If you’ve been contemplating on social listening for your brand, now is never too late to start!
If your brand places its highest bets on good customer sentiment insights, the only investment you’ll have to make is on a tool that has Natural Language Processing capabilities and mind-blowing machine-learning skills! Here are 5 top reasons we can think social listening and sentiment insights would be the key to your CX success:
Sentiment Analytics for Crisis: Sentiment Analysis is a work of constant fine-tuning, and for platforms with machine learning abilities, it is easier to flag content which is potentially negative for your brand, track the engagement activity and raise alert, all in a matter of a few minutes to avert a potential crisis situation. It also gives brand managers the capability to act real-time.
A recent example is of an influencer upset with a bank for its spamming behaviour. Influencer Praval tweeted to HSBC bank saying, “Dear @hsbc_in, you can do better. You want me to fill this entire form to stop spamming me> Your emails should have a one-click unsubscribe button. Fix it!” This tweet invited many other influencers to joke about other brands who have their own quirks, but it does shine light on how sentiment analytics on a powerful tool, can help alert you to take immediate action. You could revisit all your customer interactions, analyse the kind of keywords they use to describe you, and really see how many of them actually share which opinion.
Decode What’s Not Being Said: Sentiment analysis replaces the woes of social media surveys and feedback mechanisms with something even better – that is Actionable Insights. Actionable insights are rich derivatives that come from keyword mentions and user generated content – a pattern that often have tell-tale signs of what your customers are saying, but why they are saying it!
For example, a customer says, “I ordered a matte lipstick and got a creamy one instead. Great job, guys, thanks” This can easily read as a positive post to most tools, even though it reeks of sarcasm. A smart tool will however would easily identify a sarcastic connotation and call it out for what it is – a negative post! If a brand manager were to rectify this fiasco immediately, they’d be able to save the brand’s reputation by fixing the error in time and throwing a free lipstick for good measure.
Campaign Hashtags are the Real Deal: Everyone is online these days, so listening tools have their work set out for them. However, an overdose of content may distract people from your brand’s well-intended message. This is specifically why using the right hashtags matters for accurate social listening and sentiment analytics. Following the right hashtags will tell you if there is a marginal growth in mentions, who are the people who are talk about you, and the other details like demography, trends, interests that help build a great sentiment case for your business motive! After all, you want the right message to reach the right people, right?
Who’s Saying What, How, Where and Why: It’s not enough to rely on the brand’s share of voice to see how much of the digital sphere you own. Influencers and micro-influencers have a lot of power, and you really want IN on it! Sentiment analytics not only helps you understand how your brand’s reputation is playing out online, but smart tools give you reputation mapping with an in-depth influencer score, telling you who is a real influencer, based on the number of followers, content they create around the brand, frequency of engagement with the brand, and which way they make or break customer-brand loyalty! With all this data, you can become the brand that not only wins new customers, but also innovates to retain pre-existing customers by giving them what they like to see.
Get a Read on the Competition: This doesn’t get said enough, in the age where ‘brand loyalty’ is paramount, social listening can be a great asset to preventing customers from leaving you for the competition – sometimes, even winning back some old loves! Sentiment analysis and competition analysis not only help keep tabs on the buzz around competing brands, but also give you a comparative read on both your social media and theirs! There can be no better place to scope out some vital details and build poaching strategies (if you choose to go that route).
There is no better example than Indian Actress Sonakshi Sinha and the Indigo Airlines fiasco. The actress, at baggage claim noticed that her samsonite suitcase was damaged beyond repair. While her tweet bashed both the brands publicly, competing suitcase brand VIP Bags sent over a brand-new suitcase to her office with a tweet “Ouch! It ain’t fair what happened. We’ve sent the super stylish VIP Fairway bag to your office! Bon Voyage for your next trip #HelloHolidays”
AI driven sentiment analytics is a powerful ally to social listening, and there’s a lot that goes in the making, as there’s lots that comes handy for brand management! We at Locobuzz Solutions take sentiment analysis very seriously, and not only do we keep advancing our AI Technology, but we also think you should be right here to experience it yourself! So, what are you waiting for, avail a 14-days free trial from Locobuzz Solutions today!
LOCOBUZZ IS A SAAS PLATFORM THAT CONVERGES WITH TECHNOLOGIES SUCH AS AI, ML, BIG DATA AND ANALYTICS TO PROVIDE BRANDS WITH A 360-DEGREE CUSTOMER EXPERIENCE MANAGEMENT SUITE. LOCOBUZZ’S POWERFUL ANALYTICS ALGORITHMS HAVE HELPED SEASONED BRANDS ESTABLISH A STRONG FOOTHOLD IN THE DIGITAL HEMISPHERE THROUGH THE COVID19 CRISIS PERIOD. VISIT OUR WEBSITE WWW.LOCOBUZZ.COM FOR MORE INFORMATION ON OUR CX MANAGEMENT SERVICES THAT ARE CATERED TOWARD BUSINESSES LIKE YOURS!
Client Relationship Manager
Locobuzz Solutions Pvt Ltd