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Good point! People indeed typically have two reactions when brands respond to non @mentions. They really appreciate the effort or they feel like being spied on :)
I believe there's a big difference between plain insults and complaints. The latter is based on particular grounds and deserve to be replied to and acted upon. Plain insults shouldn't be responded to but it might indeed be wise to still document on them.
Thanks for sharing your point of view!
Hi Chris! Thanks for your reaction and I completely agree with you. Plain insults based on no real grounds, should not be responded to. Complaints however definitely should! If people dislike something about your brand (bad service they got, products of a bad quality, etc.) and take the effort to reach out to you and tell you about it, they deserve a reply. It's even better if brands really document on these complaints and report about them to the appropriate company departments. Cheers!
Great overview of things you should pay attention to when looking for a Social Media Monitoring tool.
Being part of the market, I know it's not easy to see the forest through the trees. At Engagor, for example, we consider ourselves as a Social Media Management tool, since monitoring is the basis for our analytics and engagement features.We try to offer the complete package: monitoring, analytics and engagement because once you start listening and making reports, you should also consider engaging with your audience. You'll immediately notice, in your analytics, how your reputation improves.
Sales talk, I know, but if you want to give Engagor a try: app.engagor.com/signup (14-day free trials!).
Thanks! It's indeed essential to follow all the steps, and don't let leads go to waste. I'm not suprised some people still prefer offline leads, but I'm pretty sure gradually all companies will have to adapt to this new reality.
I like your advice on handing out the passwords to colleagues. Many of our clients (Engagor is an online tool for social media monitoring, analytics and engagement) are very happy they need only connect their social profiles once and then everyone with access to Engagor (and enough user rights) can use them. Especially for customer service teams this is very useful.
Nice blog post, very interesting to see how these tools handle social customer service. I especially like the way Social Dynamx creates work groups to tackle specific problems. Smart move new tickets are immediately handled by the right people. At Engagor we also make this possible by setting up 'automation recipes', that can make sure tickets containing specific keywords are directly assigned to specific people within the tool. Those work groups are an interesting point of view though, something to think about :)
Thanks for sharing!