Customer service lives a new revolution that goes through transforming conventional service into one of digital solutions and improve every aspect of the customer’s journey.
Imagine having access to a database of more than 5 billion people, and being able to know every comment you make about your brand or company. You could get some powerful business knowledge that you could get from an organic form of market research. Sounds pretty good, doesn’t it? We talk about Social listening, the tool that in recent years has become a key weapon to learn more about the consumer’s opinions in a personalized way.
Through Social listening you can track, analyze and respond to online conversations about your brand.
And one million dollar question is: Why should your company be concerned about social listening? In a nutshell, if you are not involved in listening to social networks, you are creating your business strategy with leaks. You’re missing millions of opinions from real people who are actively talking online about you or your industry: Why wouldn’t you want to listen to them? Think it! If you don’t mind social listening, you really don’t care about your clients.