Social Listening, What's the best way to go about this? And how can you avoid spending hours doing this manually?
Microsoft Social Engagement
Use a social media monitoring tool such as Microsoft Social Engagement. This allows you to automatically gather social insights, communicate with customers on the channel of their choice, and build a trusted social presence.
Microsoft Social Engagement scans Twitter, Facebook, LinkedIn, YouTube, Instagram, blogs, and news sites; and collects social media posts that are relevant to your organization. First, you decide on topics of interest, and then Microsoft Social Engagement does the work.
Gain social insights
Microsoft Social Engagement analyzes the collected messages and thus arrives at insights such as your brand's reputation, compliments or complaints about your product, or trends in your industry.
Social Engagement:
- gauges the sentiment of incoming social media posts based on. automated sentiment analysis
- detects intentions in social media posts, such as purchase intentions, complaints, requests for information, etc.
- shows where the social media posts come from
- provides an overview of who posts the most about your company, your competitors, your industry, etc., on social media
- shows which social media platforms host the most discussions
- …
Support customers through social media
You can also use Microsoft Social Engagement to support your customers through social media. Suppose a customer is dissatisfied with your product and expresses this on Twitter. Social Engagement picks up on this, and as a customer service representative, you can immediately click on the tweet and address the issue right away. You can take it a step further and have posts containing reports and complaints automatically assigned to the appropriate colleague for further follow-up.
Expand Your Social Media Presence
As a salesperson, Social Engagement gives you a digital assistant in addition. The so-called Social Selling Assistant finds relevant content for your customers and recommends which content you should share on your social media channels. (Read more >> Social Selling Assistant: How You, as a Salesperson, Can Build Even More Trust). This will help you expand your social media presence and credibility.
Social CRM
Microsoft Social Engagement becomes even better when you connect it to your CRM environment. The social insights from Microsoft Social Engagement are then imported directly into Microsoft Dynamics 365. Conversely, you can also perform Microsoft Dynamics 365-related tasks from Social Engagement, such as creating cases or leads.
Sources for this blog post: dynamics.microsoft.com/nl-be/microsoft-social-engagement/
docs.microsoft.com/nl-nl/dynamics365/customer-engagement/social-engagement/overview
