{"id":530080,"date":"2024-07-19T17:45:42","date_gmt":"2024-07-20T00:45:42","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/why-you-need-to-elevate-your-social-listening-tools"},"modified":"2024-07-21T17:47:31","modified_gmt":"2024-07-22T00:47:31","slug":"why-you-need-to-elevate-your-social-listening-tools","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/why-you-need-to-elevate-your-social-listening-tools","title":{"rendered":"Why You Need to Elevate Your Social Listening Tools"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]When you\u2019re facing end-of-life for a tool you need to do your job, approach it as an opportunity to elevate your technology and optimise your processes. Many businesses are in this spot with their social listening and engagement tools. Here\u2019s why it matters.<\/span>\u00a0<\/span><\/p>\n

Social listening tools and social monitoring tools give businesses real-time actionable insights<\/a> into customer opinions, enabling a deeper understanding of target audiences and a path to respond rapidly. By analysing social media conversations, companies can gauge customer sentiment, identify emerging trends, and gather valuable feedback on their products and services. These tools also help companies manage their reputations by detecting potential PR crises early to mitigate negative impacts. <\/span>\u00a0<\/span><\/p>\n

Social media listening plays a big role in customer experience (CX). The tools in use today facilitate proactive engagement, enabling businesses to respond to customer concerns and queries quickly. This level of responsiveness has a positive impact on customer satisfaction and loyalty<\/a>. It also informs content and marketing campaigns by highlighting what resonates with the audience, ensuring more targeted and effective campaigns.<\/span>\u00a0<\/span><\/p>\n

Both types of tools perform <\/span>valuable roles by helping businesses understand digital conversations about their brands, their brand reputation, and the products and<\/span>\u202fservices they offer. And now, change is on the horizon<\/a> with an announcement about the Salesforce suite of social media listening tools.<\/span>\u00a0<\/span><\/p>\n

Why You Should Pay Attention to Social Listening Software<\/span><\/b>\u00a0<\/span><\/h2>\n

Customers are increasingly using social channels to engage with companies they do business with. Not being able to see or respond when they contact or reference you on social media <\/span>via mentions, tags and direct messages can negatively affect customer relationships or even your brand. <\/span>In 2022, Salesforce announced<\/span> end-of-life plans for its Salesforce Studio Suite solution, currently set for November 2024. And once that access is lost, all customer data associated with these accounts is also lost.\u00a0<\/span>\u00a0<\/span><\/p>\n

Social media plays an increasingly important role in creating great customer experiences. Engaging with customers on multiple channels<\/a> increases brand visibility, improves audience engagement and generates leads. Social media also provides a way to use targeted advertising and discover customer insights.<\/span> Without a robust social listening solution, you\u2019ll lose out on time-sensitive market insights. Your social response rate also drops. <\/span>And in this \u201calways-on\u201d world, fast responses to queries are expected.<\/span>\u00a0<\/span><\/p>\n

That\u2019s why it\u2019s wise to evaluate alternative solutions to Salesforce Social Studio now. <\/span>Start with the \u201cmust haves\u201d and how you want to improve upon your current solution.<\/span>\u00a0<\/span><\/p>\n

Set Expectations for Alternative Social Listening Solutions<\/span><\/b>\u00a0<\/span><\/h2>\n

Artificial intelligence (AI) has driven advancements in all types of technology<\/a>, including social listening and monitoring. At a minimum, users transitioning from Salesforce Social Studio should expect:<\/span>\u00a0<\/span><\/p>\n