Social media listening goes beyond simply monitoring and engaging with conversations explicitly about your brand; it helps you uncover trends and analyze sentiment & intent around any possible topic.
Statusbrew’s Listening feature lets you effectively search for keywords, hashtags, brands, industries, and multimedia content on Twitter to analyze sentiment, find topic correlations and uncover trends — then assess them and respond quickly in real time.
The Listening feature has two principal components. First, the Topic Builder, which helps you create keyword categories, and Topic queue, where you go to track and understand the conversations around the keyword you entered.
Follow the steps given below for a comprehensive overview of Statusbrew’s Listening so you can generate ideas for marketing campaigns, create content your audience craves, improve your customer experience and track overall brand health.
Step 1: Starting with Listening
Listening feature is available as a premium add-on to Statusbrew web users with any of these plans - Independent, Essentials, Professional, and Enterprise.
Any user with the ‘Full access’, ‘Add Note access’, or ‘Read Only access’ to Engage section could see the Listening tab in the Engage section. Additionally, any user with full access to ‘Engage section’ can create, edit or delete the keyword categories.
Step 2: Creating the Keyword Categories
Statusbrew's Listening experience starts from creating the keyword categories under the listening section in Engage. To create the keyword categories,
NOTE: Listening has now been moved in the Engage Inbox under Manage Twitter Keywords.
- From the Listening section, click the icon in the Listening home screen above the topic queue. A new dialog box will pop up where you could create the keyword categories
- Choose New Keywords option from the top left. You can start by giving a Name to your search, Adding your search keywords and by Adding the keywords that you want to ignore. This will help you quickly identify your topics.
Listen more efficiently by using keywords with operators. Learn More
- You can fine-tune your search by limiting the results to a certain language, or certain location (area) - for this, enter the location coordinates (latitude and longitude; you can easily find out these on Google Maps) and add a radius around specified location which will be covered by this search.
If you want, you can prefill the coordinates with your current location - this can be useful when you actually are on the location of your business and want to use it for the search
- Click on the Preview button to verify if a topic created by you is returning relevant results.
With a real-time previewer, you can ensure you’re focused on the most relevant results before committing to tracking the conversations around the keyword you entered. The preview panel will appear all the sample messages that meet the search parameters entered by you
- If Satisfied with your topic, you can continue clicking on Save option or could click on the Back option to refine your topic.
You can also Edit or Delete a saved keyword category from the dialog box that appears after clicking the icon
Step 3: Monitoring the Conversations
Start by monitoring the queue showing all the search results related to your topics, in chronological order with the newest at the top.
To reverse the sort order,
- Click the Arrow at the top right corner of the topic queue
- Select the Waiting Longest option
Each conversation is labeled with the topic name as well as the time it was received. Conversations in the Listening are maintained in unique threads.
Note:- There might be a time when you’d want to reduce the clutter so you can focus on conversations around a specific keyword. To do that, click the ‘Arrow’ at the top left corner of the topic queue and select the specific topic that you’d want to monitor.
Step 4: Replying to the Conversations
To Reply to the conversation around a specific keyword,
- Click on any conversation in the topic queue to open the full conversation thread on the right
- Now, enter a Reply at the bottom of the thread in the reply box. Also, you can add emojis, images or GIFs to your replies
You may sometimes want to take the conversations from Twitter Mentions to the DM. In the reply box, simply click on the option Send DM Link and type your message along to take the conversation further to DM
- You can also add Notes to the conversations to inform the team members on how to handle that particular message. The notes that you drop are only visible within Listening and appear in the conversation thread
- Add a saved reply option lets you speed up your response time by allowing you to reply to common queries faster by saving canned, personalized replies. Click on the icon next to GIF to access the Saved Replies
You can create a new saved reply or can even manage (edit, delete) the already created replies
- Enter a reply at the bottom of the thread, and after that tap on Reply. When a conversation has been replied to or when a conversation doesn’t require any action, click Close Conversation icon in the top-right corner of the thread or click Reply and Close.
Doing this will close the current conversation, and you’ll be directed to the next conversation thread automatically
Step 5: Assigning the Conversations
Without having to go through any trouble of handling the conversations all by yourself you can assign it to your team members. You can also assign the conversation to yourself if in case you want to get back to it in future. To assign the conversation,
- Select the conversation that you want to assign to a specific team member
- Click on the Drop-Down in the top-left corner of the thread and choose the team member to whom you want to assign that particular conversation.
You can also assign the conversation to yourself if you want to come back to a specific conversation later
- A message showing the name of the assignee and the person to whom the message is assigned will appear at the end of the thread
Note-sharing lets you add extra context to the assigned conversations. send an internal message to the assigned team member through notes in order to inform them on how to handle the conversation. It will make coordinating within your team much easier.
Note:- Statusbrew also accompany a 'Translate' feature that lets you translate text from any other language to English. To translate, just point on any opened message thread and click on the three dots that appear on top right of the thread.