How can you use crisis monitoring tools to identify customer complaints on social media?

The first thing you should do is to, set up alerts for relevant keywords and phrases. This includes your brand name, product names, competitor names, and relevant hashtags. You can also set up alerts for negative sentiment, such as words like "angry," "upset," or "frustrated."

Not all monitoring tools are crafted equally. Brands must choose tools tailored to their specific needs. While a tool may excel in one feature, it might not be optimal for crisis monitoring. A comprehensive strategy should look beyond major social platforms, considering spaces like blogs and forums. These lesser-known platforms can often be where brand-related issues arise. It's essential to opt for tools providing a broad view of online sentiments. With the right choice, brands can promptly respond, safeguarding their online reputation.

1. If your customers feel compelled to take their complaints of social media, you have a bigger problem than social monitoring. 2. Solved the internal issue that has compelled clients to reach out to your social media channels for help. I see customer complaints on social as a cry for help and 9/10 probably not their first time reaching out about this issue. 3. Most platforms have tools to help you to block certain words and phrases from your comment section to help filter, hate, or spamming.

Set Up Alerts: Configure alerts for specific keywords, brand mentions, or hashtags related to your business. This ensures that you are immediately notified when a potential issue arises. Monitor Multiple Platforms: Use crisis monitoring tools that cover a wide range of social media platforms. This includes popular ones like Twitter, Facebook, Instagram, and any other platforms where your customers are active. Track Sentiment Analysis: Many crisis monitoring tools include sentiment analysis features. This helps you gauge the overall sentiment behind social media mentions, identifying complaints and negative feedback. Filter and Prioritize Mentions: Set up filters to categorize mentions based on their urgency and severity.

While complaints indicate dissatisfaction, the online environment presents unique decision-making opportunities for brands. Merely treating online audiences as passive viewers, similar to TV or print, is a strategic misstep. The digital arena lets brands foster active communities around their ethos. Responsiveness, combined with a seamless fusion of customer service and social media marketing, not only cultivates loyalty but also paves the way for abundant goodwill. Actively engaging with complaints can often diffuse potential crises before they amplify. When the world observes a brand handling adversity adeptly, the trust and credibility earned often surpass traditional promotional efforts.

While the excerpt offers general steps for setting up crisis monitoring tools, it overlooks the fact that each tool has unique features and configurations. To fully harness a tool’s capabilities, one should understand its specific functionalities. Engaging with client success managers from the service provider can yield tailored advice and best practices, ensuring a setup that's optimized for your particular needs and challenges.

When setting up the parameters for your searches, make sure to consider your keywords carefully taking into consideration how people actually write social posts. They may use slang, shortened words, acronyms or misspell terms. In particular, does your brand have any common misspellings? Include all the variations of those.

Not all complaints on social media tag the company directly. That's why it's important to set up monitoring tools that scan for mentions of your brand. Facebook is a good example. As much of the user base is older, they tend to vent their frustrations and experiences by naming the brand but not tagging them. In this scenario, the monitoring tool could identify and flag this for you, giving you the opportunity to reply publicly or respond offline to try and rectify the situation. It's also important to filter out false mentions. If your company has a commonly used name, there is a chance that many uses of that word are not meant for your brand. Setting up filters can help mitigate this issue and decrease the volume of mentions.

Social listening tools are incredibly powerful and handy but some can come at a high cost. If you're a business with no budget to fork out for one - there are ways you can still monitor on a smaller scale. Twitter's advanced search is very good and allows you to create filtered searches, you can bookmark your search terms for different monitoring needs so you can check those manually. There are also other free tools like Google Alerts for picking up web mentions.