Social Media Monitoring

Monitor. Respond. Protect your brand.

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One negative comment can undo the goodwill from dozens of positive ones. Worse yet is the possibility that a negative comment will go viral and cause damage to your brand. That’s why best-practice companies are connecting one-on-one to recover customers and to move negative conversations off-line.

That’s where we come in. Our social monitoring is a contact center service to monitor and respond to mentions of your brand. We constantly scour social media sites for mentions of your brand, including on Facebook, Twitter, Tumblr, Instagram, Bitly, Google+, Flickr, Reddit, Topix, videos, blogs, message boards, and dozens more.

Social Monitoring and Response

Individual outreach is a powerful way to not only stay on top of social media conversations about your brand but provides you with an opportunity to defuse negative commentary and address customer concerns in an offline environment, thereby protecting your brand’s reputation. As Jeff Bezos, Amazon’s CEO has said, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the internet, they can each tell 6,000 friends.” Engaging with customers who have commented on your brand also gives you an opportunity to amplify positive commentary.

After selecting which social review sites to monitor, our software starts scouring millions of entries a day searching for your keywords and phrases. When our software discovers a post that merits outreach based upon your brand’s criteria, we respond quickly with agents that are highly skilled in the art of moving the conversation off the web and into your private Customer Recovery Platform.

Using client designed “smart scripts,” our agents can respond to everything from compliments to complaints promptly while providing a personalized level of service that is consistent with your brand promise. Social Monitoring and Response goes beyond the traditional methods of social listening and gives you the extra tools and personnel to engage those posting social reviews and transform at-risk customers into brand champions. Social Monitoring and Response results are incorporated into the KnowledgeForce platform, alongside other operational and customer experience data to provide a comprehensive view of performance across multiple operational and experiential dimensions while facilitating transparency and accountability for resolving customer issues in a timely and effective manner.  

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A boon, not a cost: Leveraging your contact center information

Insights collected from contact management platforms enable an organization to pinpoint problematic locations, create customer brand advocates, and prevent risk. How can your brand benefit from your contact center operations?

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