Social Studio: 3 Ways You Could be Doing More with Social Media

Social Studio: 3 Ways You Could be Doing More with Social Media
December 12, 2017 Sandy Sara

It’s nothing new that the Internet has fast become like a city that never sleeps, with constant social content being uploaded and shared every second. On Twitter alone, there are 500 million Tweets sent each day. That’s 6,000 Tweets every second![1]
From product reviews and blog posts to angry complaints and live streaming; how can you sort through all the noise and chatter to find what is important and useful to your company?

One of the best tools on the market to use is Social Studio. Social Studio is a product under the Salesforce Marketing Cloud that uses social media marketing to listen, analyse, publish, and engage across networks. It helps to align your marketing, customer service, and sales efforts on social to increase business return.

Here are 3 ways you can use Social Studio to do more with the social data available to you to drive decisions for business success:

 

1.    Improve brand presence and perception

One of the key features of Social Studio is having the ability to listen to different sources on the Internet to know what people are saying about your brand. 96% of the people that discuss brands online do not follow those brands’ owned profiles.[2] With Social Studio, you can search for different keywords that are relevant to your brand, then have that information populate into a detailed feed.

The best part? You can generate a report with the data and use the results to drive considered marketing activity. It can help you discern the certain words you should be using in your targeted advertising, or maybe it could help provide feedback and insight into a product design. You’ll understand the sentiment behind each post or comment to know how the audience feels about your company or product. Who doesn’t want to know what people are posting about you and what they’re saying?

 

2.    See what your competitors are doing

Social Studio also allows you to listen to your competitors to find out what they’re posting and what people are saying about them. It’s a marketing goldmine!

With that kind of information being fed to you, it’ll be easy to keep tabs on your competitor activity to quickly respond where needed. If you wanted to be really cheeky, you could also listen for customer complaints about your competitors, and respond to those posts with an offer they can’t refuse. Plus, it’s always a bit of fun when you see your competitors get something wrong – right?

 

3.    Manage negative and positive content

Possibly the most powerful and useful feature of Social Studio is using it for customer service. 71% of consumers who have had a good social media service experience with a brand is likely to recommend it to others. [3]

With Social Studio, you’ll have the ability to easily respond to negative comments that feed into your social channels. This will help with a fast customer response time and reduce the number of harmful content that damages your brand. On the flip side, you can also manage and track positive comments to reward your loyal customers.

The tool also allows you to assign tasks and comments to different users to manage workload, tag certain types of visitors (e.g. trolls or promoters), review content sentiment, and create macros for fast actions. Your customer service team will love you for it!

For more information on Social Studio and how to use it for your business, contact us.

 

[1] http://www.internetlivestats.com/twitter-statistics/
[2] https://www.brandwatch.com/blog/marketing-dark-matter-social-media-and-the-number-96/
[3] https://www.getambassador.com/blog/social-customer-service-infographic