3. Inbound Message Tagging and Tag Reports

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To get started, decide on a few priority competitors. Once you’ve created your shortlist, you can add their brand names and related keywords to the Listening Query Builder. Related keywords might include product names, branded hashtags or direct profile mentions. Finally, add in your brand information. The Listening Topic will backfill data for the past 30 days and continue to collect it over time for consistent, rolling insights.

Thirty-one percent of consumers prefer to leave feedback about malaysia mobile database products or services via social media, making it the most popular channel to do so. These messages are rich sources of brand health information and influence business decisions outside of marketing such as improving product features and customer care.

Sprout’s Tagging feature can help identify and organize incoming messages from across all social networks. You can then report on those Tags using the Tag Performance Report. This information can help you translate large volumes of customer feedback into actionable insights that illuminate your audience’s thoughts and feelings.

A screenshot of Sprout Social’s Tag Report, showing the volume breakdown of inbound message Tags.
Creating this system requires ongoing collaboration with whichever team typically manages social support requests. This process may not seem natural at first, but it’s critical to breaking down information silos and accelerating time to insights.

The team at Grammarly, a cloud-based typing assistant, pulls this off by sharing quarterly reports on themes found within their social messages to keep others up to date on trends and opportunities they’re seeing in customer support.