Why Is Social Media Monitoring Important?

Posted by Anna Paquin on June 8th, 2021

 Social media platforms can take a message around the world in an instant, and this is a huge impact on businesses and brands according to a social media PR agency in Sri Lanka. 

This is why social media monitoring is so important for a business. Social media monitoring is the process by which online mentions of the brand or business are monitored regularly, and you can get an idea of the general public’s opinion about your products, brand, and business is. Simply put, it is the act of listening to what is being said about the business on online platforms, with the intention of keeping your ears open for potential crisis situations.

There are many benefits for a business that social media monitoring brings, such as:

• Better customer service – Through social media monitoring the business is able to provide a far better level of customer service, in terms of addressing problems and issues, and creating better relationships with them by replying to messages and comments quickly and efficiently, and in general letting customers know that their concerns are being heard.

• Learn hidden messages – At times customers will not address their opinions directly to the business, but will certainly voice them on social media and other platforms. With social media monitoring you will be able to know what mentions your customers are making about you, whether positive or negative, and address them in an efficient and timely manner.

• Resolve crisis situations – By knowing what negative publicity is out there as soon as it is released on online platforms, businesses can work towards resolving these issues before they go out of control. This is an important reason why you need an experienced social media PR agency in Sri Lanka to back you up.

• Keep an eye on your competitors – As much as keeping an eye on your own brand is important, so is looking out to see what your competitors are up to. You can gain great insights into how they are reacting to their customers and crisis situations, what new methods they are using to interact with them and so much more.