Advanced Social Listening & Monitoring

Social Listening Overview

Advanced social listening and monitoring features are on our roadmap and will be available in a future update. The information below describes planned functionality.

Social listening monitors conversations about your brand, competitors, and industry: Track brand mentions (tagged and untagged), Monitor competitor activity, Identify trending topics, Find influencer partnerships, Discover customer sentiment, Respond to feedback quickly. Social listening provides competitive intelligence and customer insights.

Brand Mention Tracking

Monitor mentions of your brand: Tagged mentions (posts that @mention your account), Untagged mentions (posts that mention brand name without @), Misspellings and variations, Branded hashtags, Product names, Executive names. Set up alerts: Real-time (Slack, email), Daily digest, Weekly summary. Prioritize negative mentions for quick response.

Respond to negative mentions quickly (within 1-2 hours). Delayed responses escalate issues and damage brand reputation.

Setting Up Mention Monitoring

Configure mention tracking: Go to Settings → Social Listening, Add brand keywords and variations, Add product names, Add executive names, Add branded hashtags, Set up alerts (Slack, email), Choose notification priority (all, negative only, high-influence only). Keywords: Case-insensitive, Support wildcards (Audenc* matches Audenci, Audencia).

Competitor Monitoring

Track competitor activity: Add competitor accounts to watch list, Monitor their posting frequency, Track engagement rates, Analyze content types, Identify top-performing posts, Note campaign launches, Benchmark against your performance. Don't copy competitors - learn from them and differentiate.

Sentiment Analysis

Analyze sentiment of mentions: Positive (compliments, praise, recommendations), Neutral (questions, information), Negative (complaints, criticism, anger). AI automatically categorizes sentiment. Track sentiment over time: Sentiment trends (improving or declining?), Sentiment by product, Sentiment by campaign, Sentiment by platform. Address negative sentiment quickly.

Influencer Identification

Find influencers in your niche: Track users who frequently mention your brand, Identify high-follower accounts discussing your industry, Find accounts with high engagement (not just followers), Note authentic advocates (unpaid mentions), Track micro-influencers (10K-100K followers). Build relationships: Engage with their content, Share their posts, Reach out for partnerships.

Crisis Detection

Identify potential crises early: Spike in negative mentions (5x+ normal volume), Viral negative post about your brand, Product issue going viral, Executive controversy, Security breach or data leak. Crisis alert triggers: 50+ negative mentions/hour, Negative post > 10K engagements, Keyword matches: 'lawsuit', 'recall', 'boycott'. Escalate immediately to crisis team.

Response Workflows

Streamline mention responses: Positive mentions: Like, thank, share, Neutral questions: Answer helpfully, Negative mentions: Apologize, resolve, move to DM if detailed, Crisis: Escalate to crisis team immediately. Response templates: Thank you response, Apology response, Resolution offered, Referred to support. Personalize templates - don't sound robotic.

AI Assistant helping compose response to social mentions — Use AI to help craft appropriate responses to mentions

Reporting & Insights

Generate listening reports: Mention volume over time, Sentiment distribution (positive/neutral/negative), Top influencers mentioning brand, Trending topics in industry, Competitor comparison, Response rate and time. Share with: Marketing team (weekly), Leadership (monthly), Customer support (daily - negative mentions). Use insights to: Improve products, Refine messaging, Identify crises early, Find partnership opportunities.

Integration with Support

Connect listening to customer support: Route support questions to support team, Create tickets for negative mentions, Track resolution status, Measure response time, Calculate customer satisfaction. Integration ensures no mention falls through cracks and customers get timely help.

Best Practices

Monitor brand and product name variations
Respond to negative mentions within 1-2 hours
Track competitor activity for benchmarking
Identify and engage with influencers
Join trending topics if genuinely relevant
Set up crisis alerts for early detection
Generate weekly listening reports
Integrate with customer support systems
Use sentiment trends to improve products