5 Social Listening Tools for Good Customer Service


30% Of Tweets Mentioning Your Company

Don’t Include Your Twitter Handle

~ SproutSocial

When a customer makes a complaint on social media, they expect an immediate response. And if they don't get it, they typically express their frustration by complaining again and again on social media - both about their original complaint, and about the fact that you aren't responding. On Facebook Business Pages, your average response time to a post is posted on your Page. Today, only Page owners see that rating: but who know's how long it is before Facebook shares it with everyone!


As a business owner you're no doubt crunched for time and don't have anyone on your team dedicated to monitoring social media for mentions of your business. You need to see social media posts about your business where they occur, and when they occur. 

Social listening tools help you find out what your customers are saying on social media, and when they are saying it. 

5 Social Media Listening Tools

1. GoogleAlerts     Free

Google Alerts lets you enter any search term - such as your business name - and sends you an email when that phrase appears on websites, articles or online news sources. This free service is an easy way to keep updated on whenever your name is mentioned online. 

2. HootSuite   Freemium

Hootsuite Pro's built-in social listening monitors specific keywords, hashtags, and other words you enter in the dashboard. so much more. You can follow what people are saying about your brand, listen to your customers and gain an advantage over your competitors.

3. Reputology   Starting at $29/month

Reputology monitors customer review sites like Yelp, Facebook and emails you an update daily of all reviews of your company.

4.  Mention    Starting at $29/month

Monitor your mentions on the top social media platforms from your desktop dashboard or Mention's mobile app. You can reply to posts from within the dashboard in real time.

5.  Social Mention   Free

Is a search engine that looks at many social media channels and gives you a summary of who's said what and when they said about thephrase you enter. Social Mention also provides ratings that measure if the posts are positive, how much influence that phrase has, and whether the persons who mentioned you are likely to mention you again in the future.

Social media tools aren't just for listening to the good PR your business gets. Delivering good customer service helps you build trust with your customers; monitoring your business on social media makes sure you know what people are saying, when they say it.   

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