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CXM Guide

Social Listening

Learn how companies leverage social listening to reach and support customers in real-time on modern digital channels.

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What is social listening?

Social listening is the process of analyzing conversations around your brand, industry, competitors, or a specific topic. A key component of audience research, it includes tracking social media channels for any customer feedback and direct and indirect mentions of your brand, helping you gain insights and leverage those trends and opportunities.

Weaving AI-powered social media listening into your strategy enables you to know why, where, and how these conversations are happening and what exactly your customers think and want — even when your brand is not tagged. This will help you manage customer complaints, enhance your social media presence, and monitor your competitors’ strategies.

What are the benefits of social media listening?

Social listening gives you insights into what people are actively discussing about your brand, including what your customers expect from you. Here is how social listening can benefit your brand:

Strengthen customer relationships 

Social media listening lets your brand identify customers at various stages of the decision-making process and create an integrated customer experience strategy to address issues, such as lower customer satisfaction (CSAT) scores and loss of market share.

Make data-driven business decisions 

Social listening uncovers valuable customer feedback on products and services and allows you to discover influential audiences and market trends your brand can capitalize on.

Stay ahead of the competition

Social listening helps you understand what your customers want and gives you a competitive advantage over your peers’ products and strategies. 

Improve your influencer marketing

You can use social listening to find influencers with significant clout in your industry who will advocate for your brand and enable you to construct an effective influencer program to increase your reach.

Protect your brand

Social listening lets you monitor real-time reactions, detect anomalies in online activity, and identify brand risks at early stages — and alerts your team so that they can be proactive in their response.

Start building your social listening strategy today with Modern Research Lite.

Unlocking insights from massive amounts of data scattered across digital and social channels is next to impossible — without the help of advanced artificial intelligence (AI). With Sprinklr’s AI-powered social listening tools, you can contextualize 500M conversations every day beyond your core brand channels, and turn data into actionable insights to drive business growth and evolve customer experiences.

The world’s biggest brands, including McDonald’s, Microsoft, and Lenovo, use Sprinklr Modern Research to listen proactively across 30+ modern channels, including social media and review sites. These tools enable you to: 

  • Identify relevant conversations that directly or indirectly mention your brand or product, providing you with new opportunities to connect with your customers and prospects

  • Intelligently filter out non-engageable messages and focus on the messages that matter most, helping you connect with your customers at the right time on the channel they choose

  • Detect brand risks and crises in real time, and notify the relevant team via email and mobile, resulting in a quicker response

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