It seems like every time we turn on our computers or tune into tech news, there is another new app or technology to grab our attention. It’s why you might be sceptical when new buzzwords like “social listening” pop up in your newsfeeds. Although social listening might sound like just another passing trend, it can be very useful for online shops. In today’s blog post, we’ll show you why.
What is social listening?
Social listening is exactly what it sounds like: listening to and monitoring what people are saying on social media. It generally involves the tracking of hashtags to follow conversations. The topics you follow may be as broad or as narrow as you’d like. By simply monitoring what the digital community is saying, you learn what’s trending as it happens. What’s more important, you’ll see first hand the community’s reaction to those events.
What’s social listening got to do with my online store?
Since your online shop exists in the digital space, you should monitor what people are saying. Here are 2 main reasons why an online merchant should engage in social listening: Friends and what they think.
1) Address Customer Complaints in Real Time
Social media listening is a great way to stay on top of any potential issues your customers are having. If your phones aren’t working and no one can get through, you’ll probably hear about it first on social media. Engaging in social listening makes sure that you’re able to react to any problems, in real time, and provide customer service right away.
2) Get Customer Feedback
With so many people talking and sharing on social media, you’ll get candid, unfiltered feedback about your products, without the need for traditional marketing surveys and polls. Simply by listening to your what your customers are saying, you’ll get unbiased, constant feedback for free. It’s also the most unobtrusive way to gather information about your shop.
3) Know Industry Trends
By keeping an ear to the ground and listening to what your digital community is talking about, you can stay at the forefront of industry trends. You’ll know what specific products are trending or getting lots of social media attention by the sheer number of shares, likes, retweets or pins. Customers validate a product or trend by sharing it with their friends. If those friends in turn share the product again, it’s a good indication that the product is well-liked. And by knowing what people are excited about, you’ll be able to plan stocks accordingly.
How to get started
- Create a list of topics and keywords you’d like to follow
- Set up notifications with a social listening tool. If you’re using a platform to social media content distribution, they generally also provide a tool for social monitoring.
- Make time to review your results. There’s no use creating notifications, if you don’t have time to check it.
- If you find that there’s a lot of noise and idle chatter, adjust your keywords and make them more specific.
- Quickly respond and engage with your online communities.
Will you implement social listening for your online shop? Come back and share your most surprising findings in the comments below. Found a product that’s trending and want to start selling online? Open your online store with PrestaShop.