CX Social Dictionary

What is Social Listening?

Social listening is the process of understanding the online conversation about a company or brand, as well as its products and services.

Social listening tools can help companies gather and analyze customer data from a variety of social media and online review platforms.

Why is social listening important?

The volume of information exchanged in real-time on social media is immense, making these channels a rich source of customer insights and competitive intelligence. Understanding this information and making it actionable is essential to delivering a consistent, satisfying customer experience.

An effective social listening strategy looks beyond topics and themes and detects customer sentiment. It’s not enough to know what customers are talking about– you need to understand how they feel. And for a complete view of customer sentiment, combine social data with feedback from other channels.

How does Clarabridge power social listening?

Clarabridge enables companies to listen to all social data sources, gathering and analyzing customer data from any social media source and any online review site, including Facebook, Twitter, TripAdvisor, and Booking.com, among many others. Clarabridge also integrates data from social CRM tools and social media monitoring software such as Sysomos, Radian6, and many more for a comprehensive view.

Clarabridge helps manage your brand, bringing social intelligence seamlessly into your in-house social CRM systems, workflow engines, engagement applications, and business intelligence tools. Through social listening, you can spot opportunities to fix negative experiences or capitalize on positive ones.