Prepping your social customer care team for the holiday rush with Sprout

It seems like the holidays start earlier every year—for marketers and consumers alike. According to a Q3 2023 Sprout Pulse survey, 75% of marketers are publishing holiday content earlier this year compared to 2022. Is your holiday customer service strategy ready to start early, too?

Just as snowy decor starts appearing before Halloween has even arrived, your holiday customer service strategy must be ready ahead of peak shopping season. To keep things running smoothly, customer care teams must make the most of all available resources. Luckily, Sprout Social is equipped with tools designed to alleviate the holiday rush while strengthening customer relationships—a gift that keeps on giving well after the holiday season.

‘Tis the season to bolster your customer care strategy. Keep reading to shape your strategy, and to find out which Sprout features will set your team and customers and team up for success.

Why social needs to be at the center of holiday customer service

Answering customer questions on social sits firmly in the center of the social media and customer care Venn diagram. So much so that 74% of US and UK consumers say they’re likely to reach out to a brand on social this holiday season, according to a Q4 2023 Sprout Pulse Survey of 1,623 consumers.

Social media is a direct line to your customers. And during the holiday season, their outreach will inevitably increase, further extending social’s crossover into the customer care realm.

Let’s look at three key ways social media must be central to your holiday customer service.

Social is the home of product discovery

“TikTok made me buy it” is more than a catchy phrase. It’s a reflection of the influence social media has on buying behavior—on TikTok, and beyond. Instagram reports that 70% of shoppers look to the platform for their next purchase. And Facebook has the highest number of social commerce buyers.

Social media is a virtual mall designed for product discovery, social proof and purchasing all in one place. And consumers know this, too—55% of consumers say they rely on brands’ social media accounts when it comes to discovering and learning about new products during the holiday season, according to our Q4 2023 Pulse Survey.

Social media must be at the center of holiday customer service because it’s at the center of shoppers’ gift hunt. Outfitting your team with the training and customer care social media tools they need makes it easier to meet customers where they are.

Customer outreach on social media will surge during the holiday season

The most wonderful time of the year is also the busiest time of the year for customer service agents. 63% of consumers strongly or somewhat agree that they are more likely to reach out to a brand on social during the holiday season vs. the rest of the year, according to our Q4 2023 Pulse Survey. And our data shows that this outreach most frequently comes through via direct messages and in-post comments.

If your customer service team isn’t seeing (let alone responding to) customer questions and comments on social, they’re missing the chance to build customer trust and loyalty. Over half of consumers say that the most memorable brands on social is simply respond to customers, according to the most recent Sprout Social Index™.

Having visibility and access to social is crucial for delivering strong customer service. If customer care teams are only reviewing and responding to email, phone and web form requests, they’re not getting the full picture.

Consumers reach out on social during every step of their shopping journey

From asking about restocks and order status to sharing glowing reviews, customers use social media along every step of the purchasing journey. Asking product questions and sharing positive feedback were the top two motivators for consumers to contact brands via social, according to our Q4 2023 Pulse Survey.

And when it comes to contacting brands, consumers do have network preferences. Facebook, Instagram and TikTok are the top three platforms consumers expect to use to contact brands during the holiday season. All the more reason your team needs access and, if necessary, training on engaging through these channels.

Remember: A stellar holiday customer service strategy does more than just answer questions. It can convert prospective customers into lifelong customers and brand advocates. At the same time, a strategy that doesn’t account for social has the power to do the opposite.

8 tips for enhancing your holiday customer service strategy

Holiday-related spikes in support requests can be stressful. But the right process and tools can empower your team to rise to the challenge.

If you want to revisit and revise your team processes before the rush hits, here are eight tips for enhancing your holiday customer service strategy, and some ways Sprout can help along the way.

1. Plan ahead

Like we said, the holidays feel like they start earlier every year. If you’re not planning ahead for the holiday surge, you’re already falling behind.

The last thing you want during a busy holiday season is to play catch up. So plan ahead to cover all of your bases before the “season’s greetings” decor goes up in stores.

Consider the other milestones your agents should align with—think: key dates for holiday marketing, like sales and launches, that may lead to a spike in messages or tools they need to learn.

Planning ahead can mean different things to different businesses. For your team, it may mean securing budget to hire temporary holiday support staff (which we’ll get to.) Or creating a dedicated RACI model to align on social customer care. Or talking to the merchandising team about when certain sales will start and end to prepare your agents.

2. Create holiday-specific FAQs

According to the Index, 54% of marketers plan on using customer self-service tools like FAQs to scale social customer care. Add holiday-specific FAQs to your site, chatbots (more on that below) or even post captions so customers can find answers themselves.

No matter how many FAQs you provide, you will always get repeat questions. Prepping pre-written answers to common questions your team can pull from saves everyone time.

Creating one source of truth for these quick responses ensures consistency. For example, using the Sprout Asset Library, you can quickly search for and select pre-written answer templates as you respond to a question on social.

And if you want to limit or expand permissions, you can easily adjust who can access the Asset Library within Sprout.

3. Staff up

No matter how early you prepare for the holiday rush, you may simply need more hands on deck. Consider hiring temp or additional staff. E-commerce brand Threadless hires additional holiday customer service staff every season to provide additional support.

Speed is key. The quicker your new staff can hit the ground running, the smoother your holiday season will be. Ensure you provide training and tools that make onboarding a breeze. For example, Sprout has earned industry recognition as a platform with high ease of use, setup and admin—crucial elements when you need to get new staff into a tool fast. And with features like Tasks, where you can assign specific messages to specific Sprout users, you can further streamline collaboration even as your team scales.

4. Employ a system to tackle the highest-priority customer inquiries

Ensuring the highest-priority messages are sorted and answered quickly is crucial. Think: complex issues, time-sensitive or negative inquiries, even positive comments that warrant a swift response.

Sprout’s Sentiment for Messages capability lets you identify and sort messages based on whether they’re positive, negative or neutral, and create inboxes based on these sentiments. This empowers you to identify opportunities for proactive engagement—especially important for developing deeper audience connections, like in this conversation with Calvin Klein.

Inbound message tagging is another way to get the most out of Sprout’s Smart Inbox. An organized tagging strategy can help you create tailored inbox views, triage customer questions and report on your efforts once the holiday season wraps up.

Make sure all your customer care agents—seasonal or otherwise—are up to speed on your strategy with thorough documentation. If you’re not tagging messages in Sprout already, here are potential use cases to consider:

• Tag by urgency: If your agents are divided by support tiers, tagging messages by urgency can help ensure customers are connected to the right representative quickly.
• Tag by customer concern: Understanding trends in customer questions and complaints (e.g., in relation to specific themes or products) can better prepare you for next year’s holiday season. Use the Cross-Network Tag Performance report to report on questions by internal Tag.
• Tag by response need: Some messages aren’t actionable. For example, if someone promotes their own services in your replies, you’re better off ignoring it. Creating a unique Tag for messages that don’t warrant a response can help you more accurately measure your agents’ time to first response (TTFR) rates.

Use these tagging strategies individually or in combination to streamline response and reporting efforts. By proactively tagging inbound messages, your team will be able to provide excellent customer service no matter how many messages you receive this holiday season.

5. Tap into automation and AI

An impressive 81% of marketers say AI has already had a positive impact on their work, according to the Index. And it’s undoubtedly front-of-mind for teams wanting to ensure customer service efficiency this holiday season.

Here are two stand-out areas where automation and AI customer service tools are a game changer:

Faster responses

There will always be customer questions that go beyond your prepped FAQ answers. And fresh responses take time.

AI tools create a starting point for responses that your team can build off of, minimizing effort—having these tools baked into your current workflow streamlines your process further. Sprout’s Enhance by AI Assist, for example, suggests AI-generated responses for you to choose from and customize when responding to social comments and DMs. You can even select the tone you want your response to convey.

Lean on chatbots

If you’re not already using chatbots to lighten the load for your team, this is your sign to start. And if you are, this is your sign to update them with holiday FAQs.

To address basic holiday customer service questions faster, we recommend using Sprout’s Bot Builder. These rule-based chatbots can manage common questions that come through Meta’s Messenger or X (formerly known as Twitter) Direct Messages.

To start, determine what conversations you want your chatbot to handle. If you need help, Sprout comes equipped with a customer care-specific Bot Template, which can be adjusted to suit your needs.

6. Give agents the context they need to succeed

To set your team up for success through the holidays, you must provide them with the right information and tools. This also means providing agents with the customer context they need to succeed.

If your team has to toggle between multiple tools just to respond to one customer message, you’re doing your team and audience a disservice. Plus, your team may miss important customer history.

Sprout supports social CRM integrations with a number of tools, like HubSpot and Salesforce, eliminating the need to bounce between systems. Details from each can be accessed directly within the Smart Inbox so you can get a better understanding of the customer you’re supporting, the issue at hand and what’s been done so far to help.

For example, Sprout’s Salesforce integration empowers users to leverage social data for a world-class, omnichannel care experience. It enables your care teams to meet customers where they are vs. sending them to other channels, like a phone line or email.

An integrated social support strategy can make a major difference when dealing with a high volume of social messages. Connecting Sprout throughout your tech stack paves the way for more exceptional support experiences for your team and customers.

7. Establish collaboration norms

Creating a frustration-free, collaborative environment can look different for everyone, depending on the needs of your company. Before you design a process, you first need to evaluate existing and potential points of friction.

If you’re new to prioritizing social as a customer care channel, here are some questions to consider:

Who will review responses from seasonal agents and new hires?

Monitoring responses from new agents is time-consuming but necessary at the start of a busy season when quality control is especially important. To build an approval process, first identify which agents can be responsible for approving messages. Pair them with newer agents to ensure all replies stay compliant and on brand. As new agents feel more comfortable in their role, they’ll be able to handle issues without an approver.

To manage approval processes in Sprout, use the Reply Approvals workflow to submit, review, approve or reject messages directly within the platform, minimizing disruptions for all parties involved. You can also create user teams in Sprout to ensure conversations and message comments are fielded to the right people for replies or clarification.

Who should agents go to with questions?

Whether all tough questions go through a single individual or you have point people for specific issues, documenting who’s responsible for what topics can help prevent confusion and frustration when dealing with social messages.

To further reduce confusion, use Sprout’s Conversations feature. This centralizes team conversations within the Smart Inbox, so questions can be answered without extra emails or direct messages back and forth.

8. Capture feedback and performance metrics in real-time to constantly improve

To refine your holiday customer service strategy, you must be able to capture feedback and measure performance. Externally, customer feedback surveys are critical to seeing the big picture of how people feel about their service.

Add surveys directly to your social platforms for customers. Using Sprout, it’s easy to configure and implement surveys that measure Customer Satisfaction Score and Net Promoter Score on Instagram, Facebook and X—three major platforms for customer engagement.

Internally, analyzing customer service metrics—like reply time and messages answered—fills in the details behind why customers may feel a certain way about your service. In Sprout, the Inbox Team Report lets you easily measure team effectiveness and performance—from a bird’s eye view, and by individual team members. This report breaks down metrics like median first reply times and unique messages replied to, taking the guesswork out of refining your customer care process so you can head into the holiday season strong.

‘Tis the season to be efficient: Master your holiday customer service strategy with Sprout Social

A strong holiday customer service strategy has a long-lasting impact that continues long after decorations have been put away for the season. The folks on the front line of your brand have the power to alleviate customer concerns and earn their loyalty. Providing your team with the right tools can free them up to focus on creating exceptional customer experiences—the kind that drive repeat engagement, clicks and purchases.

Luckily, Sprout can keep your customer care team in good cheer well into the new year. Start a free 30-day trial and help bring more joy to your agents and customers this holiday season.

The post Prepping your social customer care team for the holiday rush with Sprout appeared first on Sprout Social.

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22 influencer marketing statistics to guide your brand’s strategy in 2023

If you’re considering running an influencer marketing campaign, it’s a good idea to have a basic understanding of the industry, platforms to use, access to influencers and more. To help you get an idea of what to expect from the industry, we’ve put together 22 influencer marketing statistics across six different categories.

From influencer marketing growth stats to data surrounding the top three influencer marketing platforms, learn more about the state of this marketing strategy and how to get started.

Jump to an influencer marketing stat category:

• Influencer marketing growth statistics
• Influencer marketing advertising statistics
• Influencer marketing budget statistics
• Influencer marketing statistics for TikTok
• Influencer marketing statistics for Instagram
• Influencer marketing statistics for YouTube

Influencer marketing growth statistics

Influencer marketing has been steadily growing over the years and is showing no sign of stopping. Learn more about the industry and its projections for the future.

1. The influencer marketing industry is expected to reach $21.2 billion worldwide in 2023

The influencer marketing industry was worth just $1.7 billion back in 2016. It hit $16.4 billion in 2022 and is expected to increase by another $5 billion this year. This exponential growth demonstrates the health of this industry.

2. Instagram is the top influencer marketing platform worldwide

89% of marketers agreed that Instagram was the number one influencer marketing platform. YouTube came in second at 70% and Facebook in third at 45%. Interestingly enough, TikTok was excluded from this survey, though we do know that TikTok influencer marketing is also a big deal.

 

3. The global influencer marketing platform industry is expected to hit $22.2 billion by 2025

Influencer marketing platforms have also been popping up regularly to assist in a number of related tasks: finding influencers, partnering them with brands, creating contracts, planning campaigns and more. So there’s no surprise that the platform market size is also growing. It hit $15.2 billion in 2023 and is projected to reach $22.2 billion by 2025.

Influencer marketing advertising statistics

Social media advertising is also a big part of influencer marketing. Promoting your influencer content can help improve the overall reach of your campaigns. Let’s dig into some stats surrounding influencer marketing advertising.

4. Influencer marketing ad spend worldwide is projected to reach $30.81 billion in 2023

Brands are expected to spend $30.81 billion on influencer marketing advertising throughout 2023. This spending is expected to increase to $47.80 billion by 2027.

5. The average ad spend per user in the influencer marketing industry is $5.78

Influencer marketing ad spend evens out to around $5.78 per internet user. This is expected to increase over the coming years.

6. The most influencer marketing ad spend is in China

China is the country with the largest influencer marketing ad spend at $16.76 billion.

Influencer marketing budget statistics

How much are brands spending on influencer marketing? As the industry increases, more and more marketing and social media budgets are allotted to influencer marketing.

7. 39% of brands worldwide have worked with only 10 influencers or less

39% of brands have worked with 10 influencers or less. 21% of brands have worked with 10-50 influencers, 16% with 50-100 influencers, 11% with 100-1,000 and 12% with a whopping 1,000+ influencers.

8. 25% of brands worldwide put 10-20% of their marketing budget towards influencer marketing

20% of brands put less than 10% of their marketing budget towards working with influencers, 25% of brands put 10-20% towards influencers, 18% of brands dedicate 20-30% of their budget to influencer marketing, 13% give 30-40% of their budget and 23% of brands focus 40% or more of their marketing budget on their influencer marketing efforts.

9. Brands are expected to spend $7.14 billion on influencer marketing domestically in 2024

Increasing from $2.42 billion in 2019, brands are now expecting to spend a total of $7.14 billion on influencer marketing in 2024.

TikTok influencer marketing statistics

TikTok and the short-form videos it boasts are a popular format for influencer marketing. Learn more about TikTok influencers and why this is such a powerful platform.

10. There are over 100,000 TikTok influencers in the U.S.

As of June 2023, there were over 100,000 TikTok influencers in the United States, with follower counts ranging from 5,000 all the way to 1,000,000+.

11. The majority of U.S. TikTok influencers have 50,000-100,000 followers

Nearly 2,000 TikTok influencers have 5,000-10,000 followers, 25,000 have 10,000-50,000, 42,000 have 50,000-100,000 followers, 35,000 have 100,000-250,000, 23,000 have 250,000-1,000,000 and nearly 9,000 have over 1 million followers.

12. Shein, Target and Netflix are the three most-mentioned brands on TikTok worldwide

Shein has been mentioned by 13,400 TikTok influencers, Target by 11,200 influencers and Netflix by 8,500 influencers.

Instagram influencer marketing statistics

Instagram influencer marketing is a must-use strategy for many brands, especially considering most marketers agree it’s the top influencer marketing platform. Learn more about the state of influencers on this social network.

13. There are over 500,000 influencers on Instagram

With over 500,000 active influencers operating on Instagram, it’s no wonder this is the number one influencer marketing platform. There are so many influencers in various niches, giving brands of all shapes and sizes the opportunity to partner up.

14. 65.39% of Instagram influencers worldwide have less than 10,000 followers

The vast majority of Instagram influencers are nano-influencers, with less than 10,000 followers. 27.73% of Instagram influencers have between 10,000 and 50,000 followers, 6.38% have 50,000 to 500,000, just 0.28% have between 500,000 to 1,000,000 and only 0.23% have more than 1 million followers.

15. 14.32% of all Instagram influencers are lifestyle influencers

The biggest category of Instagram influencers is lifestyle influencers. Next, we see music influencers (8.5%), beauty influencers (7.63%) and family influencers (5.74%).

16. Instagram influencers worldwide charge anywhere from $20-7,000+ per post

Nano-influencers (less than 10,000 followers) tend to charge $20-100 per post, micro-influencers (10k-50k followers) charge between $35-450, mid-influencers (50k-500k followers) charge between $150-2,500, macro-influencers (500k-1m followers) charge between $250-7,000) and mega or celebrity influencers (1m+ followers) charge $1,200 and up.

17. Instagram, Zara and Shein are the three most-mentioned brands on Instagram worldwide

Instagram has been mentioned by 85,500 Instagram influencers, Zara by 66,400 influencers and Shein by 57,200 influencers.

18. Instagram influencers worldwide with less than 10,000 followers have the highest engagement rates

Nano-influencers, or influencers with less than 10,000 followers, have the highest engagement rate at 2.53%. Micro-influencers have an engagement rate of 1.06%, mid-influencers come in at 0.91%, macro-influencers at 0.86% and mega-influencers at 0.92%. The average engagement rate of Instagram influencers is 1.9%.

YouTube influencer marketing stats

Finally, let’s cover YouTube influencer marketing stats and what the state of this long-form video platform and its affiliate with influencers looks like.

19. There are nearly 500,000 YouTube influencers in the U.S.

There are nearly 500,000 YouTube influencers in the United States. We don’t have global data, but we can assume there are even more potential influencers to partner with on YouTube globally.

20. The majority of U.S. YouTube influencers have 10,000-50,000 subscribers

Nearly 70,000 YouTube influencers have 5,000-10,000 subscribers, over 300,000 have 10,000-50,000, nearly 30,000 have 50,000-100,000 subscribers, 27,000 have 100,000-250,000, 20,000 have 250,000-1,000,000 and nearly 8,000 have over 1 million followers.

21. The top three YouTube influencer categories globally are people and blogs, entertainment and music

The largest category of YouTube influencers (20.6% of influencers) focuses on content surrounding people and blogs. This is followed by entertainment influencers (16.8%), music influencers (13.7%) and video game influencers (12.1%).

22. Steam, AliExpress and Flipkart are the three most-mentioned brands on YouTube worldwide

Steam has been mentioned on YouTube 76,060 times, AliExpress has been mentioned 53,060 times and Flipkart has been mentioned 49,040 times.

Keep these influencer marketing statistics in mind

Want to ramp up your influencer marketing strategy? Knowing these statistics can help. But so can the right influencer marketing tools. Find the best tools for your team so you can start partnering with influencers in your niche.

The post 22 influencer marketing statistics to guide your brand’s strategy in 2023 appeared first on Sprout Social.

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Best LinkedIn analytics tools to maximize your marketing

If you want to make LinkedIn work for your business, you need to keep a close eye on your performance to see where you stand and how you can improve. This is where social media analytics for LinkedIn comes in. The right tool will show you what resonates with your audience. These valuable insights can enhance your strategic approach, enabling you to more effectively connect with your target audience.

But with a market that’s flooded with options, you may have a hard time choosing the best LinkedIn analytics tool for your business. This post helps you narrow down your options and provides you with a list of the top choices. Let’s take a look.

Why do you need a LinkedIn analytics tool?

LinkedIn analytics refer to a set of metrics used for measuring how your Page and posts are performing on the platform. LinkedIn analytics tools help you keep track of those metrics and understand the effectiveness of your strategy.

According to the latest LinkedIn stats, the platform is the most effective channel for generating B2B leads. However, those leads don’t appear out of nowhere. You need to actively work on producing content that would attract your target audience and turn them into valuable leads.

With the help of a LinkedIn analytics tool, you can get key insights into your audience and better understand how to engage them. You’ll be able to see what types of content resonate with the audience, what information they’re seeking out and so on. This helps you strengthen your strategy to make more effective use of LinkedIn for your business.

Which LinkedIn analytics tool is the best and why?

The native LinkedIn analytics tool offers a range of essential insights into your Page performance. But if you need to dig a little deeper than that, you should consider using a third-party tool. Ideally, these tools should offer data-backed suggestions on how to improve your performance. This includes suggestions such as the top content types and the best times to post on LinkedIn.

The best LinkedIn analytics tool for your business depends on your unique needs and operation size. For example, agency users would want a tool that lets them generate multiple client reports.

At the bare minimum, the tool should let you track key performance metrics for your LinkedIn Business Page. This includes follower and visitor metrics, update metrics, profile metrics and lead metrics. Additionally, you should be able to measure your standing in the competitive landscape. Some tools even let you track metrics related to LinkedIn employee advocacy.

Beyond these basics, you can look for an analytics tool that supports other aspects of your LinkedIn strategy. For example, if you’re running LinkedIn ads, you need a tool that keeps track of your paid campaigns.

Keeping this in mind, here are 12 of the best LinkedIn analytics tools in the market to help you make the right choice.

1.     Sprout Social

Sprout Social’s powerful LinkedIn analytics features put it at the top of our list. The platform gives you a comprehensive look into your LinkedIn performance through key metrics.

What makes Sprout stand out is the ability to help you visualize your LinkedIn data, making it easier to analyze your performance.

An overview of your LinkedIn Page performance helps you understand your Page growth over time. The Performance Summary shows you changes in impressions, engagements and post link clicks. And the Audience Growth chart helps you visualize the number of followers gained or lost over time in a color-coded graph.

For more in-depth insights, Sprout breaks down your performance at the post-level. So you can understand what resonates with your audience based on engagement rates and content types. This informs your LinkedIn strategy by helping you develop more effective content.

Meanwhile, the Paid Performance Report shows you how your LinkedIn ads are performing. This reveals paid metrics such as ad spend, impressions, engagements, clicks and web conversions. You can really drill down on specific campaigns and ads to identify your top-performing ones.

Beyond this, Sprout offers the following key LinkedIn analytics features:

• Tag Performance Report to analyze volume and performance patterns of tagged messages
• Competitor Report for advanced social media competitive analysis
• Inbox Team Report and Task Performance Report to measure the productivity of teams and individual members

Pricing: Starts at $249 per month

Free trial: 30 days

2.     Keyhole

Keyhole offers a powerful Profile Analytics tool to measure your LinkedIn performance. The dashboard gives you a summary of your activity and performance during a given time period. You can keep track of the number of posts, engagement rate and average likes per post during this period.

The tool helps you visualize your post performance with a chart depicting the timeline of posts and engagements received. You can access comprehensive analytics to compare your performance against the competition. The dashboard lets you benchmark your account size, engagements, share of voice and sentiment against theirs.

One of the main highlights of Keyhole is the data-backed suggestions on how to optimize your performance. It gives you recommendations on the best time to post and optimal post length to grow your social media engagements.

Pricing: Starts at $99 per month

Free trial: Limited to 3 account trackers and a sample of historical data

3.     SocialPilot

SocialPilot provides you with detailed insights to see which LinkedIn posts are the most visible and engaging. This helps you fine-tune your content strategy and get more out of LinkedIn marketing.

You can access comprehensive audience insights to research trends in reach and growth patterns. SocialPilot even shows your most active fans so you can amplify their voice for better brand advocacy.

Pricing: Starts at $30 per month

Free trial: 14 days

4.     SocialInsider

SocialInsider offers a powerful analytics tool for LinkedIn. It lets you track your engagement evolution along with vital metrics such as reach and impressions. This gives you an idea of your most impactful strategies so you can optimize your content mix for greater results.

The tool comes with competitor analysis features to see how you stack up. You can keep track of your competitors’ follower growth, engagement rate and campaign performance from this tool.

SocialInsider provides detailed post analytics insights to inform your social media content strategy. These insights help you understand optimal caption lengths, hashtags and content formats. You can then optimize your posts for performance based on this information.

Pricing: Starts at $149 per month

Free trial: 14 days

5.     Brand24

Brand24 is an analytics tool with a focus on social listening insights. It lets you measure brand awareness and presence through brand mentions. These insights help you assess the impact of your latest LinkedIn efforts on improving reach and brand awareness.

You can use the tool to analyze sentiment and understand how people feel about your brand. This gives you an idea of what they like or dislike so you can fine-tune LinkedIn strategy accordingly.

Brand24 helps you measure the effectiveness of your campaign with hashtag analytics. Beyond hashtag volume, it keeps track of metrics such as reach and engagement. This paints a clearer picture of how your campaign hashtags are performing.

Pricing: Starts at $99 per month

Free trial: 14 days

6.     Social Status

Social Status is a full funnel LinkedIn analytics tool. It lets you track top-of-funnel metrics such as reach and impressions. You can measure middle-of-funnel metrics like video views and engagements. Plus, it shows you the effectiveness of your LinkedIn efforts through bottom-of-funnel link clicks.

The Content Feed gives you a comprehensive look at your post performance metrics. This helps you visualize the type of content that makes an impact with your target audience.

Pricing: Starts at $9 per month

Free trial: 14 days

7.     RivalIQ

RivalIQ gives you comprehensive insights into your LinkedIn post performance. You can easily identify your top-performing posts and replicate them for your content strategy. It helps you visualize how your posts are performing by post times. This allows you to optimize your publishing strategy to target optimal post times.

This LinkedIn analytics tool lets you measure hashtag performance by activity and engagement. You can then use these insights to inform your hashtag strategy and maximize your LinkedIn reach.

Pricing: Starts at $239 per month

Free trial: 14 days

8.     DrumUp

DrumUp is a social media management tool that offers comprehensive LinkedIn analytics. It lets you track key performance metrics such as shares, comments and clicks. This paints a clear picture of the types of content that works for your brand so you can fine-tune your strategy.

You can use smart filters to perform a deep-dive analysis and quickly identify your top-performing content. Plus, you can easily spot trends by tracking changes in engagement metrics.

Pricing: Starts at $15 per month

Free trial: 14 days

9.     Iconosquare

Iconosquare is one of the most comprehensive LinkedIn analytics tools in the market. It gives you engagement insights so you can track how they correlate to your content efforts. You can then refine your strategy to boost engagement and improve your brand presence.

The tool helps you visualize your community growth on LinkedIn. It gives you a detailed breakdown of your audience demographics. So you can optimize your efforts according to where they are and what languages they speak.

Pricing: Starts at $49 per month

Free trial: 14 days

10.  Talkwater

Talkwater comes with powerful analytics for audience insights and social benchmarking. Additionally, it offers tools for media monitoring, customer feedback analytics and social listening. It lets you measure your competitors’ social media performance and analyze where you stand. This helps you identify areas for improvement and opportunities to capitalize on.

This analytics tool provides comprehensive audience insights to inform your targeting efforts. You can use it to discover new audiences and uncover prospects that are ripe for purchase.

Pricing: On request

Free trial: No info available

11.  Inlytics

Inlytics is an analytics and scheduling tool specifically designed for LinkedIn. It provides you with real-time and historic visualizations of your content performance. You can use it to track metrics such as impressions, reactions, comments and engagement rates.

One of the most useful features is the Profile Improvement Recommendations. You can get actionable suggestions on how to optimize your profile and improve visibility. Plus, your audience engagement insights will help you understand your audience better. This will then inform how to optimize your content to better resonate with them.

Pricing: Starts at $12.50 per month

Free trial: Free plan with limited analytics

12.  Hootsuite

Hootsuite offers advanced analytics to measure the return on your LinkedIn marketing strategy. This lets you visualize your organic and paid metrics in a single dashboard. So you can better understand how your organic content efforts and your ad campaigns are paying off. It shows you your top-performing posts and best times to post to help you optimize your strategy.

The tool provides you with reports that compare your LinkedIn performance against that of your competitors. These insights can inform how to duplicate their success and leverage missed opportunities.

Pricing: Starts at $99 per month

Free trial: 30 days

Which LinkedIn analytics tool will you choose?

When choosing the best LinkedIn analytics tool for your business, it’s important to clearly assess your needs and budget. This will help you narrow down the features that are important to you and the ones you can sacrifice.

If you’re marketing on other social media platforms, make sure to look for a tool that provides analytics for those other channels as well. This will streamline your social media analytics efforts so you don’t have to switch between multiple tools. Learn more about the top social media analytics tools that offer analytics for LinkedIn.

The post Best LinkedIn analytics tools to maximize your marketing appeared first on Sprout Social.

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How to sign up for Community Notes on Twitter / X — take part in content moderation

Here's how to join X's Community Notes.

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Social customer care is a team sport—are you all in?

When our brand new Samsung TV started acting up, I didn’t even think to call or email the customer support team. Instead, I went straight to social media to air out my frustration.

Within minutes, Samsung responded and helped me slide into their DMs to investigate my case further. The agent (Nick) was kind, knowledgeable and connected me with the right team to solve my technical issues. And when Samsung didn’t hear back from me, several days after my TV was working again, they even reached out to make sure my case was truly resolved. The entire experience was fast, seamless and demonstrated just how much Samsung cares about its customers.

As consumers, we celebrate the brand experiences that are prompt, personalized and make us feel valued by the brand. And according to the latest Sprout Social Index™, 76% of consumers notice and appreciate when companies prioritize customer support. It’s not enough for brands to just engage with customers before and during the buying process. Consumers want to be surprised and delighted at every step of their journey, and brands that deliver on those expectations can turn someone into a life-long customer.

While today’s business leaders don’t need to be convinced of social customer care’s value, they do need to answer who in their organization should own those efforts. But the reality is that social customer care requires the input and collaboration of multiple teams. For shared ownership to be productive rather than chaotic, everyone who touches social customer care needs to be on the same playing field.

Social customer care is everyone’s responsibility

Considering how social supports nearly every facet of the customer journey, brands recognize the need for social customer care to be treated like a team sport rather than the responsibility of one owner. According to the latest Sprout Social Index™, only 24% of businesses say social customer care will be exclusively owned by marketing or customer service teams in the future.

Historically, it used to be that whoever owned the keys to a brand’s social channels was responsible for effectively addressing customer inquiries, concerns and feedback. Social media managers would attempt to juggle their own marketing priorities while also serving as the liaison between consumers and service teams. Consider this familiar scenario: A customer asks a question on social, the social media manager emails or Slacks the service team, then responds back whenever they have an answer. Sometimes customers are redirected away from social entirely and asked to repeat the details of their situation via a form or other channel. As a result, the responsibility is placed on customers, with resolution times spanning days instead of a couple hours.

Now imagine that same scenario where the marketing and service teams are working in harmony. Service agents don’t have to wait for social marketers to triage messages in order to resolve customer complaints. Likewise, social marketers can focus on activities that best harness their expertise instead of chasing down answers that could be easily addressed by the service team. It’s this collaboration between teams that enabled Casey’s, for example, to increase their response times by 90%, ensuring their customers always have a positive experience when communicating with the convenience store chain.

Expecting one team, or one person, to manage every online consumer interaction sets your brand up for failure and ignores how customers actually want to engage. But coordinating stakeholders across multiple departments to align on one cohesive customer care strategy presents its own set of challenges. The more players you have contributing to social customer care, the more essential it becomes to have a sophisticated playbook that keeps everyone in sync.

To scale, you need the right tools and workflows in place

Collaboration between teams is just one half of the social customer care equation. You also need the tools and processes to effectively engage with your customers on social, something only 30% of brands have invested in. It’s not enough to hand the keys to social over to your customer service agents—or pull your social team into your helpdesk platform. Everyone needs to be able to access and act on the right information without relying on others for direction. Here’s why:

• Increased efficiency: With a central solution, brands can achieve economies of scale because your team builds expertise on one tool rather than multiple point solutions—reducing time spent training and onboarding team members later. An intuitive customer care platform can streamline the workflows between marketing and service teams by democratizing access to social data and insights. Increasing transparency across teams makes it easier to see who is handling what, reducing miscommunications and ensuring every interaction is properly addressed. Atlassian, for example, utilizes Sprout’s Tagging capabilities to quickly assign tasks to the right teams and always keep conversations with customers moving.
• Stronger risk management: A shared social customer care platform also helps brands mitigate reputation risk because all teams get the full view of what’s taking place on social. Complaints made on social are publicly accessible by other customers and competitors, and we’ve all seen what happens when a post about a bad customer experience goes viral. With a unified tool that gives all teams a window into what people are saying about your brand, social media marketers and customer service agents can shut down reputation nightmares before they spiral out of control.
• Top-line growth: Finally, consolidating your social customer care tools gives brands an opportunity to transform their customer care strategy from a cost center into a growth engine. When brands can maintain a 360-degree view of their customer, they can use those insights to surprise and delight audiences at scale and salvage potentially negative experiences. With the right context and the right teams in place, even inquiries about a defective product or order gone wrong can transform into an immediate or future purchase.

There’s no “I” in social customer care

If social customer care is a team sport, it’s not enough to have one superstar taking all the shots. You also need a deep bench of people and resources to stay a step ahead of the competition. Brands need to implement tools that enable teams to access the data they need to respond effectively, while also putting insights into the hands of those working to improve the overall customer experience.

At the end of the day, your customer isn’t concerned with who responds to them—only that you do so in a timely and meaningful manner. While those standout customer moments do require the full cooperation of multiple teams, it doesn’t have to come at the expense of simple workflows or solutions. By eliminating silos and democratizing access to social across their organization, brands can consistently deliver personalized service that keeps customers loyal for life.

For more data on how brands can evolve their social customer care approach to stay ahead of the competition, download the Sprout Social Index™, Edition XIX: Breakthrough.

The post Social customer care is a team sport—are you all in? appeared first on Sprout Social.

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A 'predator' can easily target teen streamers on Twitch, say researchers

Teens and minors alarmingly accessible on Twitch can receive donations from strangers for streaming, according to new research.

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Are people actually using TikTok for news?

Is TikTok a news source? A new study found that news accounts are rarely recommended on TikTok, even to news junkies.

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Online reputation monitoring: What it is and why it’s important for business

It’s no stretch to say that reputation management is more important than ever for brands today. Because modern buyers aren’t shy about unfiltered criticism, praise and feedback. But if you only factor direct mentions and reviews into your monitoring, you’re missing out.

There are countless places for consumers to sound off. From shout-outs to call-outs, brands need a pulse on many channels to keep a clean reputation. When done right, monitoring can uncover low-hanging ways to improve your overall business. Below we dig into the key steps involved in online reputation monitoring and why it matters.

Table of contents:

• What is online reputation monitoring?
• How is online reputation monitoring done?
• What are the benefits of online reputation monitoring?
• What are online reputation monitoring tools?
• Reputation monitoring software to try
• What features to look for in a reputation management software

What is online reputation monitoring?

Online reputation monitoring is how brands oversee and analyze their digital reputation. The “monitoring” piece looks at actual feedback from your audience. This feedback can identify customer sentiment (positive or negative), trends and more.

Although reputation management is synonymous with review sites (think: Yelp! or G2), it goes far beyond that. Monitoring your digital reputation involves a wide variety of channels, including:

• News and earned media
• Forums (especially Reddit and Quora)
• Social comments and discussions
• Videos (think: YouTube)
• Third-party review sites and review aggregators

How is online reputation monitoring done?

Although we might think of “monitoring” as a passive process, it’s honestly anything but.

The reality? Monitoring requires active listening and timely action. In fact, this applies to your big-picture reputation management strategy. Planning ensures that you don’t miss crucial conversations among your target audience.

While there’s no one-size-fits-all approach to monitoring, here’s a breakdown to get you started:

Identify the platforms to monitor

Reputation monitoring goes far beyond your owned channels.

Most brands are already watching their social mentions, review listings and direct feedback channels. These are all priorities but they aren’t the be-all, end-all of your online reputation.

So much of online reputation management means monitoring channels where you aren’t active.

For example, B2B brands focused on LinkedIn or G2 may be oblivious to discussions on Reddit. These are the candid conversations that are eye-opening but often fly under the radar.

Don’t make assumptions when it comes to where you think your customers hang out and talk. Consider how many platforms people bounce to and from on the path to purchase. Translation? Online review management involves taking a holistic view of the platforms you track.

Scope the terms, hashtags and keywords to monitor 

No surprises here. You can’t actually do reputation monitoring until you figure out what you want to watch for.  For most brands, this means analyzing a combination of phrases and hashtags including:

• Branded searches (ex: “Sprout Social” or #sproutsocial)
• Product-related keywords and phrases (ex: “social media management software”)
• Industry and product-related terms (ex: “social listening”)
• All of the above as it relates to competitors and alternative products

But with the stakes so high, these are not words and phrases you should guess.

Through social listening, brands can see firsthand what people are actually saying. This includes specific terms and language. You can likewise look at your SEO strategy to find additional terms to monitor. When in doubt, consider talking to your sales and customer success teams as well. These conversations can reveal timely and trendy terms used by your audience.

Analyze your reputation over time

Pop quiz: does your brand have the reputation of an industry leader? How do people feel about you versus your competitors? What do you do well and where could you improve?

These questions can all be answered based on conversations that are already happening.

Granted you’re monitoring them.

Again, monitoring requires being both attentive and proactive. Tracking conversations relevant to your brand needs to be consistent and scalable. A consistent approach provides an up-to-date understanding of your reputation and ways to improve it.

This is where something like social media sentiment analysis can really save the day. For example, Sprout Social identifies conversations and key terms illustrating how your audience feels about you. The good, the bad and everything in between.

Linking it all together with a reputation monitoring tool

Realistically, businesses can’t track each and every digital conversation manually. There are too many channels and opportunities to miss crucial touchpoints with a DIY approach This speaks to the need for dedicated online reputation monitoring tools for your tech stack.

What are the benefits of online reputation monitoring?

Keeping a pulse on what people are saying about your brand might be a no-brainer.  However, the value of comprehensive reputation monitoring can’t be overstated.  From positioning and messaging to your content and product, there’s so much to gain by leveling up your monitoring being direct mentions. Let’s take a closer look at the benefits below.

Increases brand awareness through listening

The more people shouting you out, the better. The more data you can gather, too.

Integrating reputation monitoring in your marketing strategy is about more than just keeping a pulse on your brand. It also fosters a culture that encourages more conversations about you.

This represents a sort of snowball effect. More mindful monitoring means more conversations which translates into more brand awareness. This is especially true for brands that take the time to authentically reply and engage with their audiences.

Think about how brands frequently respond to reviews and feedback in public. These interactions do double-duty of building visibility and putting your brand in the best light possible.

Effective monitoring enhances customer relationships

This is the big one.

Online reputation monitoring isn’t all about “me, me, me.” Not by a long shot.

For starters, effective monitoring can uncover strengths and weaknesses when it comes to how you serve your customers. This might include lag times in customer care or figuring out that your customers at large might not understand a feature of your product.

You can likewise uncover new opportunities to delight your dedicated customers (see below).

Gain a competitive advantage by tracking trends

Reputation monitoring is invaluable for the sake of competitive analysis. Tracking relevant industry and product-related conversations can help you understand:

• Product features (or new products) that outshine that of your competitors
• Areas where you could be more effective (think: customer care, onboarding)
• Shared frustrations and pain points among your target audience
• Terms associated with your brand and product to feature in your marketing messages (think: “easiest” or “fastest”)

For example, the word cloud generated by sites like G2 can be eye-opening. These pros and cons could inspire future content, product features and more.

Brands quite literally can’t afford to just watch customer feedback roll in and not react. This applies to both positive and negative sentiments alike. This is an example of how effective reputation monitoring can uncover actionable ways to boost your business.

Avoid and prevent social media crises before they take off

Monitoring involves a lot of sifting through noise. Done right, you can see trends that point to bigger-picture issues and opportunities.

For example, a sudden flood of negative reviews could be a sign of a total social media PR crisis. Being able to monitor these issues before they have a chance to snowball is massive.

This drives home how online reputation management involves action in addition to listening.

Empower the rest of your organization with timely data

The benefits of a strong reputation trickle down to the rest of your team (hint: not just marketing).

Illustrating positive sentiment via reviews makes it easier for your sales team to actually sell.

Likewise, your custom success team can gain insights to understand who’s happy and who might need additional support.

What are online reputation monitoring tools?

Online reputation monitoring tools help brands aggregate and analyze brand-related conversations. Review management software is among the most common tools in brands’ stacks for monitoring reputation.

But again, conversations relevant to your reputation go far beyond managing Google reviews.

All publicly available data is fair game. Comments, forum posts, podcast mentions, you name it.

And so all of the above should factor into your reputation monitoring.

Why do businesses need software to monitor online reputation?

Reputation monitoring should be integrated into your marketing stack, plain and sample.

However, no brand should invest in a tool “just because.”  Let’s look at reasons why so many brands are upping their investment in reputation tools.

There’s such a wide variety of networks to monitor 

This bears repeating! Tracking social platforms like Instagram, TikTok and Facebook is just the beginning. This doesn’t account for forums and other places where crucial conversations happen.

Monitoring every corner of the Internet “by hand” isn’t realistic. Gaining the most complete perspective on your brand’s reputation requires a tool to gather, source and analyze that data.

You need to consolidate your notifications and alerts

Anything you can do to keep yourself from bouncing between platforms is a plus. Having cross-platform alerts and notifications in one place can do the trick. Ideally, your reputation monitoring tool should integrate seamlessly with the rest of your tech stack.

You need to identify trends based on actual data

With the right online reputation management tool, you can turn qualitative information into quantifiable data. Marketers are rightfully obsessed with metrics and numbers related to reputation are among the most actionable for brands.

For example, brands can course-correct with confidence by analyzing an uptick of negative sentiment. On the flip side, you can boost messaging and marketing based on positive sentiment.

Reputation monitoring software to try

Consumers are spoiled for choice when it comes to providing feedback about brands.

And similarly, brands are spoiled for choice when it comes to reputation monitoring software.

That said, the abilities of any given monitoring tool vary greatly from app to app. For example, many free tools are able to highlight mentions but don’t provide in-depth sentiment analysis.

To illustrate a few options, check out this quick list of reputation monitoring software solutions.

Sprout Social

Sprout’s suite of reputation management tools makes it a cinch to both gather and analyze feedback related to your brand. Powerful social listening combined with a consolidated, collaborative inbox means you never lose track of those crucial conversations. Meanwhile, in-depth reporting and analytics via social listening are a treasure trove of insight.

Social Mentions (by BrandMention)

Free apps like BrandMention’s Social Mentions tool can serve as an introduction to reputation monitoring. The app’s results are more focused on mention volume and sources but also offer basic sentiment analysis.

SentiOne

AI-powered listening tools like SentiOne can help marketers understand sentiment from social media, YouTube comments and beyond. The platform specializes in insights and reporting related to large data and improving customer care.

Birdeye

Birdeye takes reputation management a step further by analyzing positive comments and also automating outreach messages to turn those comments into “official” reviews. The tool can also identify trends and provide a competitive analysis of your company versus others based on sentiment analysis and key terms.

Google Alerts

Google Alerts is arguably among the most basic but also easy-to-use tools for monitoring online reputation. The platform allows you to set up real-time alerts for specific topics and aggregate mentions over time to deliver via email or RSS feed. 

Online reputation monitoring features to look for

The monitoring features that makes the most sense for your brand largely depends on your needs.

That said, reputation management tools are most effective when they seamlessly integrate with your existing marketing tech. Juggling multiple monitoring apps doesn’t make sense for the sake of saving time. You likewise risk getting a fragmented understanding of your reputation.

Below we highlight the must-have features for reputation monitoring software in general.

1. Collaborative workspace

Again, reducing platform-hopping should be a priority for brands. Having your reputation analysis side-by-side with your other marketing tools makes it easier to make interventions. This includes responding to a social shout-out or a negative review. The ability to collaborate in one space means that your team can also work swiftly to intervene without stepping on anyone’s toes.

2. Reporting and analytics

Reporting is crucial for marketers in the era of accountability. Putting your customer feedback into context ensures that you’re tracking relevant activities and customer phrases. The ability to conduct regular sentiment analysis is especially important to understand the impact of your marketing efforts.

3. Multichannel notifications

When responding to hundreds (or thousands!) of reviews, a review management tool that offers various notification settings is key. Bonus points for software that provides the option of delivering notifications in real-time and across channels.

4. Integration with your CRM

Chances you or your teammates are already doing a lot of heavy lifting in your CRM.  Review monitoring goes hand in hand with your pipeline and revenue tracking to create a unified hub for managing customer and prospect activity. Not to mention improve your customer care strategy.

5. Artificial intelligence and automation

Like it or not, artificial intelligence can play a crucial role in reputation management. Automating activities including sentiment analysis and social listening provides a deeper understanding of pain points and customer needs than is possible manually.

How to take your online reputation monitoring to the next level

Maintaining a strong online reputation starts with monitoring and taking action.

Social listening and review management should be top priorities for brands of all sizes. This is especially true as social media becomes the go-to place to conduct product and brand research.

With an in-depth tool that aligns with your existing martech, you can understand and analyze your brand’s reputation with confidence. If you haven’t already, test-drive Sprout Social and its suite of online reputation tools that can help.

The post Online reputation monitoring: What it is and why it’s important for business appeared first on Sprout Social.

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