It should be monitored because social media is the place consumers now go to praise or complain about a product or service. And today’s consumers have come to expect a timely response when they complain. Monitoring social media allows companies to provide more responsive customer service on social channels and get real-time feedback that can be used to inform product development, content creation, and campaign strategy.
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About the Author: Carmen Yeung
As a marketing associate at Synthesio, Carmen creates content related to social intelligence and marketing by making connections between Synthesio's software and real-world applications. She also works to monitor and optimize Synthesio's social platforms. Outside of work, she enjoys reading, dabbling in art, and spending time with family and friends.