Blog

Epictetus, the stoic Greek philosopher, once said, “God gave man two ears but only one mouth, that he might hear twice as much as he speaks.” One has to wonder what Epictetus would say now in the 24/7, hyper-connected flow of content via social media and seemingly unlimited entertainment streaming?! Organizations paying close attention can strategically influence these experiences by interacting with their prospects and customers at exactly the right time.

Brands can fail to have effective social engagement when their social media management tools are unable to hear and interpret structured and unstructured data from the web. True social listening is the sum of hearing and interpretation. Astute Social has a custom-built web crawler not found in any other tool that thoroughly examines the web. The web crawler has a unique natural language processor that is able to understand unstructured data on blogs, forums, or message boards like the structured data available on social media sites.

With so many consumers turning to social media to share their experiences with and about the brands to which they give their business, monitoring the social web has become an absolute necessity. But what many companies are finding is that alone, basic monitoring provides little value to the business or the relationship they have with their consumers.

According to a recent study reported on by Mercury News, nearly half of all companies don’t utilize social media for customer service purposes. Here's how to implement social media as part of your customer service strategy.