What is automation? Automation is using a system to perform a specific task You define the steps, the system performs those steps Automation can support different outcomes Automation can also include both human and AI steps What is social listening? Social listening is monitoring social media for feedback, mentions, or relevant chatter to gain insight or act Social listening is automation for social media What does automation have to do with social media? Why social media matters to SMEs >½ the world uses social media. COVID increased adoption by 10% in April alone! 59% of people prefer brands that use social media for customer services Average social media user has 8.3 different social accounts. Increase to 9.4 for young ones. >½ of brand discovery online happens on social media and 43% use social media when researching things to buy Find opportunities “PR can really help a company get on the map but hunting for opportunities is time-consuming. We use automation to find relevant #journorequest tweets and send me an email with everything I need to follow up quickly. Speed is key to PR” Ruth Kearney – Nightingale HQ Social media is customer services 89% of consumers began doing business with a competitor following a poor customer experience. (Oracle) 45% of consumers share bad customer service experiences via social media. (Dimensional Research) Consumers are 71% more likely to make a purchase based on social media referrals (Hubspot) When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company. (Bain & Company) What social listening tools are out there? Your existing tools - Manual monitoring - Social stats aggregation Top tools - Forrester Wave reports tools like Talkwalker, Brandwatch (powers Hootsuite Insights) Sprout Social - Offers social listening - Cool features like trend analysis, bots, anomaly detection - Minimum $149 per month Hootsuite Insights - Offers social listening and brand analytics - Cool features like trend analysis, anomaly detection, and social selling support - Minimum £520 per month, before the Add-On Talkwalker - Offers social listening and brand analytics - Cool features like trend analysis, huge amount of sources, network analysis - Minimum £520 per month reviewtrackers - Offers review monitoring - Cool features like monitoring, aggregation, responses - No public prices on tiers What will the GoSmarter social listening tool do? Basically free: Uses super cheap and free services that scale 24/7 monitoring: Uses AI to find negative mentions or problem media Fits in: Works with what you have Gets you started: You have full control and can grow it over time What next? GoSmarter: Bringing automation to business. Four more webinars on some specific areas of automation and digital engagement with customers NightingaleHQ.Eventbrite.co