Social media audits are conducted to check the overall customer concern handled by organizations on social media platforms. With the advent of the internet and social media, customers and prospects find it easy to convey their opinion, request or complaint on these platforms which if not attended properly can degrade the organization’s reputation in no time. Therefore, to fulfill customer expectations, organizations need to be prompt and accurate to deliver delightful customer service online.
Recommendation of effective suggestions to modify the response
Opportunity to determine which type of responses are successfully retention or convincing them
Effective suggestions to deliver personalized experience
Social media audits are necessary for the organizations because their responses to the customers on digital platforms are publicly available and can be viewed by anyone.
It provides an opportunity to determine which type of responses resulting in detractors. It gives an honest glimpse of customer’s interaction with the organization and assesses current social media importance for the brands.