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.
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. This process helps in evaluating the efficacy or turnaround time, tone and context of the response by the organizations to customer complaints, requests or feedback. Key findings lead to gap analysis which helps in improving the online response.
QDegrees provides social media audit services to enhance customer experience and offers customer satisfaction. We analyze the comments on social media and categorize them under request, complaint or feedback. The TAT , tone and relevance of the response by the organization is checked and analyzed to find out areas of improvement and opportunities. We recommend effective suggestions to modify the response in order to deliver personalized and delightful customer experience.
Social media audit provides an opportunity to determine which type of responses are successfully retaining or convincing the customers and which are making them detractors. It gives an honest glimpse of customer’s interaction with the organization and assesses current social media importance for the brands.
To improve your social media interaction with customers, connect with our proficient CX consultants today!