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How to actively seek out complaints
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How to actively seek out complaints & monitor your brand

Andrej Csizmadia

Andrej Csizmadia

May 6, 2014
Last modified on December 30, 2021 at 3:50 pm

Nothing is worse than an unnoticed complaint. Especially when more people join and complain and you have no idea of this happening somewhere out there on the world wide web. Your brand reputation is your treasure and you have to keep it safe. But how?

In my previous blogpost I mentioned how to deal with complaints of any type. Today I will go into more detail on how to seek out complaints and brand mentions. Did you know you can also use brand monitoring to find new business opportunities? Continue reading and you will find out how.

Getting started

The easiest way to start with brand monitoring is to setup Google Alerts. It’s easy and it’s free. Simply select the keywords which you want to monitor and have Google send you an overview of brand mentions everyday (or week). There’s a couple more preferences which you can setup: Result type (Everything, News, Blogs, Discussions, Video, Books), result language, result region (based on country) and the option to send only best matches or all matches.

LiveAgent alert settings

Now, this is very good option to start with, but let’s face it, for our purposes it’s just not enough. Google Alerts don’t dig into all places we need(no social media monitoring) so it’s good practice to setup a secondary level brand monitoring with a helpdesk software.

Advanced social media monitoring

Google Alerts is an OK start. But, in the era of social networks, it’s simply not enough. What it lacks is the feature to actively monitor brand mentions on social networks. Fortunately, there’s a solution for that.

LiveAgent’s social media monitoring feature is just what you need for tracking keyword and brand mentions on social media. 

  • Facebook monitoring: LiveAgent connects with your Facebook page and tracks all wall posts, comments and private messages so you can have your fans and haters under control 24/7. Everything is tracked and transformed into tickets (What is a ticket?) so your customer support agents can react right when a complaint is created and put out the fire before it spreads. With LiveAgent, you have 100% certainty that nothing gets lost on Facebook.
LiveAgent Facebook comment answer
Facebook Complaint
Facebook comment as ticket on LiveAgent
Facebook complaint tracked in LiveAgent
  • Twitter monitoring: I have to admit that I’m not a very big fan of Twitter, but as a source for brand monitoring it works perfect. 140 characters limited posts and very accessible API makes it easy to connect with 3rd party applications like LiveAgent.

Let’s say your company’s name is “Helicompany” and your Twitter profile is “@Helico”. Every Tweet or retweet where your company’s page (e.g. @Helico) is mentioned will be transformed into a ticket. It’s pretty obvious that you want to monitor your company’s twitter profile. But what if your profile name is not the same as your company’s name (@Helico vs Helicompany) ? LiveAgent can track custom keywords or keyword sets and transform them into tickets as well. In this case, any Tweet that contains the keyword “Helicompany” will be tracked and transformed.

Tweet containing keyword
Tweet contains the keyword: “Helicopter”
Tweet containing keyword transformed to ticket
Keyword “Helicopter” is tracked and the Tweet is transformed into a ticket

Monitor your brand like a pro

Now that you know how to seek out complaints and how to deal with complaints of any type, you’re ready to start using brand monitoring for finding new business opportunities and increasing your profit. Stay in touch, subscribe to our newsletter and you will find out how in my next blogpost!

Join the discussion and I’ll be happy to answer your questions.

Andrej Csizmadia

Andrej Csizmadia

Growth Marketer

Andy is Growth Marketer at LiveAgent. Previously, he studied International Relations and Business Diplomacy and was active as a volunteer in the world's largest student run organization, AIESEC. Running, music and reading books are his favourite free-time activities.

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