List the channels that matter
Define which accounts and networks need monitoring. The more channels without an owner, the higher the risk that a complaint goes unanswered.
- Official brand accounts
- Mentions and terms that matter
- An owner for each channel
Bring everything into one inbox
In the inbox, comments from compatible networks appear together and replies stay in the history. Private messages depend on each integration's permissions, so check what each network allows before promising a deadline.
Sort before replying
Separate questions, praise, complaints and sales requests. Complaints need a reply with an agreed deadline and, when needed, a handoff to whoever can solve the problem.
Use the patterns to improve
Record the themes that keep coming back. They show what the audience asks and can become content, a standard reply or a change in support.
- Recurring themes
- Unanswered questions
- Content that raised doubts
