Every business wants as much customer feedback as possible. That’s why we obsessively measure NPS (which barely has any statistical validity[1]) and run surveys (which, in addition to being biased by definition, can negatively impact customer experience[2]) like it’s the end of the world.
But the feedback we really want is different. It’s genuine, quick and easy to get, and structured enough so we can analyze it effectively. That’s where social listening, or social media monitoring, comes in.
Social listening[3] is the process of monitoring mentions of keywords (for example, a brand name) or key phrases across social media and the Internet at large. Think of it as a way to measure people’s awareness of any subject – and their opinion on it – without having to ask questions.
More and more companies are adopting social media monitoring every year, and social listening tools are also evolving quickly. Even though they’re called social media monitoring tools, many apps go beyond social media and monitor the web at large. Finally, they analyze the data in order to provide you with insights you can learn from and act on.
In this post, we’ll look at the best social media monitoring tools you can use in 2020.
Awario is one of the best options in terms of bang for the buck. With pricing starting at $29/month, it comes equipped with many features of Enterprise-geared tools: sentiment analysis, topic clouds, Boolean search, and more.
In terms of coverage, Awario monitors Twitter, Facebook, Instagram, YouTube, Reddit, news and blogs, and the rest of the web. Let’s look at what makes Awario stand out.
Rich analytics
Awario lets users measure dozens of social listening metrics, such as sentiment, reach, share of voice, key themes,