Social Media Monitoring and Management

Keep up to date with what people are saying about your brand in all of your markets across the globe.

As internet users become empowered with the huge amount of information at their fingertips,   social media has become increasingly important for brands that want to engage with new and existing customers online.

There are several social media channels that your customers could be using, and they could be talking about your brands in hundreds of different languages. As part of our social media monitoring and measurement service, we can help you identify where these customers are, how they are communicating with each other, and what they are saying about your brand.

Our Multilingual Services

Our network of over 7,000 in-country native translators and social media professionals can help you keep on top of conversations in all of the markets in which you operate. We build specific social media translator teams for our clients to ensure that they are experts in the type of work being carried out.

Multilingual Community Management

A challenge most companies face with social media is keeping their online presence up to date with latest company news or special offers. Similarly, companies face the challenge of being aware of how customers are interacting with the content being published on social media, and with the comments – positive or negative – that are being posted.

We can help you ensure that social media channels are well managed, and that any community interaction needed is handled in accordance with your brand guidelines and your organization’s tone of voice.

Because our network is extremely flexible, we can achieve this on the basis of your own requirements and organizational goals, expanding or contracting our services as required.

Multilingual Social Media Monitoring

Keeping your own presence up to date is one challenge. It’s another to keep track of the groups and posts in which your organization is being mentioned in online conversations.

Our proprietary social media monitoring tools allow us to flag and track mentions about your organization online. Once a mention has been flagged, we check to understand how your brand is being talked about. We can report these details to you at given times, and we advise on when you should and shouldn’t join in conversations.

The video below explains the social media and wider internet shift…

Below are some of the social platforms our team has experience in:

Facebook

Facebook is the world’s largest social media network with over a billion users worldwide – that’s the equivalent of around 1 in 7 people. If Facebook were a country, it would have the third highest population. If your brand is online, it’s very likely that Facebook users are commenting on your website, your advertising, and your products on a regular basis.

Monitoring Facebook for mentions about your brand and identifying any issues with your product or service in over 200 countries around the world is a daunting challenge. Luckily, we’re here to help. We have lots of experience in monitoring our clients’ Facebook communities in several regions around the world. This ensures that their global campaigns are successful in their target territories.

Our staff are encouraged to use Facebook, including many of the more advanced features such as security features, creating private or public groups, and studying Facebook Insights data to get an understanding of how the platform works. We can then better serve our clients in getting the most from the data Facebook provides.

We use a range of monitoring tools that are adapted for use on Facebook in order to better analyze sentiment and identify issues for brands before they become problems.

In order to successfully manage your Facebook community, you need to ensure that you’re speaking the same language as your followers. Easy enough if your company employs lots of multi-lingual staff, but if you’re a smaller company with few employees, then you’re more than likely to require some professional support.

We help lots of UK and US companies with their Facebook community management,  responding to user queries in their native language and reporting any issues or complaints. This allows brands to concentrate on delivering and exceptional Facebook service, rather than having to try and understanding what customers are saying in various languages across all of their Facebook communities worldwide.

Twitter

With more than 200 million active users worldwide, businesses can’t ignore this huge online social networking and micro-blogging service. Twitter has gained popularity as a communication channel for businesses and news outlets due to its ease of use and accessibility.

We provide consultancy for brands that want to use Twitter as a tool for global expansion but don’t necessarily have the dedicated resources to monitor and measure Twitter activity in the various territories in which they operate. We can provide advice and best practice tips on everything from selecting a Twitter username (or Twitter handle) to selecting which conversations to take part in to ensure that your brand is represented as well as optimally positioned within your target market and in the minds of your target audience.

LinkedIn

LinkedIn is the world’s most popular social network for professionals and businesses. If your company operates in a B2B environment, it is highly recommended that your company have a LinkedIn presence.

The company has already translated its platform into English, Chinese (Simplified), Czech, Danish, Dutch, French, German, Indonesian, Italian, Japanese, Korean, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Tagalog, Thai and Turkish. The company is considering adding more languages in the future.

Businesses can no longer ignore the conversations about them taking place around the world on LinkedIn just because they are in a different language. Maintaining a positive brand perception is critical to businesses success.

By using a professional translation agency to monitor and manage your LinkedIn community and see how professionals are interacting with your LinkedIn pages and groups, you can save time and money on translators and concentrate on delivering value to your overseas customers instead.

Google+

Although not as popular among social networkers as Facebook, Google+ has been increasing in popularity in recent years and is currently the second most popular social network worldwide.

Brands have therefore started to take notice and many now have company profiles on Google+. Marketers have also been encouraged to use Google+ by SEO experts who have claimed that the social network has others benefits, including increased rankings on Google search results pages.

A social network allows users to communicate in a dizzying number of languages. It is therefore a major opportunity for brands who want to engage with customers in their native tongue. We offer a custom social media monitoring service for Google+, and can tailor this to your own requirements.

Sina Weibo

Sina Weibo is an obvious choice for brands that need to gain exposure among consumers in China. It is the most popular social network in China, with around 300 million users.

In China, it isn’t uncommon for competitors to attack your brand with negative reviews or comments, so it is essential to be vigilant and monitor all of your brand mentions on the social media platform to ensure success. Luckily, we’ve had years of experience monitoring and managing large brands’ social media presence on Sina Weibo, so you can feel comfortable that your Chinese social media monitoring and community management is in safe hands.

The Future of Social Media

Nobody expects the Internet’s social element to disappear. The uptake and daily activity within social media online suggests that it is here to stay, whether in the form of Facebook, Twitter, or something new.

It is likely, however, that moderation will only increase. Whether you are a government, organization, or individual, your reputation is at stake wherever people talk about you. Increasingly, and indelibly, that is online.

Social Media is also changing how advertisers think about demographics. Those insights could have profound effects on marketing and advertising. The video below was recorded at TEDWomen, December 2010. Johanna Blakley shows some interesting statistics on gendered use of social media, and discusses how social media insights are affecting the way advertisers approach traditional demographic groups.

There are several case studies where Social Media has been used to great effect. Dell’s IdeaStorm project is one example which is often referenced, where social media was used not only to engage customers and improve their service, but to improve the company and its products as a whole. Following Dell’s lead, organizations that choose to embrace social media may well weather more storms and be successful in addressing customer dissatisfaction.

We offer social media monitoring and management services for most languages and regions, including Eastern Europe, Scandinavia, Russia, China, Japan, India, Brazil, Mexico, Turkey and France.

Contact us today to find out more about our social media monitoring services in multiple languages.



 
 

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