Social Listening Overview

Listening on X (formerly Twitter)

SmartWeb can monitor specific hashtags and keywords on X (formerly Twitter) to efficiently track conversations about your brand. Real-time data collection provides the following benefits:

  • Quickly capture authentic customer feedback
  • Monitor brand reactions and reputation
  • Identify potential issues and improvement opportunities early

Limitations of Listening Features

Current social listening functionality is limited to basic monitoring and does not support more advanced analytics. Specifically:

  • Basic keyword and hashtag tracking is available
  • Sentiment analysis and detailed trend analysis are planned for future feature expansion

Listening on Facebook and Instagram

On Facebook and Instagram, comments on posts and @mentions can be automatically converted into tickets. This functionality allows you to:

  • Quickly manage customer feedback
  • Never miss important customer communications
  • Streamline responses across multiple social platforms

By leveraging these listening features, companies can strengthen two-way communication with customers and gain real-time insights into brand reputation and customer voices.