Real-time awareness of customer feedback on social media is critical for business success

In today's hyper-connected world, the voice of the customer has never been more powerful. With the widespread use of social media platforms, customers now have multiple channels to express their opinions, share experiences and interact with businesses. 

This makes it crucial for companies to not only pay attention to what their customers are saying on these platforms, but also to actively engage with them. That’s why it’s important for organizations to tap into the voice of the customer, understand their sentiment on social media, and utilize an AI-based platform like unitQ to make sense of all of this real-time user feedback.

Uncovering valuable insights

Social media platforms provide companies with the opportunity to receive real-time feedback on their products and services. Customers are quick to share their experiences, both positive and negative, which can help companies identify areas that need improvement.

This instant feedback allows businesses to make data-driven decisions and quickly respond to customer concerns or dissatisfaction, leading to better customer experiences and improved revenue streams.

Strengthening brand loyalty

Actively engaging with customers on social media not only helps to resolve issues but also fosters strong relationships and loyalty. When customers feel heard and valued, they are more likely to become brand advocates, recommending the company to their friends, family and social networks. This word-of-mouth marketing is incredibly powerful and can significantly boost market share. This level of engagement  fosters a sense of trust with customers, too.

Rapid issue resolution

One of the most significant advantages of social media is its immediacy. Customers can post their concerns, complaints, or praise in real time, providing companies with the opportunity to respond quickly and efficiently. By addressing and fixing issues promptly, businesses can mitigate potential damage to their reputation and demonstrate to their customers that they genuinely care about their experiences.

Embrace unitQ for actionable user insights

unitQ empowers organizations to understand users in real time by visualizing their products and services through the eyes of their users. Some of the world’s top companies rely on unitQ to drive growth, reduce churn and build brand loyalty.  

Our AI platform accomplishes this by ingesting organizations’ user feedback from more than four dozen channels — from app stores to Zendesk. 

When it comes to social channels, our integrations include:

• Facebook

• Facebook Ads 

• Facebook Groups

• Instagram

• Twitter

• TikTok

• YouTube

*Learn more: Supercharge your organization’s online community engagement with unitQ

Understand customer pain points

We parse data from our integrations with machine learning and proprietary algorithms in real time to enable organizations to understand customer pain points, and to prioritize fixes and roadmaps for an exceptional user experience. Organizations can learn what features customers want, what they love about their products and services, as well as get AI summaries about everything that is being said about the organization — all in real time.

We want to make sure your organization is completely covered as far as monitoring all your user feedback is concerned. Check out our integrations page to see which integrations we currently support. If you don’t see one of your data sources listed, let us know and we will consider adding it to our ever-growing roster.

About unitQ

unitQ is the missing link in your feedback loop, providing AI-powered insights from user feedback to help you craft high-quality products, services and experiences. Category-leading companies like Spotify, Bumble, Pinterest, Reddit, Chime, and HelloFresh rely on unitQ to drive growth, reduce churn, and build loyalty. Want to know what users think about your organization? Get a free AI-driven CX report. To learn more about unitQ, request a demo.

Follow unitQ on Linkedin and Twitter. 

David Kravets is Senior Content Marketing Manager for unitQ