It’s true, social media never sleeps. Therefore, brands need to have a strategy in place to ensure engagement and response is a priority.
What is social media monitoring? It is the task that allows one to track social media mentions, engage and respond in real time. Each company sees the importance of social media monitoring. For some, it is being timely in responding to complaints, online reviews or inquiries.
If a customer reaches out via social media and a company or brand chooses not to respond, it is likely that they turned that customer sour and they will not return.