Oktopost - Detailed Review
Customer Service Tools
Oktopost - Detailed Review Contents
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Oktopost - Product Overview
Oktopost is a comprehensive social media management platform specifically crafted for B2B marketers. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
Oktopost is designed to help B2B marketers manage, analyze, and optimize their social media strategies. It enables users to schedule and publish content across multiple social networks, track performance metrics, and integrate social data with their broader marketing ecosystem.Target Audience
The primary target audience for Oktopost is B2B marketing teams. It is tailored to meet the unique needs of businesses that focus on business-to-business marketing, helping them to engage with customers and prospects more effectively.Key Features
Social Media Management
Oktopost allows users to schedule unlimited posts across various social networks, ensuring consistent and timely content delivery.Social Analytics
The platform provides advanced analytics to track valuable business performance metrics, helping marketers measure the impact of their social media efforts on revenue and other key business outcomes.Social Listening
Oktopost includes social listening capabilities, enabling marketers to monitor keywords, mentions, and other relevant social media activity to stay informed and responsive.Employee Advocacy
The platform features an employee advocacy program that allows companies to promote social content through their employees. It includes tools to measure the performance of advocacy posts, identify top advocates, and assess employee participation.Social Engagement
Oktopost offers tools for managing social media conversations, including a unified inbox for all social media interactions, the ability to assign conversations to team members, and AI Assist to streamline responses.Integration
Oktopost integrates natively with major marketing automation and CRM platforms such as Salesforce, Marketo, Eloqua, HubSpot, and Microsoft Dynamics 365. This integration helps marketers leverage social data to improve customer experience and drive revenue growth.Additional Features
Other notable features include UTM tagging, a media library, crisis mode, roles and permissions, and the ability to track and measure the ROI from social media and employee advocacy efforts. Oktopost - User Interface and Experience
User Interface Overview
The user interface of Oktopost, particularly in its customer service and AI-driven tools, is designed with a focus on ease of use and a streamlined user experience.Navigation and Layout
Oktopost has undergone significant updates to its user interface, particularly in its navigation. The platform now features a redesigned navigation system where the submenu, user profile menu, and notification center have been moved from the top of the screen to the sidebar, next to the main menu. This change helps to clean up the screen, providing a more focused and uninterrupted working environment. The new submenu is expandable and collapsible, freeing up more space for the platform’s features. Additionally, tertiary navigation is now available as an accordion menu in the sidebar, making it easier for users to know exactly where they are and how to quickly move to other sections.Ease of Use
Users have reported that Oktopost is easy to use, even for those who are new to social media management tools. The platform offers a simple and intuitive interface, with features like drag and drop capabilities that make it straightforward to manage social media posts and campaigns. Once the basic navigation is learned, users find the platform quite easy to use, with many noting that they did not need any onboarding or extra training to get started.AI-Assisted Tools
Oktopost has integrated AI-powered tools to streamline content creation and customer engagement. Features like the Post Wizard, Message Mixer, Content Spark, and Story Slinger use AI to assist in editing, rephrasing, and generating social media posts. These tools are accessible in various parts of the platform, such as the Post Console, Inbox, and Story Message Editor, making it easier for social media managers and advocates to create and customize content quickly and efficiently.Social Media Engagement and Customer Service
The platform allows for unified management of social media conversations, bringing every mention, comment, and direct message into one inbox. This enables timely follow-ups and personalized communication with customers across multiple channels. Users can assign social media conversations to relevant team members, leave notes, and collaborate to ensure fast and accurate responses. The integration with CRM and marketing automation platforms further enhances the customer experience by providing a seamless interaction history.Analytics and Reporting
Oktopost provides comprehensive analytics and reporting tools, allowing users to track content performance, engagement metrics, and campaign effectiveness. Custom reports and cross-channel analytics help users take a data-driven approach to their social media strategy, identifying which posts and campaigns drive lead generation and measuring key metrics.Conclusion
Overall, Oktopost’s user interface is designed to be user-friendly, with a clear and organized layout that facilitates efficient use of its features. The integration of AI-assisted tools and the focus on streamlined navigation and analytics make the platform a valuable tool for managing social media and customer engagement effectively. Oktopost - Key Features and Functionality
Oktopost Overview
Oktopost, a social media management platform specifically oriented for B2B marketers, offers a range of features that enhance customer service, social media engagement, and content creation, with a significant integration of AI tools. Here are the key features and how they work:
Social Media Engagement and Customer Service
- Unified Inbox: Oktopost brings all mentions, comments, and direct messages from both organic and paid social media channels into a single inbox. This ensures timely follow-ups and streamlined communication.
- Social CRM: This feature allows you to see the interaction history of people and accounts that have engaged with your brand. It integrates with your CRM and marketing automation platforms to provide a seamless customer experience.
- Conversation Assignment: You can assign social media conversations to relevant team members, leave notes and mentions, and collaborate to ensure customers receive fast, accurate, and personal responses.
- Response Time Measurement: Oktopost helps measure how your team responds to conversations across multiple channels, improving response times and identifying potential bottlenecks.
AI-Driven Content Creation
- AI Assist: This AI tool aids social media managers in overcoming writer’s block by adding content flair to their writing. It can expand, simplify, or rephrase posts, and change the tone of the text (e.g., professional, funny, engaging, or casual). AI Assist is available in the Post Console, Inbox, and Story Message Editor.
- AI Content Generation: Oktopost’s AI tools help create compelling and engaging social content at scale. These tools are integrated into the existing social media management platform, ensuring content is created on time and aligns with your brand voice.
Additional Features
- Social Publishing: Schedule large volumes of social content across multiple networks, including the ability to post in a calendar view and have drafts approved before they are scheduled.
- Social Analytics: Track valuable business performance metrics and integrate social data with your entire marketing ecosystem.
- Social Listening: Monitor keywords and stay informed about relevant conversations on social media.
- Employee Advocacy: Engage your employees in sharing company content and initiatives, which can be managed and tracked within the platform.
- Roles & Permissions: Manage team access and permissions to ensure the right people have the right levels of control over social media activities.
Automation and Integration
- Zapier Integration: Oktopost can be integrated with other tools like monday.com using Zapier, allowing for automated workflows without needing any coding. For example, you can create items in monday.com for new Oktopost assignments or posts.
Crisis Management and Media Library
- Crisis Mode: This feature helps manage social media during crisis situations, ensuring timely and appropriate responses.
- Media Library: Store and manage your media assets within the platform, making it easier to access and use them in your social media posts.
These features collectively help B2B marketers manage their social media presence effectively, engage with customers, and create content efficiently, all while leveraging AI to streamline and enhance their social media strategies.
Oktopost - Performance and Accuracy
Evaluating Oktopost in Customer Service Tools
Evaluating the performance and accuracy of Oktopost in the customer service tools category, particularly those driven by AI, reveals several key strengths and areas for improvement.
Performance
Oktopost excels in streamlining social customer care by centralizing all mentions, comments, and direct messages from various social media platforms into a single inbox. This feature, known as the Social Inbox, enables efficient and scalable customer support by allowing teams to manage, reply, and assign social inquiries in one place.
The platform also supports proactive and reactive customer support, ensuring that even minor issues are addressed promptly to prevent escalation. This immediate response is crucial, as customers expect replies within an hour, and failing to meet this expectation can lead to a negative experience.
Personalized Interactions
Oktopost facilitates personalized conversations through its ‘Assignments’ feature, which allows employees to collaborate and communicate with customers on a more individual level. This ensures that each interaction is handled by the most relevant team member, enhancing the customer experience.
Efficiency with Canned Responses
The use of canned responses in Oktopost is another significant performance booster. These pre-written responses can be shared across the team or kept private, ensuring consistency and efficiency in customer communication. Best practices such as regularly updating responses, personalizing when necessary, and using AI Assist to fine-tune responses further enhance the effectiveness of these canned responses.
Integration and Usability
Oktopost has made significant improvements in usability, aligning its interface with native social network UIs to make tasks quicker and more efficient. Features like media attachments and Facebook Messenger handover protocols also enhance the user experience, allowing for smooth transitions between chatbots and live agents.
Accuracy
In terms of accuracy, Oktopost ensures that responses are consistent and up-to-date. The platform encourages periodic reviews and revisions of canned responses to reflect any changes in products, services, or policies, which helps avoid confusion and dissatisfaction among customers.
Limitations and Areas for Improvement
While Oktopost offers a comprehensive suite of tools, there are a few areas that could be improved:
Training and Adoption
Ensuring that all team members are familiar with the saved replies and know how to use them effectively is crucial. Providing thorough training and resources can help in this regard.
Continuous Feedback
Regularly gathering feedback from both the team and customers to refine responses and improve the overall customer experience is essential. This ongoing process helps in identifying areas for improvement and ensuring that the responses remain relevant and accurate.
Mobile Optimization
Although not specifically mentioned in the context of Oktopost, ensuring that the platform is optimized for mobile users is vital, given the significant portion of traffic coming from mobile devices. This is a general best practice that could be applied to enhance user experience across all devices.
Conclusion
In summary, Oktopost performs well in centralizing and managing social customer care, providing personalized interactions, and ensuring efficiency through canned responses. However, continuous training, feedback, and a focus on mobile optimization are areas that could further enhance its performance and accuracy.
Oktopost - Pricing and Plans
Oktopost Pricing Overview
Oktopost, a social media management tool, offers a structured pricing model with several plans to cater to different business needs. Here’s a breakdown of their pricing and the features included in each plan:
Basic Plan
- Cost: $65 per month (or $55 per month if billed annually).
- Features: This plan includes 1 user, 15 social profiles, social publishing, a social inbox, campaign analytics, content curation, social streams, and a publishing queue. It is suitable for individuals or small teams managing their social media presence.
Basic Plan
- Cost: $145 per month (or $123 per month if billed annually).
- Features: This plan upgrades to 3 users and 25 social profiles. Additional features include conversion tracking, lead capture, UTM tagging, and geo-targeting. It is ideal for growing businesses or marketing teams needing more advanced social media management tools.
Business Plan
- Cost: $560 per month (or $476 per month if billed annually).
- Features: This plan is designed for larger enterprises or teams with complex social media needs. It includes advanced features such as integrations with Salesforce, Eloqua, and Marketo, along with comprehensive tools and support for managing multiple brands and high volumes of social media activity.
Enterprise Plan
- Cost: Available upon request.
- Features: This plan offers custom solutions, onboarding, and dedicated support. It includes unlimited users, making it suitable for large corporations and global enterprises with specific needs and requirements.
Additional Costs
- Implementation Costs: These can vary from $500 to $5,000, depending on the complexity of the setup and the size of the business.
- Customization Costs: Optional and can range from $500 to $2,000.
- Training Costs: Vary from $100 to $500 per user.
Free Options
- Oktopost does not offer a free plan. There is no free trial or freemium model available.
Summary
In summary, Oktopost’s pricing structure is tiered to accommodate different business sizes and needs, with increasing costs corresponding to more advanced features and user capacities.
Oktopost - Integration and Compatibility
Oktopost Integrations Overview
Oktopost, a comprehensive B2B social media management platform, offers a wide range of integrations that enhance its functionality and compatibility across various tools and platforms. Here’s a detailed look at how Oktopost integrates with other tools and its compatibility:Integration with Business Intelligence Tools
Oktopost integrates seamlessly with business intelligence tools like Looker Studio (formerly Google Data Studio). This integration allows users to combine their Oktopost social media data with other marketing and business metrics. By using the Oktopost Partner Connector in Looker Studio, users can pull Oktopost data, including posts, clicks, and profiles, and combine it with data from sources like Google Analytics and LinkedIn native data. This enables the creation of comprehensive and customized reports, simplifying the process of reporting social KPIs to stakeholders.Integration with CRM and Marketing Automation Platforms
Oktopost can be integrated with your existing CRM and marketing automation platforms. This integration facilitates a collaborative workflow between sales and marketing teams, allowing for the streamlining of social publishing, engagement, and customer interaction processes. For instance, Oktopost data can be connected to your CRM to manage customer interactions and to marketing automation platforms to enhance the customer experience.Zapier Integrations
Oktopost also integrates with Zapier, a platform that allows automation of workflows between different apps. Through Zapier, Oktopost can be connected with over 7,000 other apps, including Slack, Zoho CRM, WordPress, Zendesk, and many more. These integrations enable automated tasks such as saving new WordPress posts as Oktopost messages, adding Trello cards for new Oktopost assignments, and creating Zendesk tickets for new Oktopost assignments. This automation helps in freeing up time for more critical tasks.Single Sign-On Integration with Okta
For user management, Oktopost integrates with Okta, a leading identity management platform. This integration allows administrators to manage Oktopost users and their credentials efficiently across different groups and devices. It eliminates the need for manual setup and updates, improving both compliance and user experience.AI-Assisted Tools and Social Listening
While not directly related to integrations, Oktopost’s AI-assisted tools, such as Post Wizard, Message Mixer, Content Spark, and Story Slinger, enhance content creation and social media management. These tools, powered by OpenAI’s GPT-3 technology, help in streamlining content creation and social media engagement. Additionally, Oktopost’s social listening solution tracks posts on social media and the web, providing valuable insights into brand conversations and industry trends.Conclusion
In summary, Oktopost’s integrations with various tools and platforms ensure that it can be seamlessly incorporated into existing workflows, enhancing the efficiency and effectiveness of B2B social media management. These integrations cover a broad spectrum, from business intelligence and CRM to marketing automation and single sign-on solutions, making Oktopost a versatile and compatible tool for diverse business needs. Oktopost - Customer Support and Resources
Oktopost Customer Support Overview
Oktopost offers a comprehensive set of customer support options and additional resources, particularly in the context of their AI-driven customer service tools, to ensure that users can provide exceptional customer care.Unified Inbox and Assignment Features
Oktopost allows you to bring all mentions, comments, and direct messages from your organic and paid social media channels into one unified inbox. This ensures timely follow-ups and enables you to assign social media conversations to the most relevant team members. The ‘Assignments’ feature facilitates collaboration and communication among employees, ensuring that every interaction is handled by the right person at the right time.Personalized and Proactive Support
The platform enables proactive and reactive support by allowing you to address social media issues immediately. This is crucial as customers expect responses within an hour, and failing to meet this expectation can lead to a negative experience. Oktopost helps in resolving even the smallest problems before they escalate, providing a seamless and personalized customer experience.AI Assist for Content Creation
Oktopost’s AI Assist feature is a powerful tool that aids in content creation and response crafting. It helps social media managers overcome writer’s block by adding content flair, expanding, simplifying, or rephrasing posts, and changing the tone of the text. This feature is available in the Post Console, Inbox, and Story Message Editor, making it easier to create engaging and impactful content quickly.Integration with CRM and Service Desks
Oktopost integrates seamlessly with your CRM and marketing automation platforms, such as Salesforce Service Cloud, without requiring you to leave the platform. This integration allows for a complete picture of customer journeys, helping you build long-term relationships by tracking all touchpoints a customer has with your company.Security and Crisis Management
While not directly related to customer support, Oktopost’s security features are important for maintaining trust. In times of crisis, the platform allows you to temporarily disable automated scheduled and queued messages with a single button. Additionally, you can control session security settings and implement a strong password policy to protect your data.Analytics and Performance Measurement
The platform provides tools to measure how your team responds to conversations across multiple channels. This helps in improving response times and identifying potential bottlenecks, ensuring that customers receive fast, accurate, and personal responses. You can also use custom tags and smart filters to focus on the conversations that matter most.Additional Resources
Oktopost offers various resources to help you get the most out of their platform:Case Studies
Real-world examples of how other B2B marketers use and benefit from Oktopost’s Social Media Management Platform.Blog
Articles providing the latest B2B social media tips and best practices.Webinars
Upcoming and on-demand webinars to keep you updated on the latest trends and product releases.eBooks
Research and guides to transform your B2B strategy.Podcasts
Discussions on the latest trends in B2B marketing. These resources ensure that you are well-equipped to implement and optimize your social customer care strategy effectively. Oktopost - Pros and Cons
Advantages of Oktopost
Oktopost offers several significant advantages, particularly in the areas of social media engagement, customer service, and content management.Unified Inbox and Collaboration
Oktopost allows you to bring all mentions, comments, and direct messages from various social media channels into a single, unified inbox. This ensures timely follow-ups and enables teams to collaborate effectively by assigning conversations to relevant team members, leaving notes, and mentioning each other.AI-Assisted Tools
The platform features AI-powered tools such as Post Wizard, Content Spark, and Story Slinger, which help in automating and streamlining content creation. These tools can edit, generate, and customize social media posts, saving significant time for social media managers.Integration with CRM and Service Desks
Oktopost seamlessly integrates with Salesforce Service Cloud and other service desks, allowing for a cohesive customer service experience without the need to switch between platforms. This integration helps in delivering personalized communication and tracking interaction history.Social Listening and Sentiment Analysis
The platform offers advanced social listening capabilities, enabling you to track conversations, analyze sentiment, and monitor trends in real-time. This helps in understanding buyer sentiment, identifying influencers, and making informed decisions to optimize your content strategy.Analytics and Reporting
Oktopost provides comprehensive analytics and reporting features, allowing you to measure response times, identify bottlenecks, and track the performance of your social media campaigns. You can also generate social listening reports to update your team on relevant social conversations.Employee Advocacy
The platform includes an employee advocacy feature that empowers your team to promote your content and share organizational messages from their personal accounts. This feature is fully tracked and aggregated as part of your campaigns.Disadvantages of Oktopost
While Oktopost offers a range of powerful features, there are some drawbacks and areas for improvement.Learning Curve
Users have noted that Oktopost can be fairly complex, and learning the tools takes time. This might be a barrier for teams that are new to social media management platforms.Cost
Some users have mentioned that while Oktopost offers great features, other options can provide similar functionalities at a lower cost. This could be a consideration for budget-conscious organizations.Integration Challenges
There have been reports of challenges with integrating certain social media platforms, particularly Instagram, due to platform restrictions. Additionally, setting up and tracking conversions can be challenging and may require developer assistance.Limited Social Account Overview
Users have pointed out that the social account overview feature in reporting is limited, which can make it difficult to get a comprehensive view of all social accounts in one place.Glitches and Minor Issues
Some users have experienced minor issues such as glitchy time zone settings and the inability to tag content when purposing it for specific platforms like LinkedIn or Facebook. Overall, Oktopost is a powerful tool for social media engagement and customer service, but it may require some time to learn and has a few areas where it could improve. Oktopost - Comparison with Competitors
Oktopost Unique Features
- Oktopost is renowned for its advanced AI capabilities, which empower social media teams to create diverse messages quickly, adjusting length, copy, and tone of voice. This feature helps in streamlining work and saving time, allowing managers to focus on core content strategy.
- The platform integrates well with popular CRM and marketing automation tools like Hubspot and Pardot, making it a favorite among enterprise-level customers.
- Oktopost’s Social CRM enables personalized communication across multiple channels, connecting interaction history with CRM and marketing automation platforms for a seamless customer experience. It also features AI Assist for replying to social conversations, custom tags, and smart filters to focus on important conversations.
Alternatives and Competitors
Sprinklr
- Sprinklr is a customer experience management platform that offers AI-driven conversation suggestions across 35 channels. It filters out non-engagable messages and includes a Publisher console for scheduling and managing content. Sprinklr excels in hashtag analytics, shared inbox, approved workflows, competitor analysis, social measurement, and influencer identification, areas where it surpasses Oktopost according to G2 data.
- Sprinklr’s compliance and approval workflows ensure all content aligns with the brand, reducing reputational risk.
Hootsuite
- Hootsuite provides a comprehensive social media management system with features like content scheduling, publishing, social media analytics, and social listening. It also includes AI for content creation and engagement tools. Hootsuite is well-suited for both enterprise businesses and individual users.
- Unlike Oktopost, Hootsuite is more versatile and serves a broader range of users, from individuals to large enterprises.
Sendible
- Sendible is particularly popular among agencies and small businesses for driving social media engagement. It features a bulk importer tool for scheduling content, content suggestions via holiday calendars, RSS feeds, and Google Alerts. Sendible also provides reports on top-performing posts to help create more impactful content.
- Sendible is more geared towards agencies managing multiple clients, whereas Oktopost is better suited for mid-market and larger enterprises.
NapoleonCat
- NapoleonCat is known for its intuitive interface and ability to unite teams across roles and locations. It offers a unified inbox, automated customer communications, approval and publishing workflows, and social analytics. However, it lacks extensive integrations and in-depth data insights beyond social media content performance.
- This makes NapoleonCat a simpler alternative for basic social media management needs.
Buzzmonitor
- Buzzmonitor is a flexible platform for social media management and multichannel customer service. It offers advanced social media monitoring, competitive analytics, multichannel support, customizable dashboards, content scheduling, and influencer management tools. Buzzmonitor serves businesses of all sizes looking to enhance their social media presence and customer engagement.
- It provides a more comprehensive set of tools for monitoring and analytics compared to Oktopost.
Conclusion
Each of these alternatives offers unique features that might better suit specific needs. For example, if you need advanced AI-driven conversation management and a wide range of channels, Sprinklr might be the better choice. For agencies managing multiple clients, Sendible could be more suitable. If you prefer a simpler, more intuitive interface, NapoleonCat might be the way to go. Oktopost, however, stands out with its strong integration capabilities and focus on B2B social media engagement and employee advocacy.
Oktopost - Frequently Asked Questions
Here are some frequently asked questions about Oktopost, along with detailed responses to each:
What are the key AI-driven features of Oktopost for content creation?
Oktopost offers several AI-driven features to aid in content creation. One of the main features is Content Spark, which allows social media managers to auto-generate social media post ideas, including relevant hashtags, by simply pasting the URL of the page they want to link to. Another feature is Story Slinger, which generates messages for advocacy stories based on the input of a Story Title and Description, helping to create engaging and dynamic Stories on platforms like Instagram and Facebook. Additionally, AI Assist helps overcome writer’s block by adding flair to your writing, such as expanding, simplifying, or rephrasing text, and changing the tone to suit different audiences.How does Oktopost help with social customer care?
Oktopost’s social customer care solution is designed to ensure timely and personalized support. It brings all mentions, comments, and messages from various social networks into one place, making it easier to address customer issues promptly. The Assignments feature allows employees to collaborate and communicate with customers on a 1:1 level, ensuring that the right person responds at the right time. This approach helps in resolving issues before they escalate and in building long-term customer relationships.What are the different pricing plans offered by Oktopost?
Oktopost offers several pricing plans to cater to different business needs. The Basic Plan starts at $65/month (or $55/month if billed annually) and is suitable for smaller businesses, including 1 user and 15 social profiles. The Basic Plan is priced at $145/month (or $123/month billed annually) and includes 3 users and 25 social profiles. For larger enterprises, the Business Plan is available at $560/month (or $476/month billed annually), offering advanced features and integrations with CRM systems like Salesforce, Eloqua, and Marketo.What social media management features does Oktopost provide?
Oktopost offers a range of social media management features, including Social Publishing, which allows you to manage social content across multiple profiles, networks, and campaigns. It also includes Social Analytics to measure the impact of every post, campaign, and network, and Social Listening to discover trends and gain actionable insights from social conversations. Additionally, Oktopost supports Employee Advocacy and Community Management to engage with your audience and deliver better customer experiences.How does Oktopost facilitate employee advocacy?
Oktopost’s employee advocacy feature turns your employees into brand advocates, amplifying your social reach. This feature enables you to share company content with your employees, who can then share it on their personal social media profiles. This helps in increasing the visibility and credibility of your brand by leveraging the networks of your employees.Can Oktopost integrate with other customer relationship platforms?
Yes, Oktopost can integrate with other customer relationship platforms such as Salesforce, Eloqua, and Marketo. These integrations help in creating a constant flow of data between social customer care and other customer relationship platforms, providing a complete picture of customer journeys and helping in building long-term relationships.How does Oktopost help in personalizing customer interactions?
Oktopost’s social customer care solution emphasizes personalized interactions. The Assignments feature allows you to assign social conversations to the most appropriate team members, ensuring that each interaction is handled by the right person at the right time. This approach ensures that customers receive relevant and personalized responses, enhancing their overall experience.What kind of analytics does Oktopost provide?
Oktopost offers powerful Social Analytics that allow you to measure the impact of every post, campaign, and network. These analytics provide insights into how your content is performing, helping you make data-driven decisions to optimize your social media strategy for maximum results.Is Oktopost suitable for small businesses or startups?
While Oktopost is powerful, its pricing can be a concern for smaller businesses or startups. The Basic Plan starts at $65/month, which might be reasonable, but the cost increases significantly as you add more users or profiles. For smaller teams, Social Champ might offer more budget-friendly options.How does Oktopost handle social listening and trend discovery?
Oktopost’s Social Listening feature allows you to discover trends and gain actionable insights from social conversations. This helps in honing your marketing strategy and staying ahead of the competition by understanding what is being discussed about your brand and industry on social media.