5 Reasons You Should Be Using Social Listening Tools For Your Small Business

Expanding small businesses through social media

The digital world is fast expanding; with an estimated 6,000 tweets being sent every second and over 1.94 billion active Facebook users logging on each month. Caught up in such rapid growth, it’s becoming increasingly challenging for businesses to not only keep up with relevant conversations online, but to also be a part of them.

However, thanks to social listening tools such as Mention and Hootsuite Insights, businesses are now able to sift through all the ‘noise’ and extract what’s relevant to them. This could be vital consumer information that can help businesses gain deeper insights into their customer behaviour, and discover more innovative ways to grow.

Here are five other benefits social listening tools can bring to your business:

1. You can deliver a better service to your customers

As many as 30% of tweets about a brand or business won’t include their Twitter handle, which is why social listening tools are great for monitoring where your business is being mentioned even when a handle or tag hasn’t been used.

A lot of customers now go online to raise concerns or issues about a product or service - with or without the inclusion of a handle or tag. With social listening tools, you’re able to set up alerts so that you can track all mentions of your business across your different social platforms. When setting this up, make sure to include g different variations of your business name, both with and without your handle, and also any common misspellings.

Once you’ve done this, you’ll be able to see exactly who is talking about you and directly respond or get involved in the conversation. Finding honest, unbiased feedback from customers means you can improve the service you offer and cater directly to their needs.

2. You can get ahead of your competitors

Social Listening Tools

It can be hard to keep up with your competitors as well as stay on top of your own business, but what if you could track all their interactions across social media and blogs in one simple dashboard? With social listening tools you can get deeper insights into the sort of content your competitors are posting, the response they’re getting and the conversations they're having online all in one place. This will help with your own campaigns and interactions as you can use this as a barometer to see what is and isn't working.

3. You can identify new business opportunities

By keeping track of mentions and conversations within your industry, you also create a space to easily identify new business opportunities. For example, if you’re a restaurant that also offers a takeaway service, you could use the tool to find out what people are talking about in this domain. Perhaps they’re complaining that they can’t get a good takeaway service in their area? This would then be the ideal opportunity for you to step in and engage with them, perhaps resulting in a new customer.

It’s also important to stay ahead of trends. Social listening tools allow you to create alerts so that you can get notified of any spikes in conversation or viral content which gives you the head start you need to get involved.

4. You can engage with influencers

Social Media Listening Tools

Influencer marketing is a great way to build credibility and get your name out there. Influencers are simply users that either have a large and interactive following online, or someone that is able to sway their followers through the content that they share.

The process of finding influencers who are sharing competitors’ content or are dominating conversations within the industry can be time consuming and frustrating, but by using social listening tools, you can easily identify a selection of relevant contacts. With this information, you can concentrate on ways to reach out to them, build relationships, and get them to be advocates for your business.

5. You can manage your online reputation

Managing your online reputation can be hard, especially if a crisis arises which can be really damaging to your business if you don’t deal with it in time. With social listening tools, you can receive alerts and react in real-time, averting an online disaster while saving your reputation.

Advertising agency McCann uses social media listening to help their clients deal with urgent issues. “One week ago, we had a crisis with one of our prospects. Mention showed us what was happening, and where the crisis began. It also let us assign someone to the crisis and create a timeline, so that we could give a recommendation to the client of the possible response.”


It's clear that there are many benefits of using social listening tools for your business. And while the online space isn't getting any smaller, social listening tools are getting smarter which could mean it's the perfect time to get started.

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