What is it?
Customer feedback helps you figure out what’s working and what needs fixing. Brand24 makes it easy by collecting feedback from all over the internet—social media, reviews, blogs—so you don’t have to dig for it. You get real-time insights, helping you adjust and improve faster.
What's in it for you?
Here’s a list of all the benefits that collecting customer feedback with Brand24 offers you:
Improve Product Development: By understanding what your users love or find challenging, you can prioritize updates that align with their needs.
Boost Customer Satisfaction: Gathering and analyzing feedback allows you to respond quickly to customer concerns, leading to higher satisfaction and retention rates.
Enhance Marketing Strategies: Use feedback to identify key selling points and fine-tune your messaging to better connect with your audience.
Track Brand Sentiment: Brand24’s sentiment analysis shows how people feel about your brand, helping you strengthen positive impressions and address any issues quickly.
Turn Customers into Advocates: By engaging with positive feedback you can build strong relationships and turn happy customers into brand advocates.
Clients stories
Here you can read about how our customers used Brand24 for collecting customer feedback:
Step-by-step project integration
Each use case requires specific integrations and unique features. Below is a list of key steps to follow if you want to monitor customer feedback effectively.
First project setup
First project setup
Set Up for Brand Name: Start by setting up your first project for your brand's name.
Social Media Integration: Integrate Facebook, Instagram, and LinkedIn for comprehensive monitoring.
Additional Sources: Link review sites in the "Additional Sources" section.
This is important—if your brand is listed on review sites like Google Play, Booking, etc., be sure to add those links. It will help us find mentions more thoroughly for you.
Email Reports: Choose to receive daily or weekly email reports.
Required and Excluded Keywords: Add keywords you want to track and those to exclude.
Slack Integration: Add Brand24 to Slack for real-time notifications.
Webinar: Join a free webinar to earn a Media Monitoring Certificate.
Account setup
Account setup
Add Users: Invite team members via the User Management panel and assign roles.
Complete Integrations: Ensure all needed integrations (social media, Slack, newsletters) are set up for smooth project tracking.
Optimizations
Optimizations
Set Keywords: Add additional required or excluded keywords to make the project more accurate.
Set Tags and Saved Filters
Customize Notifications: Set up personalized email and mobile notifications for important updates.
Set Storm Alerts: Get email alerts and notify specific team members during a crisis for quick action. For example, if you launch a product and customers are unhappy on the first day.
Prevent spam: If your brand name is common (etc., 'Apple') or your brand is quite popular, you might come across mentions that aren’t relevant. Make sure your project settings are optimized for the best results.
Contact us: If you're having trouble with your project or the mentions you're seeing, just let us know. We’ll set up a call and help you out! To do so, click on the live chat icon in the bottom right corner.
Daily actions
Daily actions
Check the Mentions tab to find new customer opinions and feedback.
Use the Intent filter to focus on relevant mentions without going through all projects.
Use the source filter to focus on platforms where most reviews appear, such as social media and forums.
Set the sentiment filterto quickly spot any negative feedback.
Highlight insightful mentions and add them to your next PDF report.
Respond to all feedback—address questions, negative comments, and positive reviews.
Monitor your performance using reach and sentiment charts to track trends.
Weekly/monthly actions
Weekly/monthly actions
Visit the Influencer tab to identify potential brand ambassadors or influencers for your brand.
Check the Quotes tab for a quick overview of customer reviews and add them to your marketing report.
Compare different time periods to see how customer engagement has impacted your brand visibility.
Generate a PDF report with these insights to share with your team or stakeholders.
Key features
Brand24 takes the hassle out of online media monitoring, saving you time by automating the boring stuff and making everything run smoother. Check out these key features that’ll help you get the most out of it:
Sentiment Analysis helps you quickly see whether customer feedback is positive, negative, or neutral. This makes it easier to spot problems early and understand what customers like helping you improve your products and services. It also saves time by organizing feedback for you.
In the Mention tab, you can track real-time customer feedback across various platforms.
The Influencer Score helps you identify which customers or users have the most impact, allowing you to prioritize their feedback. This is especially useful for large brands with a strong fanbase.
This feature notifies you immediately of critical feedback.
Integrate Slack, apply a filter for opinion-sharing content, and let Brand24 notify you whenever a new comment comes in. It’s that simple!
This filter helps you easily separate feedback from other types of mentions. Simply apply it to social media and forums, so you can stay focused on relevant comments without getting distracted by unrelated content.
Data Export (PDF report)
Allows for in-depth analysis and sharing of feedback in custom formats.
We hope you found this article helpful! If you have any more questions or need assistance, feel free to reach out. You can email us at help@brand24.com or send a message through the chat box in the bottom-right corner of your dashboard.