Social Listening is a core product within Lucidya’s Customer Experience Management (CXM) platform. It transforms online conversations into actionable business intelligence by collecting and analyzing discussions across social platforms and digital sources.
AI-powered capabilities such as sentiment analysis, trend detection, and competitive benchmarking convert digital conversations into structured insights. Through dashboards, alerts, and reporting, teams can identify trends, detect risks, evaluate campaign impact, and make informed decisions.
What Social Listening includes
Social Listening includes capabilities for collecting, analyzing, and acting on digital conversations.
Listening monitors
Define what to track using Managed monitors, Public account monitors, and Keyword monitors across supported platforms.
Dashboards and real-time insights
Visualize conversation volume, sentiment distribution, engagement trends, and performance metrics in centralized dashboards, with access to Historical data for analyzing patterns over time.
Sentiment analysis
Automatically classify digital discussions as positive, negative, or neutral to understand audience perception at scale.
Alerts for spikes & reputation risks
Receive real-time notifications when unusual activity occurs, such as sudden increases in mentions or shifts in sentiment.
Competitive benchmarking
Measure share of voice and compare brand performance against competitors to identify strengths and gaps.
Trend and influencer detection
Identify emerging topics, hashtags, and influential accounts shaping conversations within your industry.
Reporting and insight distribution
Generate structured and scheduled reports to share insights with stakeholders to support alignment and strategic action.
Who uses Social Listening
Social Listening is used across multiple teams within the organization. It provides teams with the context behind conversations, helping them understand why they happen, what they mean for the business, and how to respond effectively.
Marketing teams
Track campaign performance, audience engagement, and overall brand perception.
PR and communications teams
Monitor public response, identify potential reputation risks, and manage crises.
Customer experience teams
Detect customer feedback, service gaps, and recurring issues across channels.
Strategy and insights teams
Analyze market trends, competitor activity, and emerging opportunities.