Curious about Social Listening and how it can benefit your team? Here are answers to the most common questions about this product.
What is Social Listening in Lucidya?
Social Listening is a core product within Lucidya's Customer Experience Management platform. It collects and analyzes digital conversations across social platforms and other digital sources, then converts them into structured, actionable insights.
What types of monitors are available in Social Listening?
Social Listening offers three types of monitors: Managed Monitors, Public Account Monitors, and Keyword Monitors. These allow you to define exactly what you want to track and follow across supported platforms.
How does sentiment analysis work in the platform?
Sentiment analysis automatically classifies digital conversations as positive, negative, or neutral. This helps teams get a complete picture of how audiences perceive their brand, at scale and in real time.
What kind of alerts does Social Listening provide?
Social Listening sends real-time notifications when unusual activity is detected — such as a sudden spike in mentions or an unexpected shift in sentiment. This enables teams to respond quickly to any emerging brand reputation risks.
Which teams benefit from Social Listening?
Social Listening is used across multiple teams, including marketing, PR and communications, customer experience, and strategy and insights. It gives each team the context they need to understand conversations and make informed decisions.
Can Social Listening be used to analyze competitors?
Yes. The competitive benchmarking feature lets you measure share of voice and compare your brand's performance against competitors. You can also use trend and influencer detection to spot opportunities and understand industry dynamics.
Have more questions? Feel free to reach out to our support team or explore other articles in the Help Center.