What to monitor
You can create streams that look for:
- Questions about your products or services that require support
- Indications of customer satisfaction, both positive and negative
- Words and topics that are important to your brand and company
- Any mentions of your company, industry, competitors, or brands
Tip: When creating a stream, use a contact list to help you better target your customers.
Your marketing team can create streams that monitor:
- What people in your industry are saying when they mention certain keywords or phrases
- What people new to your products and services are saying when they first encounter your work
- Comments from loyal customers who are happy with your work and want the world to know
- Comments from unhappy customers who are unhappy with your work and want the world to know
Your sales team can create streams that monitor:
- What recently sold customers are saying, so they can make sure the first few days of their experience is a positive one
Your support team can create streams that monitor:
- Questions and concerns about your products and services that require support
- What your customers are saying about your company and competitors
Follow these steps to learn how to create a new stream to monitor what your customers are saying about you on Twitter. In the following example, we'll set up a stream to monitor support related keywords for HubSpot.
Create a new stream
Click on the Create stream button on the menu on the top of the Social Monitoring screen.
Select whose tweets you'll monitor
Select either All of Twitter, A Twitter List, or A Contact List to choose whose tweets you want to monitor. For customers, it's often most useful to select A HubSpot Contact List because you want to target your existing customers who are talking about the topics that matter most to you. To learn more about the different tweet monitoring options, visitthis help guide.
Select a contact list
Select a contact list from the drop-down menu. In this example, we'll choose All Customers, which consists of 576 contacts.
Now you'll add the keywords that you want to monitor, then go on to set other filters as needed. Remember to choose keywords that are central to your company and industry so that you can keep track of related conversations. In this example, we are setting up a stream of customers who mention needing help and other support related phrases. This stream could be used to interact with existing customer and help address any questions or issues that they encounter.
Next, click on Show advanced search options to begin to narrow your search even further.
From within the advanced search option, you have the ability to exclude/hide tweets from certain accounts. This is optional and simply allows you to refine your stream search.
Set email notification timing
After adding your email recipients, you have three options as to when the email will be sent: Immediately (as soon as results are found), at 8:00 am, or at 8:00 am and 4:00 pm. Make your choice.
Name the stream
Create a name for your stream.
Create your stream
Create your stream by clicking the Create stream button.
Now you can see your Twitter stream of customers that mention support related keywords.
Respond to Twitter conversations
To take advantage of the full power of streams, make sure that you respond to social media conversations.
- Share streams with your team
- Interact with customers via Twitter (answer questions, provide product support)
- Respond directly to your customers
- Respond in a timely manner
Tip: Be consistent with monitoring your streams.
You can use streams for many different purposes. Here are some more examples of how you can use them.
- A college could use streams to monitor students' conversation during the school year. This could be helpful for the college to track and respond to students' questions and concerns and to provide support.
- If your company is hosting an event, you can use streams to monitor the response of attendees before, during, and after the event. It can also be used to make sure people know where and when the event is.
- A food service company could use streams to monitor what their customers are saying about their service and food, and they can also track recipes and trends.