Margie Barkley: How to monitor your brands reputation using Agorapulse

Why monitor brand reputation?

Monitoring brand reputation is crucial because it provides valuable insight into customer sentiment and can guide marketing strategies and product developments.

Analyzing this feedback allows businesses to identify areas of improvement and provide a better experience for customers. By monitoring your brand’s reputation, you will be able to stay on top of customer expectations and adjust to changing market needs.

How to monitor brand reputation in Agorapulse

Agorapulse is the best social listening tool to use to monitor your brand’s reputation. You can then gather and analyze information from various social media platforms as well as other online channels.

How to monitor your brand’s reputation using Agorapulse

1. Install social listening

Agorapulse tracks all direct mentions, which are those that occur when someone uses @yourusername in social media. You’ll still need to manually monitor your brand’s reputation.

Click the New Search button in the Listening tab to start.

Enter your search criteria, such as brand names, product names, URLs of websites, or competitor names.

You can refine your social listening search to the extent that you like.

Agorapulse has no limit on the number of search terms you can create. The only exception is Instagram, where there’s a limit of 30 searches.

The more searches you make, the busier the dashboard gets. Narrow your search as much as you can to ensure that only relevant mentions are sent. You can, for example, exclude certain terms from YouTube searches and specify a specific language when searching Twitter.

2. Find new brand mentions

You can find brand mentions by setting up searches in Agorapulse’s Listening Dashboard.

To Review automatically displays any new brand mentions.

Click the checkmark to remove an item from To Review. Click the checkmark on the top of your inbox to view all items.

You’ll see that if you have created multiple searches they will appear in a tab for each profile. Click the filter icon in the upper right corner of your inbox to separate brand mentions and other searches. Use the dropdown menu to select the search that you want to review.

Labels can be used to organize your Brand Monitoring content. Open the Bulk Actions menu and select all the items that you wish to label. Choose Add Label, then choose the label that you wish to apply.

3. Brand mentions: Respond to them

Click on any mention of a brand to interact with it from the Agorapulse Dashboard. You can now like, share or respond to any mention, without having to leave Agorapulse. You can create a customized reply or use one of your previously saved responses to reuse an old response.

brand reputation management with saved replies

Click the message icon located below the response box to access your saved responses. Search for the best reply, or scroll down to find it. From this interface, you can also create a new reply.

Click Send when you are satisfied with your answer. The item will be moved to the All tab automatically after it is removed from the To Review tab.

4. Include your team

Some brand mentions will likely require a straightforward response. Simply click Review and respond to the email.

Other items may require a more thorough response, such as customer complaints or detailed questions. You can assign any of these items to a member of your team, without having to leave the Agorapulse Dashboard.

Click the silhouette to assign a mention of a brand at the top item in the inbox. Select a teammate from the dropdown list and add a context by writing a message. The item will be moved from the To Review tab to the Assigned tab of your colleague when you click the Assign Button.

5. Keep track of important mentions

Some mentions may have a greater impact than others.

You won’t lose track of a post if you find out about potential influencers or customers with problems, or if you discover great UGC.

Agorapulse allows you to bookmark any mention, and you can give it a label that is unique. This will keep the mention on your team’s radar. You might label posts or mentions that need to be followed up.

Click the three dots in the upper-right corner of an item from your Inbox to bookmark the brand. Select Bookmark in the list. The item will appear in your inbox with a Bookmark label.

You can then use the Bookmarks Filter to only view bookmarked items.

Click the plus sign at the bottom right corner of an item in your inbox to label the brand mentioned. Select from the dropdown list or click to create new labels.

6. Engaged customers: Know them!

You can do much more with Agorapulse than simply track specific mentions. You can also track who is talking about your brand.

You can learn more about any user who mentions your brand by clicking on the tweet.

Monitor Brand Reputation

Use their number of followers and how many times they have mentioned your brand when assessing their social authority.

Agorapulse automatically labels those users who interact with the brand. However, you can also add labels to individual users to keep track of any events that may impact your brand’s reputation. You can then track them on the CRM tab. Here you can modify labels or review previous mentions. Or you can leave internal comments to your team.

Click on the profile to learn more about a user’s past interactions with your company. You will see the basic information such as their username, number of followers, and how many times they have interacted with your company. You can scroll through previous mentions.

To add a manual tag, click the plus sign beside User Labels. Click to add a note to your team.

From the Fans & Followers section, you can also manage influencers or ambassadors. Click on any user for details, to review interactions, to add labels and internal notes.

7. Report on Brand Mentions

Take the time to learn from your social media reports. Include your customized labels in your Agorapulse reports for social media to help your team measure mentions and gauge public perception. Use your analysis to enhance or improve your campaign.

Agorapulse counts brand mentions automatically and listens to searches in the Reports tab. Use the label feature in your reports to add nuance. You can monitor sentiments, campaigns and other insights which may have an impact on your brand’s reputation.

You can create custom reports based on your labeling system. Click Create a Report and then select Label Report. Select at least one social network profile and a tag, then select the data that you would like to include in the report.

Click on Schedule your Custom Report to automate this insight. You can choose to receive weekly or monthly reports. They can be sent either to you or your team.

8. Improve your brand reputation monitoring strategy

Social listening can help you identify issues and crises that may arise before they become more serious. You can protect your online reputation by being proactive.

Social listening is a continuous process. Continue to adjust your search parameters and keyword to keep up with the changing conversation surrounding your brand.

While social listening tools can be powerful, they’re not perfect. To gain a complete understanding of your brand, it’s essential to combine data analysis with critical thinking and human analysis.

In conclusion

Agorapulse is a great tool for agencies that have clients who are struggling to keep up with all the online mentions. You can also help them manage their brand reputation and gather customer insights.

Social listening can help clients monitor their competitors, and also stand out amongst their peers. All this while you earn money as a social agency. It’s hard to believe it could be so easy, isn’t it?

See for yourself how Agorapulse can streamline brand reputation management.