Overview

Social Monitoring is a specialized component of MarketBeam that centralizes and automates the management of audience interactions. It allows teams to monitor user comments and direct messages (DMs) from a single, unified inbox.

Social Monitoring provides a comprehensive view of how audiences engage with your brand:

  • Unified Inbox: Automatically monitors and consolidates user comments and DMs into one location for easy oversight.

  • Intelligent Categorization: Organizes interactions by topic and sentiment to help teams prioritize urgent responses.

  • Automated Responses: Employs a set of pre-approved, canned responses to provide immediate, compliant replies to frequently asked questions.

Key Features

  • 24/7 Oversight: Enables continuous monitoring of audience activity, ensuring no message goes unnoticed.

  • Rapid Response & Routing: Speeds up replies to FAQs while automatically routing critical items (for e.g., adverse events and product quality complaints) directly to safety and compliance team.

  • Audience Engagement: Offers a cost-effective way to foster two-way dialogue with your audience at scale.

  • Strategic Insights: Uses tagging for comments and DMs to uncover real-time feedback, helping inform more effective content creation.

  • Global Visibility: Consolidates interactions across different regions for high-level comparison, while still offering the ability to analyze data at an individual page level.

Setup

Based on the platform settings, admins can configure the following monitoring tools:

  • Enable Monitoring: Navigate to the Monitoring tab in Settings and toggle "Enable Monitoring" for each specific social page you wish to track.

  • Social Media Response Guide: Download the provided template to create a library of pre-approved canned responses. Once completed, upload the file to MarketBeam to activate automated or semi-automated replies.

  • Comment Categories: Create custom categories (e.g., "Complaints," "Product Inquiries") to organize incoming feedback and improve the accuracy of your analytics reports.

  • Adverse Event Email Template: Configure the dedicated email template for reporting complaints and adverse events. Ensure you add the correct recipient email (e.g., your safety or compliance department) to automate the routing process.

 

 

 

 

Add-On Feature: This feature requires a specific subscription tier. To upgrade your plan or check your current access, please reach out to [email protected].