The Top 15 Instagram Analytics Tools [+ Metrics that Matter]

Instagram is a huge platform so you definitely need to know how best to engage your target customers on it. And Instagram analytics tools are your best bet when it comes to doing just that.

But there’s a plethora of these tools out there, which becomes a huge problem for many social media marketers — as picking the best Instagram analytics software can be difficult.

Here’s a list that will help you out — 15 Instagram analytics tools and their different features, followed by metrics that may influence your decision:

Read moreThe Top 15 Instagram Analytics Tools [+ Metrics that Matter]

Top 25 Social Media Analytics Tools: The Definitive Guide

It can be a daunting task.

You’ve asked everyone and every query tool for the best social media analytics tools and you’re still unsure which to use. And you don’t have the time and money to waste using a tool only to find out later on that it doesn’t suit your needs. Whether you’re asking other marketers or searching on Google, it can be quite confusing — with every brand making enticing promises.

How do you know which of them would deliver on their promise? A good complete guide is a great place to look.

Here’s a guide showing you the top 25 social media analytics tools, and how they work:

Read moreTop 25 Social Media Analytics Tools: The Definitive Guide

The Top 25 Social Media Monitoring Tools

The Top 25 Social Listening Tools

You need social media monitoring tools for three main reasons:

  1. To get quality audience data.
  2. To take relevant actions, based on the data collected, to keep or build a good reputation and drive ROI.
  3. To save time, as all your social media analytics are available to you in one platform.

Read moreThe Top 25 Social Media Monitoring Tools

Miss Topsy? Here are the Top 3 Topsy Alternatives

It’s no longer news; Topsy is dead.

Back in 2015, Apple shut the tool down after purchasing it for $200 million two years before. Hardly anyone saw the end of Topsy coming, but well, it happened. 

So what now? Of course, you can’t abandon your social media marketing job because Topsy is no more.

You need a Topsy alternative that can perform the same function it did – or go beyond it.

And you’re at just the right place to find that; here are the top three Topsy alternatives you can use:

Read moreMiss Topsy? Here are the Top 3 Topsy Alternatives

Keyhole Instagram Analytics Social media monitoring hashtag analytics

Changes to Instagram API: What You Need to Know

We want to keep you in the loop, so we are updating this post as things evolve with Facebook and Instagram and new information becomes available.

As of December 11th, Instagram put new API changes into effect that affect the way all analytics products like Keyhole access user data. Some of these changes will impact Keyhole functionality.

Here’s what you need to know:

1. You will not see user data at large when tracking hashtags on Instagram. However, you can add filters to specify which Instagram Business users you’d like to get posts from, and get much more in-depth data about those users. Here’s how to add these Instagram account filters.

2. Instagram Business Account tracking is here, and it gives you even more powerful insights than Personal Instagram account tracking does. Read on to learn more.

Hashtag Tracking on Instagram Moving Forward


All unspecified user data has been removed from Instagram Hashtag Tracking. This means you will now see overall post counts and post analysis data, but won’t be able to directly identify the users behind posts.

No specified users on timeline
Instagram Business Insights without specified users

On the bright side: If you’re interested in seeing how specific users are contributing to a conversation or campaign, you can specify that you’d like to fetch posts from those accounts. Plus, in so doing you’ll be getting more in-depth data about those users, like real-time follower counts, profile pictures, and more.

Specifying Users on IG Timeline
Instagram Business Dashboard with Specified Users

Account Tracking on Instagram Moving Forward


Personal Instagram Account Tracking will continue to be available on Keyhole as always,
and much more robust Instagram Business Account tracking has been added as well. 
To be able to get in-depth follower insights, as well as Instagram Stories insights, you can switch your trackers to Instagram Business trackers.

The Good News about Instagram Business 🎉

Switching your Instagram Accounts over to Instagram Business has its perks!

1. Instagram Business gives you more in-depth account analytics

By authenticating your Instagram Business Accounts, you will get access to in-depth Follower Insights and demographic information about all of your followers, like Age, Gender, and detailed location data.

Instagram Business Follower Insights
Follower Insights Dashboard

Where can I find this data?

2. With Instagram Business comes Instagram Stories

That’s right. By authenticating your Instagram Business Accounts on Keyhole you gain access to insights about all your Instagram stories. 

Stories Insights
Instagram Business Stories Insights

How do I access Instagram Stories?

3. Account Spying is Coming Back thanks to Instagram Business

In the near future, you will be able to track your competitors and any other Instagram Business account through Keyhole. Unauthenticated accounts don’t reveal follower information, but they do give you great insights like their engagement rate, top posts from the account, follower growth over time and more. We will keep you posted on this new feature.

A quick cheat sheet of the latest changes and how they affect Keyhole:

Instagram Tracking moving forward

April 4th Updates

As of April 4th, Instagram put some API changes into effect that change the way we (and all other partners) access user data. Some of these changes will impact Keyhole functionality.

Here’s what you need to know:

Read moreChanges to Instagram API: What You Need to Know

5 Best Christmas Hashtag Campaigns

Christmas for most is presents and jingles, but for social media marketers, it’s a season of frenzy.  For most businesses, the Christmas season is the most hectic and busy time of the year, and a time when sales skyrocket through the roof. The catch, however, is that during the Christmas season, the competition among brands of getting seen becomes tougher. Everyone is trying to get the attention of their audience all at the same time, and so cutting through the noise and standing out from the crowd is becoming more of a challenge – even though customers buy more than ever.

With consumer spending increasing dramatically during the Christmas season, you obviously also want to be a part of the fun, and enjoy increased sales. Like most things, though, this is easier said than done. As the competition among brands increases, you need new and unique ways to approach and reach your customers when the competition is the highest.

An effective, and often underestimated way of reaching your customers during Christmas is social media.

In this article, we’ll, therefore, share with you 5 Best Christmas Hashtag Campaigns and how you can succeed with social media during the Christmas season. With these hashtag campaigns, we’re going to take inspiration and advice, in order to leverage by the time you’re ready to set up your own Christmas hashtag campaign that yields you tremendous marketing results during the Christmas season.

The power of social media

Today, social media has become a natural part of many brands’ marketing strategies. This makes sense considering the fact that 74% of shoppers make buying decisions based on social media, according to Social Media Week.

During the Christmas season, social media is one of the most effective ways to reach your target audience and convince them to buy from you, and if you aren’t leveraging it, you’re missing out on tremendous opportunities.

What’s even better is the fact that during the Christmas season, many people tend to always scout for gifts to buy to their friends and family, and oftentimes, you stand there with no clue on what to buy. As a result, many people go to social media in search of inspiration. If you can effectively reach your customers through social media during this time of year, there’s a greater chance that they’ll buy, and this is exactly what you can do with the help of a Christmas hashtag campaign.

How to run a Christmas hashtag campaign

First thing first, let’s start with the basics.

What are hashtags and how do you use them?

And maybe most importantly, how do you run a Christmas hashtag campaign that dominates and generates worthwhile results.

Well, to begin with, hashtags are ”a word or phrase preceded by a hash sign (#), used on social media websites and applications, especially Twitter, to identify messages on a specific topic.” Think of hashtags as categories for your social media posts with which you allow your post to be showcased for other people who look at the respective hashtags that you choose to use on your post. The hashtags you use should be aligned with the content of your social media post, because this allows you to reach the correct people, since, people who look at ”Christmas tree” hashtags are probably not looking for photos of beaches and blue water (unless it’s a Christmas cruise!).

A great thing about hashtags on social media is that they increase your reach and your social media engagement. The more places your social media posts are showcased on, naturally, the more people you’ll reach, and thus the better results you’ll generate.

Simple, right?

Now, when it comes to Christmas hashtag campaigns, the way you set up such is a bit different from only incorporating them into your posts. With a hashtag campaign, a specific hashtag decided and created specifically for that campaign will be used, and it will be the center of attention in the campaign.

When using hashtags like this, as part of a social media marketing campaign, you’re using the hashtag in order to engage your audience, make them a part of the campaign, and/or gather content from your audience around a specific topic.

The way a Christmas hashtag campaign is set up, and the goal of one can vary, and this is also why the Christmas hashtag campaigns that we’re going to share later on in this article as inspiration vary as well.

What hashtag to use?

When brands create a Christmas hashtag campaign or any campaign for that matter, they normally create a ”new” ”unique” hashtag for that particular campaign.

The hashtag is created to work as an album that only contains posts that are relevant to a specific campaign (in this case a Christmas hashtag campaign) and this allows both the brand and the audience to easily go through all the posts as it significantly helps with discoverability.

Second of all is that with the campaign, as a brand, you want to have a hashtag that is relevant to the specific campaign, but also that is relevant and aligned with your brand and brand name.

It’s also worth having in mind that the hashtag should ideally be short and easy to spell so people don’t misspell it.

If you create a Christmas hashtag campaign and the idea is to gather a collection of posts from your audience, using a new hashtag that is created specifically for that campaign, and which has no previous posts will allow you to get a better overview of the posts that are part of the campaign, but also to have a keyword that is actually relevant to your brand.

Also, it can be good to have in mind that since you are running a Christmas campaign, it is a good idea to use a hashtag that is related to Christmas in one way or the other, that allows people to know exactly what your campaign is about. And as with all personalized hashtags, you want to include the name of your campaign or the name of your brand.

For example, if your brand name is Apple, and you have a Christmas giveaway, it makes sense to create a hashtag such as #AppleChristmas or similar.

You’ll also see examples of this below.

Giveaway/contest

A very common type of hashtag campaign, especially during the Christmas season, is a giveaway or contest.

Now, what does this have to do with hashtags? Well, often times when it comes to this type of hashtag campaign, the hashtag is used in order to gather and collect posts from the audience and customers on one place in order to more easily get access to the posts, but also to make the campaign accessible for everyone.

The best part is that doing this will allow you to run a marketing campaign – a Christmas hashtag campaign which will bring you two or even three marketing benefits at the same time.

First off, you engage your audience and customers and make them a part of your contest. Normally, the criteria for a hashtag campaign like this, and to take part in the giveaway is that the customer has to share a picture/video of something related to the campaign, share it, and include the hashtag. This is great because it means extra exposure for you as a brand, and when people take part in your campaign, they spread the word about you and your campaign. Second of all is that the content that your audience create is content that you can use as part of your own marketing in the future because creating good content demands time and resources. What’s more, 84% of consumers say they trust peer recommendations above all other sources of advertising.

This means that by leveraging the user-generated content which your audience has created, you can generate even better results than with your own professionally-created content.

Lastly, by running a giveaway/contest type of Christmas campaign, you make people a part of the campaign, which tends to engage people more, as opposed to just running a campaign and marketing to people. With this method, you promote with your audience.

Have in mind that when people have an incentive, they are more likely to do something. As such, the better the incentive is, the more people will join your Christmas hashtag campaign.

User-generated hashtag campaign

Another common hashtag campaign is quite similar to the giveaway example, however, the difference is that there is no monetary price. Instead, people are meant to be encouraged to create user-generated content for the campaign for a ”sense of belonging”, but also because they get something out of it that is non-monetary.

Daniel Wellington is a great example of this. On their Instagram, they have the hashtag ”#DWPickoftheDay”. The brand encourages people to share a photo of their watches, including that hashtag, in order to have the change of being featured on their Instagram page. Furthermore, the brand has also created a particular ”fan photos” section on their website where they showcase these images.

Both of this things are great examples of incentives which are non-monetary that you can leverage for your Christmas hashtag campaign. This method, of course, brings a great exposure for Daniel Wellington, and the best of all is that it is completely free!

Read more5 Best Christmas Hashtag Campaigns

Social Media Content Distribution Tactics that Work Like Magic

I’m sorry to say this, but you’ll never stand out like a digital peacock in the social media realm — that is, if you’re oblivious about how to distribute your content effectively.

If you’re into the whole publish and pray strategy — if you can even call it one — then your content will easily be drowned out by the millions of posts published on social media daily.

For you to succeed, you need to have a carefully crafted content distribution tactic when publishing your posts in social media.

Allow me to share with you four tactics that you can use for just that.

Let’s hop right in.

1. Build strategic partnerships with influencers.

I’m not really a huge proponent of the whole, “It’s not what you know, but WHO you know that counts” rationale. However, when it comes to marketing your content on the internet, I have to admit that it’s hard to ignore this reality.

Such is especially the case when you’re operating in the social media space where a single tweet or share from an influencer, can easily skyrocket your content views and even online sales.

That being said, it’s crucial that you pair your social content distribution endeavors with influencer marketing.

To find the right influencer, you can use Keyhole.co to gain a bit more insight into the influencer that you’re thinking of partnering with.

Here are some of the data points you can learn about an influencer if you run them through Keyhole.co:

  • Average likes
  • Average retweets
  • Average number of posts
  • Average engagements
  • Their top posts based on engagements

Here’s a glimpse of how Keyhole.co looks from the inside.

Neil Patel Influencer Tracking Statistics - Name, description, handle, total posts, followers and followings, as well as metrics: Average likes, average retweets, average engagement rate

(An overview of the influencer.)

Keyhole Account Statistics, showing number of social media posts over time in a graph, layered with Average engagements over time
(The account statistics.)

Keyhole Top Posts by Engagement - chart showing the content of the top posts created by the account being tracked, together with number of likes and retweets. Content Optimization tool.
(Top posts by engagement.)

These are just some of the many things you can learn about your prospective influencer.

When you have these details, you can judge better if the person is an ideal partner to help you distribute your content through their followers or not.

2. Leverage employee advocacy.

Before anything else, let’s define the phrase “employee advocacy.”

According to Smarp.com, it is “the promotion of a company’s messages by its employees.”

Based on the definition alone, I hope you can see how this can be important for your content distribution on social media.

Let’s face it: Your target audience might not support you immediately when you reach out to them. After all, they don’t know your company through and through so it’s quite normal for them to have doubts about you.

The same can’t be said when you ask your employees for support, however. In most cases, they will welcome the idea since they are proud to be a part of your company.

That’s why employee advocacy is crucial in your social media content distribution endeavors. You’ll barely need to convince any of your employees to help you with sharing or promoting your company’s message.

The good news is, there are online platforms that can help you streamline your employee advocacy efforts.

Smarp is one of them.

You just need to create an account, do your initial setups like creating your channels and adding people to it, and you’re pretty much set to start posting.

Here’s how the platform looks from the inside.

Creating more channels button
(When creating new channels.)

Tweaking channels
(When editing/tweaking your channels.)

New subscriber
(When adding subscribers or employees to your channel.)

Add posts
(How you can add your posts.)

With the help of social advocacy platforms, it’ll be easier for you to manage your marketing efforts and even measure the results you get out of them.

3. Leverage social scheduling.

There are a plethora of benefits to be had from using social scheduling platforms when distributing your content via social media.

For one thing, it enables you to repost your content multiple times. Also, you can control when your posts are published.

Both aspects are crucial for succeeding in the social media space.

After all, your target audience is most likely flooded with truckloads of content every day, that’s why you need to repost your content multiple times.

Also, as you study your audience, you’ll realize that there are certain times in a day where they log in. As you uncover this information, you can use the social scheduling platform to schedule your posts at the most optimum time.

4. Find out where your audience is.

Before you even start distributing your social media content, you need to know where exactly to distribute them.

I mean, sure, you can certainly post all of your content in your social media pages. However, that alone won’t do you much good.

You need to go out there, look for your audience, and distribute your content in places or groups where they frequent on.

Remember, where your customers are, there you should also be. This is a timeless lesson that businesses or marketers should never forget.

To help you with finding your audience, one of the best tools you can use is Facebook Audience Insights.

From your Facebook’s personal profile, click “Ads Manager” > the burger menu on the top left part of the page > hover to “All Tools” > click “Audience Insights.”

You will then see this page.

Facebook Audience Page

After you enter your interest and hit “enter,” click the “Page Likes” tab. (For this example’s sake, I entered the keyword “pastry” in the “Interest” section.)
Image of Facebook Audience showing where to click for Page Likes

You will then be able to view the pages relevant to your niche (and their audience sizes) as you scroll down.
Image of Facebook Audience Page showing other relevant pages

At this point, you now have access to the list of niche-relevant pages where your audience is most likely hanging out online.

The only thing left for you to do is engage, build relationships, and distribute your social media content in these pages.

It’s worth pointing out that Facebook Audience Insight has several more features that you can use to help you with your content distribution. Be sure to check out the tool and experiment with it.
What’s next?
You don’t need to have decades of experience to succeed in the social media space.

Just by following the tried and tested strategies that seasoned social media marketers are using, you’d be able to formulate your very own system of distributing your content effectively (and efficiently) via social media.

If you follow the tips that we covered — or build on them — you’ll be able to get better results out of the content you’ll publish in your social media accounts.

If you have questions and ideas that you’d like to share regarding content distribution in the social media space, feel free to add them in the comments section below. Cheers!

Man looking at whiteboard influencer marketing keyhole

How to Find Micro Influencers on Instagram to Boost Sales

Influencers have the power to win the hearts of consumers, so it is no surprise that we are seeing some of the biggest brands in the world using influencer marketing to promote their products and services. Influencer marketing is clearly effective, but the problem is small brands often don’t have enough cash in their pockets to afford a top influencer for promoting their products and services.

Fortunately, there are micro-influencers out there on whom these brands can rely. Micro influencers are everyday consumers who possess a large social media following; generally between 1,000 and 10,000, though some have up to 100,000. These influencers offer better access and higher engagement than macro influencers at a fraction of the cost. Micro-influencers are active on various social media websites and you can partner with them to promote your brand wherever your customers and prospects are most active. One major social media website on which you can easily find micro influencers is Instagram. In this post, we’ll demonstrate how you can use micro influencers on Instagram to boost sales and how you can find Instagram influencers.

Micro-Influencers should be Relevant to Your Niche

Influencer marketing can be used for achieving different goals, such as driving engagement, increasing brand awareness or sales. But to be able to achieve these goals, you must promote your content to a relevant audience.

This means that you must work with influencers on Instagram who are relevant to your niche and have a significant following. Ideally, you should find an influencer who is considered an expert in a subject that is relevant to your niche. If you fail to do this, you won’t be able to reach your target audience and there will be no point in using influencers to promote your brand.

Showcase Your Product Experience with Micro-Influencers

When consumers see a compelling picture of a certain product, they may become interested in trying that product. But, in order to make a major impact on your audience through micro influencers on Instagram, you must showcase their experience of using it. This can compel followers to enjoy the same experience themselves.
For example, if you want to promote your product, you can have the influencer use it and share their reviews about it with the audience. Micro influencers on Instagram can make a video of your product, share stories or simply post a picture with an inviting caption. The goal here is to demonstrate how your product is enhancing an influencer’s experience. Because the influencer’s following trusts them, this will compel the audience to try your product themselves. In a similar fashion, you can promote your services too by having the micro influencer show to their audience how your services enhance their experience.

ii-img1

Give Influencers the Freedom to be Creative

This is perhaps the most important thing to remember when working with micro influencers on Instagram. The reason why micro-influencers have managed to grow their audience is that their audience trusts them and they know the right words that attract the audience. They know their followers, so they know the type of content that will appeal to and engage their audience.

Therefore, you should never control what a micro influencer on Instagram says about your services or products. Let them give honest reviews about your product and allow them to promote your brand in their own way. If you control the content that an influencer shares about your product or services, there is a risk of the audience losing their trust in the influencer and if that happens, you won’t be able to successfully promote your brand.

These are the three best ways through which you can use micro-influencers on Instagram to boost sales. Now that you know how to use micro-influencers, will you promote your brand through influencer marketing? If so, there’s a missing piece of the puzzle. I still haven’t told you how you can find Instagram micro influencers.

ii-img2Photo by Gavin Whitner

Finding Instagram Influencers

Turn to Your Audience

When finding Instagram micro influencers, you should start with your current fan base since you know that a connection already exists. Since they’re already interested in your content, you should look at their interests by looking at the pictures they post and the people they follow, then you should analyze what’s similar among your fan base. Do they all follow the same influencer or brand? Or, does your analysis show that a lot of the Instagram pages you’ve looked at have a common picture? Whether it’d be a picture related to fashion, and if you could look deeper into it you might be able to discover that most of your fan base post pictures of handbags, jewellery, or even hats, etc. By finding these common interests, you’ll be able to create a target lookalike audience to draw connections with others like them. If any of your followers themselves have a large following, it is an added bonus for you. Reach out to them and recommend an exchange of service or product for a review or Instagram post, it’ll be easier to convince them as they already know who you are.

Use Hashtags

The best method to find the right influencer is to simply search for the correct hashtag or keyword that’s relevant to the product you’re trying to promote. For example, if you want to promote a fashion product, you can run a hashtag search for things like #ootd or #instafashion. You can then determine how popular an influencer is by looking at how much engagement their posts are getting or their follower count. Are they gaining likes and comments on their posts, and if so, how persistent are they at posting?

Note: You can get a lot of micro-influencers who just purchase their followers and barely get any engagement on their posts, these are to be avoided so keep an eye out for them.

There are various tools, like Keyhole hashtag and Keyword tracking, which can help you easily find influencers who have published posts with the hashtag or keyword you’re searching in a simple list format with needed and additional information such as ‘Sentiment’, which basically shows you the types of emotions the post’s wording is giving. If the content they are posting is relevant to your niche, you can reach out to them to market your products or services.

ii-img3

In addition, you can also track all posts that contain your hashtags in real time. This way you can analyze the engagement levels of the audience in your niche with influencers on Instagram. You can determine the influence of influencers on their audience through insights about engagement levels.

The hashtag you choose for search must be specific to reveal satisfactory results. For example, if you wish to search for Persian cats, a hashtag search around #Persiancats would yield much better results than just #cat alone. Alex of VM Interactive says that the more specific your hashtag is the more actionable results you’ll get.

With the help of an Instagram hashtag analytics tool, you can simplify your research. You can use specific keywords relevant to your niche to pinpoint conversations related to your business and target audience.

ii-img4

Conclusion

Follow the advice we have provided to use influencers for promoting your brand. Remember to give influencers the freedom to be creative and find the ones that are relevant to your brand!

Image Credits
https://negativespace.co/man-working-desk-office-minimal-white/
https://negativespace.co/fashion-travel-accessories-sunglasses-bag-camera-watch/
https://negativespace.co/musician-guitar-speaker/

Keyhole How to Avoid a Social Media Crisis crises 6 steps how to

6 Critical Steps to Avoid a Social Media Crisis

Social media is an enormously powerful tool for managing customer relationships, broadcasting positive brand stories and introducing new products. But while the benefits of this free, fast and intuitive marketing channel are virtually limitless, it also has some potentially serious risks.

But there’s good news; with proper planning you can avoid the most common mistakes that lead to a social media crisis.


What Causes Social Media Crises?


Common Mistakes — Just about anything can spark social media outrage and bring out the trolls, but the most common slip-ups include:

  • Spelling and grammar mistakes made by professional organizations
  • Accidentally liking an inappropriate post
  • Tweeting a personal message from a professional account
  • Unintentionally making an offensive statement

Serious Problems — Employee sabotage and hacking are much more serious offenses. While businesses can, and do, shift responsibility for the malicious post, they’re often criticised for allowing their login credentials to be compromised.

Catastrophic Events — Intentionally racist, sexist, or malicious comments made by companies or individuals ignite the worst type of social media crisis. These statements can significantly impact a brand’s revenue and reputation, and recovery could take years.

Look no further than Roseanne Barr for a trending example of how powerful one tweet can be.

In the days following her comment, Barr’s television contract was canceled, her reputation was heavily damaged, and she lost an estimated $3 million in revenue.

So, how can you avoid a social media crisis? Here are 6 steps you can take.


1. Have a Crisis Communication Plan


Image of a Man in Front of a Whiteboard with a Plan Structure

The most important steps toward preventing a social media disaster are understanding what crisis management means for your business and creating an action plan to address your risk factors.

While you can’t predict every crisis, you can train your social media team to prepare for, and effectively manage, potential problems.

Since social media is your front line of communication during a crisis, your plan should include specific guidelines to protect your brand. Most importantly, always have a second set of eyes on every post before it’s published. Companies should also train more individuals in crisis communications and social media management than you think you’ll need.


2. Monitor your Social Media for Trouble!


Identifying problems as soon as they arise is critical to crisis prevention. Unfortunately, you may never know about the biggest issues facing your company because 96% of angry customers don’t complain to brands directly. Many of these upset customers prefer posting about their poor experience on their own timeline. These “dark” complaints could go unnoticed, causing negative impact, without proper tools and training.

Social listening tools allow you to monitor keywords and indirect brand mentions as well as direct mentions. This gives your company a much more holistic view of what your customers are saying across all social platforms.

Keyhole’s Intelligent Notifications feature is an excellent example of how brands can set up alerts to detect direct and indirect (‘dark’) posts with negative sentiment.

Keyhole AI detects any tracked posts with negative sentiment made about your brand, and you automatically receive an Intelligent notification in your inbox, which allows you to react to the post before the negative sentiment escalates.

Keyhole Intelligent Notifications Dashboard With Negative Sentiment Alerts Turned On

For instance, United Airlines would have seen this tweet and its volume, the first mention of the United Flight 3411 incident, with Keyhole.

Capture-of-the-Original-Tweet-that-started-the-United-Airlines-Crisis-in-2017

This would have given the airline an ample runway to handle the crisis before it escalated.


3. Always Engage with Your Audience


Engaging-with-Facebook-Audience---Image-of-person-using-Facebook-on-phone


Social profiles are frequently viewed as sales tools instead of powerful customer service platforms for building brand loyalty and customer care. By solely pitching products rather than having meaningful conversations with your followers, you could miss opportunities to address customer experience problems early on.

According to Maritz Research, 49% of customers expect companies to respond to Twitter complaints, yet only 29% of those who complained received a reply.

Additionally, customers who complain expect a response within 4 hours, while the average brand response time exceeds 10 hours.

It’s crucial to respond quickly and professionally when negative comments about your company are discovered. Ignoring criticism, even when it isn’t posted directly to your page, sends a message to your followers that you don’t care enough about them to respond.


4. Respond to Criticism Professionally


Knowing how to properly handle criticism in a public forum is essential to protecting your reputation. A single rude response to a genuine complaint will do far more damage to your image than the original comment could.

Deleting comments and blocking users may seem like the quickest way to fix a problem, but doing so could cause your customer to become more outspoken. Instead, make an effort to understand what caused the situation and show a willingness to make things right.

Consumers typically complain on social media when their problem has not been properly resolved. You may be able to prevent your customers from complaining in public by providing a seamless resolution process on your website or over the phone.

Angry customers want to express their frustration quickly, so they usually avoid email. Adding a simple feedback button to your site may prevent them from firing off a raging tweet for all to see. Just make sure it’s easy to find and effortless to use. You could even offer visitors incentives for leaving feedback if it they’ve been poking around your site for a while.


5. Choose the Right Person to Manage Your Accounts


Hands-woman-laptop-notebook

Assigning your brand’s social media strategy to an intern or an inexperienced employee may save you money, but it could also be a recipe for disaster.

A great social media manager has a level head, is capable of handling a crisis, and is well-organized and detail-oriented. Finding someone with public relations experience adds another layer of insurance against mistakes.

Prefer to outsource the work? There are many companies specializing in managing social media accounts for businesses. This option may be the most impactful if you have room in your budget.


6. Draft an Employee Social Media Policy


Most people might think their private social profiles are safe for ranting about work stress, but negative posts can have serious consequences if customers or coworkers see them. Distribute guidelines about how to reference your brand online, but don’t scare your team away from posting. Happy employees are some of the best recruiting tools you can ask for!

Closing thoughts

The benefits of using social media intelligently will always outweigh the risks. Remember to monitor for problems, listen to your followers, react quickly and compassionately, and plan ahead, that way you’ll be able to maximize the benefits of this channel while avoiding potential crises.

How The Infinite Agency Uses Keyhole to Run ‘Real-Time Marketing’ & Predict Campaign Success

Freddy Duran is the Social Media Director at The Infinite Agency, a cutting-edge, data-driven creative agency based in Dallas, Texas.


A strong advocate for the power of social media analytics, Freddy gives us his expert insight into *why* it is so crucial to use data to optimize social media campaigns at every stage, and how it helps to reach the right people with the right message at the right time.

“Anything that is not data backed, to me, is guesswork.”

Freddy Duran

In this article, Freddy focuses on how Predictive Analytics help you determine campaign success and pivot when needed. He also explores the concept of “real-time marketing”, using social media analytics to optimize campaigns as they run.

Predicting Campaign Success


One of The Infinite Agency’s Award-Winning campaigns ˄

One of the benefits of using social media analytics tools like Keyhole is predictive power, and “Predictions” is a feature that sets us apart.

GIF illustrating 'Predictions' tool being toggled on Keyhole

After just 7 days of tracking an active #campaign with Keyhole, you can predict campaign performance for the next 30 days.

I mean, I used to do these projections by hand and the methodology is the same, based on historical data by x amount of time, but the fact that you guys are including it in your dashboard is amazing.”

How does this work?: Our algorithm will learn key metrics about your campaign’s performance such as the number of posts and average engagements, and will then project those numbers based on its current status.

“Back in the day (and when I say that, I mean like 2-3 years ago) marketers had to know the algorithms and formulas to calculate these things by hand. Saving time by not doing these things by hand, and knowing that you still have accurate information is very valuable.”

Being able to predict campaign performance helps you know if your campaign is already set to get the traction you are hoping for, or if you need to be more proactive with your outreach to hit your goals before it’s too late.

Image of a Hashtag Tracker dashboard 'Predicting' campaign performance for the next 30 days

“In my personal experience with advertising, I have dealt with many tools. But Keyhole is the only one that is incredibly easy to use, and right off the bat I was blown away that you have built-in campaign performance predictions. That is something that I haven’t seen anywhere else.

Optimize Campaigns with Real-Time Marketing


Image of Infinite Agency campaign- 3 People Popping Confetti Balloons

“I’m seeing it a whole lot lately that clients ask: ‘How can we do social listening better?’, ‘How can we be more reactive to what’s going on right now?’. Real-time trackers like Keyhole help you know how people are feeling about and talking about your brand in real time. This means that we can have real-time marketing from a brand perspective and make it reactionary.”

Image showing a Sentiment score of 98
This sentiment score from one of the Agency’s campaigns indicates healthy overall brand sentiment.

Real-time marketing entails tracking conversations as they happen on social media, and reacting to both positive and negative conversations in a way that benefits your overall marketing strategy.

For Example:

Positive posts can be shared as social proof, and you can chime in on trending topics during spikes of activity to amplify your message.

Negative Posts can be addressed right away and mediated in order to prevent a change in your brand sentiment.

This approach helps Freddy and his team optimize campaigns during their entire run.

“My life would be terrible without social media analytics tools. Being able to look at a tool like Keyhole is incredibly important because it gives you a look at not only what a brand is doing right but also how people are responding to it.

Being able to assess how audiences are feeling is the end game. Advertisement is based on happiness and persuasion, and if you can determine how people are reacting to things or how they’re talking about it, that gives you good insights into what you should do as an advertiser or a marketer, and you guys take away a lot of the guesswork in that.”

Life is short and the internet is vast.