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How to manage a social media crisis with Twilert

Twilert is designed to monitor your Twitter presence around the clock, but will also aid you should you ever find yourself in the face of a social media crisis.

HMV, British Gas and Kitchenaid are just some of the brands who have found themselves in the type of social media crisis that we would all rather avoid. For some, Twitter can make a disastrous situation even worse. Many users will turn there as a place of immediacy, with the expectation that a response will be more instantaneous than phone or email.

 

Unhappy tweet from an 02 customer could potentially spark a social media crisis
For others, a tweet or Twitter campaign itself can be a catalyst for a public reaction, magnified through the rate at which the offending messages can be trending, shared or favourited.

 

The Kitchenaid tweet that sparked a social media crisis for the brand

 

However it occurs, a social media crisis can be extremely damaging to a company or individual’s reputation and without the right tools and strategy in place, it can be difficult to regain control.

Below are some of the services that Twilert provides to help you mitigate and minimise the effects of a social media crisis occurring on Twitter:

 

Near real time monitoring

The worst social media crises, are those that are allowed to gain a grip before the company in question has even realised what’s occurred. Twilert’s monitoring tools will ensure that you receive brand or keyword alerts, hourly, daily or in near real time, depending on the alert frequency you have selected. This gives you a headstart in defining your plan of action and responding to users. This will also help you to pre-empt when a situation is about to escalate, as you will soon notice if your account is receiving a higher volume of traffic than normal.

 

Email alerts

To effectively manage a social media crisis, you need to have a clear view on how the situation is developing. No matter how large the volume of mentions, Twilert will continue to send you summary emails as often as you have selected, which can also be picked up on the go. This provides you with a constant overview of the situation, helping you to strategise your next move and define a clear plan of action.

 

Keyword Mentions

Through the different search operators Twilert provides, you can set up various alerts that capture mentions of your Twitter handle, but also keywords and users who mention you indirectly. This gives you a more accurate reading of a crisis situation and shows you where you should be directing your time and energy in those critical first few hours.

 

Twitter Search History

After a social media crisis has occurred, it is important to backtrack and analyse what happened so that you can minimise the likelihood of it happening again. Twilert’s PRO and AGENCY accounts save all your alerts in the Twilert search history feature, providing everything you need to analyse the event, once things have calmed down. Depending on your response strategy, this will also give you a checklist to ensure you have responded to every user and addressed all of the concerns.

 

Sentiment analysis

Depending on which package you go for, Twilert subscriptions allow you to set up to 5, 50 or 300 searches, so there is always room to search in a variety of different ways. We recommend using the negative search operator to have a Twilert that will always monitor your feed for unhappy customers. This operator uses sentiment analysis to find customers who have mentioned your brand or keyword with a negative tone. By monitoring this tone, you can respond to unhappy customers as quickly as possible, which could help you prevent a social media crisis occurring in the first place.

 
 
manage your social media crisis now with Twilert free trial

Twilert Agency Plan Explained

The Twilert Agency Plan Explained

Are you monitoring twitter on behalf of your clients or across multiple teams? If so the Twilert Agency Plan is probably the best solution for you.

 

Here are the key features:

 

Team

The agency package allows you to share administration of your Twilert account with multiple users. Invited team members will be able to fully manage their twilerts from a central account.

 

Groups

You’ll be able to create delivery groups of email addresses you want to receive email alerts. A very handy way to share monitoring results with your team and clients!

 

Twitter Searches

This plan includes up to 300 different twilerts, which means you can define 300 different twitter search queries. If you need more, just ask and we will be happy to work something out.

 

Realtime Alerts

Optionally, you can get alerted within moments of a relevant tweet being posted on twitter. This allows for immediate reaction from your team and will help you provide great customer service to your users.

 

Searchable History

This is an online archive of all your results. It enables you to get a full overview of your results that you quickly over. Existing users appreciate this feature and use it as their twitter time machine.

 

RSS and JSON Feeds

If you would like other ways of digesting your results Twilert will also publish them in RSS and JSON format so you can use your favourite reader or work with a web developer to embed your twitlert results into your website or intranet. Another handy way of sharing results with employees or customers.

 

Price

The price for the agency plan is $97 per month or save 15% and pay $990 per annum.

 

We are working hard to introduce more new features such as integrating social influence scores and improving geo location targeting. We would also love to hear your feedback if you have thoughts on how we can improve the product.

Any questions left unanswered? Please feel free to contact us at support@twilert.com or via Twitter @twilert anytime. We can’t wait to find your tweet in our alert email tonight!

 

Twitter Monitoring with Twilert

Twitter Search Lead Generation Image

How to Optimise Your Twitter Search for Lead Generation

Twitter is a very powerful social media platform with a lot of potential. You can use it for more than just information sharing and customer service. It is the perfect tool for business development and finding new customers. A recent study by All Twitter found that 82% of all leads generated through social media platforms are referred from Twitter. Here’s how you can use Twilert to optimise your twitter search for lead generation:

 

Track Hashtags

Tracking Twitter hashtags gives you an idea of what topics are trending in your industry. It enables you to follow relevant conversations and identify potential clients and thought leaders. After you have listened for a while and got to know the participants’ conversational style and rules, you join in the discussion, share relevant information and establish yourself as a friendly expert. This is an ongoing process that requires time, but will pay off. Users will think of you in the situation of a need and will eventually turn into customers.

 

BUT: Don’t make the mistake to think it is enough to determine one relevant hashtag and rest on your laurels. Trends change quickly and you have to be flexible to keep up.

 

Don’t assume, test

When it comes to lead generation via social media people come up with various assumptions. Some are sure it doesn’t work for their business, others are certain they know exactly what potential customers want. The safest assumption is that all your assumptions are wrong. Instead, you should try and test. By now you know that Twilert enables you to search for more than just @mentions of your company name. Test different search operators and find the search terms that best suit your needs.

 

Optimise for Location

If you have determined trending industry topics and relevant search terms, you are ready for the next step: location based search. This is a key factor in the twitter lead generation process. The location filter can lead you to your exact target group.

 

Best practice example

Say, you’re a real estate agent in Bristol. You found out that the hashtag #estateagent is used by sellers rather than buyers. People who look for a new property seem to use #buyhome more often. Furthermore you learned that your twitter target audience uses the words ‘property’ and ‘to buy’ in their tweets. An effective twitter search query could look like this:

 

property “to buy” OR #buyhome near:”Bristol” within:30km

 

Find out what users Complain about and Ask for

You can also go one step further and add a tad more strategy to your twitter search. For example, you could search for users who are unhappy with the services of a competitor, e.g.

 

“ABC Real Estate” :( near:”Bristol” within:30km

 

Also, you could directly address users who have questions about properties, e.g.

 

search new house ? near:”Bristol” within:30km

 

would trigger results such as ‘My wife and I are searching for a new house in Bristol. Any tips?’. Et voilà, there’s your new business opportunity.

 

Save tweets with Potential for Future Business Opportunities

Your search results might contain relevant tweets that you can’t serve at this moment in time. However, you might feel this will change and want to store the result for future business. Our Twilert History helps you archive your search results online. That’s pretty handy, considering you don’t have to look through all your emails, but have them saved in one place.

 

You see, twitter search can be a successful lead generation method if used cleverly. Have you ever used Twilert to find new customers? We’d be happy to learn what measures proved effective for your business.

 

Lead Generation with Twitter Search and Twilert