Lost in the conversation
With a growing customer base in Indonesia, a major office supply retailer needed a way to track and understand brand conversations across digital channels. Social media was filled with brand mentions, product conversations, and customer opinions. However, the absence of a robust social media listening strategy meant critical feedback, trends, and engagement opportunities were slipping by.
The team faced two major roadblocks: they lacked a unified system to track brand sentiment, and the overwhelming volume of data prevented them from deriving true value. They based marketing decisions on assumed insights, leaving crisis response in constant catch-up mode. Something needed to shift.
Decoding the digital clutter
The store teamed up with Netscribes to bring order to the mayhem. The answer? A real-time social media listening and reporting system that converted dispersed conversations into a formal intelligence center.
With sophisticated data segmentation and AI-based sentiment analysis, brand mentions were no longer simply noise—they were sorted by theme, urgency, and business significance. An elastic reporting structure guaranteed that the team received monthly performance reports, in addition to lightning-fast deep dives when a problem required immediate resolution.
For the first time ever, the business gained a direct pulse on public sentiment—what customers adored, what they disliked, and which opportunities they could capitalize on.
Read more: Why your brand needs real-time social listening
From reactive to proactive brand management
With the social media listening tools in place, the effect was instantaneous. The brand identified previously hidden negative sentiment early, allowing it to respond more quickly, resolve issues, and reshape the narrative before any crises gained momentum.
Marketing efforts got smarter, based on actual audience behavior rather than estimates. Promotions hit their mark, engagement increased, and brand awareness improved. What used to be a constant barrage of unfiltered discussions was now a valuable asset, powering wiser decision-making across the organization.
Your customers are talking. Tune in.
Social media is a living, breathing representation of your brand. With the right approach, it’s the door to stronger customer relationships, active reputation management, and data-driven growth.
Netscribes’ digital engagement analysis capabilities enable companies to engage more effectively with their customers. Explore how social media listening can deliver tangible results for your brand. Download the full case study now.
