Steve Evans talks to Chris Smith, senior eBusiness manager at Autoglass, about the company’s use of social media monitoring software Radian6
How long have you been using specific software for monitoring social media?
We started using Radian6 in 2010. Initially we started using it for service recovery – looking for people who were less than happy with our service and seeing if we could turn the situation around and make them a happy customer.
Since then we’ve used it for engagement and also for lead generation.
Were you using anything before this?
No, we were just sort of watching what was going on in social media using things like Google Alerts and manually searching through Twitter. We didn’t have a specific tool in place that would enable us to not stand on the sidelines but join in and get involved with social media… Read more