Social media analytics is the process of analyzing social media data and content to provide insight from the millions of conversations taking place on Facebook, Twitter and more. This means identifying granular information from these conversations, comments and reactions, including the topics discussed, who is talking about it and how they are talking about it.
Social media analytics is particularly useful for brands that want to know what their customers or the market are saying about them on social media. Which of their products is being talked about the most? Is a brand getting a lot of attention in a particular geographical area? Social media analysis allows companies not only to be able to more effectively target their marketing, but even more importantly, it’s also an opportunity to provide real-time customer service, just by listening, in case things go wrong.
Source: Expertsystem
