Still seeing so many teams only tracking their own channels instead of looking at the open web. It's pretty much a guarantee that someone is complaining on Reddit or some review site without ever tagging the brand.
>Monitoring runs at the mention level.If you aren't checking for keyword matches across forums, your
sentiment data is basically fake news. I don't know how anyone expects to catch a crisis when they're ignoring everything except their own notifications.
found this here:
https://planable.io/blog/social-media-monitoring/