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Generative Engine Optimization (GEO) Guide

Generative Engine Optimization (GEO) is transforming how brands show up in AI-powered search. Explore insights, strategies, and best practices to help your content rank and resonate across conversational engines like ChatGPT, Gemini, and Copilot.

Explore insights and strategies for Generative Engine Optimization (GEO) to help your brand stay visible and discoverable in AI-powered search.

Generative Engine Optimization (GEO) Blog Collection | Meltwater

Media monitoring helps organizations stay informed about what’s being said across online news, print, broadcast, podcasts, and other media channels. Whether you're tracking brand mentions, measuring PR performance, monitoring competitors, or identifying emerging trends, our expert guides, best practices, and industry insights will help you build a smarter media monitoring strategy and make more informed communications decisions.

Discover expert media monitoring guides, best practices, and industry insights to track brand mentions, monitor competitors, and stay ahead of the news.

Media Monitoring: Guides, Best Practices & Industry Insights

Every day billions of conversations take place on social media: tweets, posts, comments, blogs, reviews, podcasts, and much more.

Learn how to use social listening to make sense of all of that data.

On our social listening category page, you find all our blogs covering topics around social listening and social media monitoring. Read more.

Social Listening Blogs | Category

Business Reputation Management: What does it take to add reputation management to your marketing strategy? More importantly, how do you keep your reputation sparkly and shiny? Here’s your all-access guide to online reputation management for the long term.

On our reputation management category page, you find all our blogs covering topics around business reputation management. Read more.

Reputation Management Blogs | Category

From your brand's logo to your website, your social media presence to your customer support—these elements combined are what constitutes a brand in the minds of customers. But, there are thousands of other businesses that have a logo, website, social media presence, and website. So, how can you position your business on the market and make it stand out from the competition?

The key to success is branding & brand management!

On our brand management category page, you find all our blogs covering topics around brand management. Build your strategy and reach your goals!

Brand Management Blogs | Category

Competitive intelligence and the act of collecting competitive data can be seen as growth drivers for a company. Our guide will help you understand the concept of competitive intelligence (CI) by answering questions such as: What is the definition of competitive intelligence? How is competitive intelligence useful to organizations? What is the goal of competitive intelligence? And more.

On our competitive intelligence category page, you find all our blogs covering topics around competitive intelligence. Learn how to stay ahead.

Competitive Intelligence Blogs | Category

Let’s dive into the customer journey framework and how to optimize the process by creating a customer journey map and using metrics that matter when analyzing the customer journey.

On our customer journey category page, you find all our blogs covering topics around mapping and understanding the customer journey.

Customer Journey Blogs | Category

How do customers interact with my newly launched product?

How do I increase the productivity of my employees?

How do I know if my marketing efforts are working?

We have just two words for you...Data analytics!

On our data analytics category page, you find all our blogs covering topics around AI and data analytics. Technical and still easy to understand.

AI & Data Analytics Blogs | Category

Public relations and media relations can add impact to any marketing strategy. It’s an opportunity for brands to grow their reach beyond traditional sales messages. PR helps to shape the image you want people to have of your brand.

So, what is PR and how do you use it? This guide shows you everything you need to know to build a strong public relations foundation.

On our public relations (PR) category page, you find all our blogs covering public relations and communications topics. Step up your PR game.

Public Relations (PR) Blogs | Category

We all know exactly what the roles of sales or accounting are in a company, right? We might even have a slight idea of what the IT guys are doing.

But there is another business discipline, that plays a crucial role in organizations, even more so during the pandemic – internal communications!

But what exactly do we mean by that, what purpose does it serve and what steps can you take to ensure you and your employees will communicate effectively?

On our internal communications category page, you find all our blogs about internal comms topics. Learn about the intranet, internal newsletters, and more.

Internal Communications Blogs | Category

As the internet has taken root in more areas of our lives — everything from entertainment to shopping to paying bills and more — traditional marketing is becoming less impactful. As any marketer knows, you need to focus on where your audience is if you want to reach them. Since the average person spends about seven hours a day online, it’s no surprise that content has maintained its hold on marketers.

Here's a closer look at what content marketing is and why it matters more than ever in our digital-first economy.

On our content marketing category page, you find blogs about content marketing topics. Learn about strategies, KPIs, tips, and more. Make your content king!

Content Marketing Blogs | Category

The rise of the influencer marketing space – today a $10 billion industry, growing 50% per year – is one of the clearest examples of how social media is transforming traditional marketing. These days having a business website, presence on social, PR coverage, and your own content isn’t enough to compete.

We'll dive into the intricacies of influencer marketing to help ensure that you're equipped with the insights needed to be successful in this space.

On our influencer marketing category page, you find blogs about influencer marketing topics. Build your strategy, find influencers, and measure results.

Influencer Marketing Blogs | Category

Have you just launched a new product or service that you want to get the word out about? Maybe you want to share with consumers why it is awesome and how it is so much better than the one your competitors offer.

Well, then, there is one thing you can't do without...Marketing!

On our marketing category page, you find blogs about marketing topics. Learn about all the different angles and types of marketing and improve your results.

Marketing Blogs | Category

Building a following and using social media platforms to reach a wider audience requires a well-planned social media marketing strategy. In this guide, we’ll be looking at why social media marketing is so essential and how you can make it work for your business.

On our social media marketing category page, you find blogs about social media marketing topics. Learn how to get the highest paid social ROI!

Social Media Marketing Blogs | Category

In the fast-evolving realm of digital marketing and public relations, utilizing the right tools is crucial for success. Our interdisciplinary category showcases all the pertinent tools for digital marketing & PR. These tools help in enhancing your online presence and effectively reaching target groups, whether through reputation management, influencer marketing, or social media management.

On our digital marketing and PR tools category page, you find all our blogs covering topics around mapping and understanding the customer journey.

Digital Marketing & PR Tools Blogs | Category

From media coverage and social conversations to audience insights and campaign performance, communications teams have access to more data than ever before. But collecting information is only the beginning. The real challenge is knowing what it means, what matters most, and how to respond with confidence.

Data-driven communications turns scattered signals into actionable insights. By using data to understand audiences, identify trends, measure impact, and guide decisions, communications teams can create more relevant strategies and demonstrate their value across the organization.

Learn how data-driven communications helps teams understand audiences, measure impact, identify trends, and turn media, social, and AI signals into action.

Data-Driven Communications: Insights & Strategies | Meltwater

Kim Cattrall takes the lead in a campaign celebrating the intelligence behind confident brand decisions.

Intelligence is always in style: Kim Cattrall stars in Meltwater’s new campaign

AI adoption is no longer the challenge—trusted context is. Most organizations have AI tools, but many still rely on disconnected, stale, or unverified data, limiting the quality and trustworthiness of AI-generated outputs. Meltwater MCP brings trusted, real-time intelligence into AI assistants.

Your Best Context is Already in the Room

See how one platform can power every decision across PR, communications, and marketing.

The Meltwater Blog

Blog Topics: Generative Engine Optimization, Media Intelligence, Media Relations, Social Listening, Consumer Intelligence, Influencer Marketing

Find out how you can leverage Facebook to boost your brand's online presence and gain a competitive edge. Explore the Meltwater category page today!

Facebook Blog | Meltwater

Find out how you can leverage Instagram to boost your brand's visual appeal and gain a competitive edge. Explore our category page today!

Instagram Blog | Meltwater

Find out how you can leverage LinkedIn to grow your professional network and gain a competitive edge. Explore the Meltwater category page today!

LinkedIn Blog | Meltwater

Find out how you can leverage TikTok to elevate your brand with creative content and gain a competitive edge. Explore the Meltwater category page today!

TikTok Blog | Meltwater

Find out how you can leverage X / Twitter to engage your audience effectively and gain a competitive edge. Explore the Meltwater category page today!

X / Twitter Blog | Meltwater

Find out how you can leverage YouTube to create engaging video content and gain a competitive edge. Explore the Meltwater category page today!

YouTube Blog | Meltwater

For brands anywhere, Instagram is a great way to connect with their audience and grow their brand awareness. A large part of seeing success on the platform comes down to timing: when do you post to ensure that most of your audience can see and interact with your content?

In this blog we cover the best times to post Instagram content for an audience in Saudi Arabia / KSA.

Instagram Insights: The Benefits of an Optimised Posting Schedule

If you are managing an Instagram account targeting a Saudi audience, knowing the peak times to post on each day can lead to increased visibility. It gives your content the best chance to work with the Instagram algorithm and drive engagement.

The best day of the week to post on Instagram in Saudi Arabia is Saturday. Thursday also tends to see high user activity, making it the best weekday to post.

While there is no day that is particularly underwhelming compared to any other day, Sunday late nights are statistically the worst times for engagement.

Posting regular content late at night, especially after 23h00, will generate minimal traffic and engagement. While Fridays and Saturdays see higher engagement later on in the evening, it is not advised to schedule content for later than 23h00.

The Best Time to Post on a Monday in Saudi Arabia

In general, the highest engagement rates usually occur at specific times during the weekday. This is usually in line with when the populace start their day or after work or school. The best time to post on a Monday is in the early morning, between 08h00 and 09h00. Another optimal posting window is after 19h00, as people start to wind down from their workday.

The Best Time to Post on a Tuesday in Saudi Arabia

On Tuesdays, engagement peaks at 09h00 and remains strong throughout the morning. Posting later in the evening, between 20h00 and 21h00, is also ideal. These time frames capture both the start of the day and evening relaxation time.

The Best Time to Post on a Wednesday in Saudi Arabia

Content performs best when posted between 11h00 and 12h00, capturing users during their lunch breaks. Engagement spikes again in the late evening, around 22h00.

The Best Time to Post on a Thursday in Saudi Arabia

Thursday is, on average, the best performing weekday for engagement. Posting in the late morning, from 10h00 to 12h00, is best. Posts in the evening, anytime after 20h00, also perform well as people prepare for the weekend.

The Best Time to Post on a Friday in Saudi Arabia

Engagement is high in the late evening, around 22h00 - 23h00, as people wind down from the week and look ahead to the weekend.

The Best Time to Post on a Saturday in Saudi Arabia

The highest engagement generally occurs over a Saturday as Instagram users relax and enjoy the weekend. Late morning, around 11h00, tends to have excellent engagement rates, as does content posted between 21h00 and 22h00.

The Best Time to Post on a Sunday in Saudi Arabia

Posting between 10h00 and 12h00, and around 17h00 sees good engagement as people prepare for the week ahead.

The Best Time to Post Reels on Instagram in Saudi Arabia

With Instagram Reels, the best times align closely with those for regular posts. However, they usually reach peak engagement a little later than Instagram posts.

The average best time to post Reels in Saudi Arabia is:

How Meltwater Helps You Post to Your Specific Audience

The best time to post on Instagram in Saudi Arabia depends on your brand, your followers, and their behaviour. Using social media management tools to use data to determine the best time for you to publish will help take your content to the next level.

The Best Time to Post on Instagram in Saudi Arabia

By: Chris Hackney, Meltwater’s Chief Product Officer

At Meltwater, our goal is to ensure technology serves the needs of our users. We don’t just add features for the sake of novelty or to ride the latest tech trend. Our focus is on empowering our customers to achieve remarkable outcomes with solutions that truly simplify their workflows and effort levels. 

By democratizing access to complex data and insights, we empower all users, regardless of their technical expertise, to uncover valuable information effortlessly.

For our 2024 Mid-Year Release, our team has been hard at work carefully considering how we can meaningfully elevate the use of news and social media data within organizations. That led us to focus on three things that we believed would help people make better use of such data: 

In this blog post, I want to explain how the features we’re adding in this latest release deliver on those goals. 

Technology shouldn’t slow you down, but help you do what you need to do faster. For us, that means reducing the time it takes to separate the signal from the noise to get to the insights you’re looking for. 

A great example of how we’re achieving this is the new AI Search Assistant in Explore. Building a search query can often require complex boolean logic to focus in on just the data you need, while removing noise and false positives. The AI Search Assistant can let you do all of that using a natural language prompt, so you don’t need to spend countless time building and fine-tuning your query logic. 

This isn’t just about AI - we’ve also made improvements to our tools that streamline workflows, such as integrating our social media management platform, Engage, with Klear, our influencer marketing solution. A new video editor tool has also been added to Engage to allow you to work with video clips directly in the application.

All of this saves you time by breaking down silos so you don’t have to switch between multiple apps to get your job done. 

Insight should be available and understandable to everybody, not just analytics experts, so it needs to be easier to make sense of data. 

This is why we’ve partnered with Microsoft to create the new Meltwater Copilot Plugin, which enables you to conversationally interact with our platform to easily surface and understand insights from billions of real-time data-points. 

Meltwater Microsoft Copilot

This represents a transformational leap forward in the way social listening and media intelligence tools work, which we believe will completely change the way people use these tools. Instead of being bound to conventional dashboard-focused user interfaces, you’ll now be able to interact with our tools in a much more intuitive, human way. In short, the software gets out of the way, so you can get the insight and intelligence you need more quickly. 

What does this look like in practice? Imagine asking Meltwater a question like “What’s happening around my brand this week?” and instantly receiving a summary of your brand’s media coverage and social mentions, all in easy-to-follow natural language, in the places your people work such as Microsoft Teams. 

This is just a simple example, but with the combined power of Microsoft’s Copilot and Meltwater’s data, it’s now easier than ever to find actionable insights that can have a real impact on your decision-making. 

What’s more, our work on Copilot lays the groundwork for eventually bringing these same conversational question-and-answer prompts across the core Meltwater platform.

You can learn more about how the Meltwater Copilot Plugin works by watching this video.

I want to thank Andy Revels, David Delgado, and Angelica Gutierrez, our product and UX leads, for this fantastic milestone and our Karma, Knowledge Graph, Linear Digressions, and Core Apps engineering teams, without whom this would not have been possible.

Additionally, you’ll find AI generated summaries in our social listening, media intelligence, and consumer insights tools, which help you to more easily understand what the data is telling you. 

Insight only has value when used to make better-informed decisions. We want to help you put insights from our platform into the hands of decision-makers across the entire organization.

The Meltwater Copilot Plugin will enable customers to interact with our data from directly within Microsoft Teams and the Microsoft Office suite. So not only is it now much easier to query and make sense of our data, but it’s possible to do that from inside the tools that you and your team are using everyday. 

This supercharges collaboration because you can find, share, and discuss news and social insights with your colleagues all in the same place.

You no longer need to disrupt your workflow and figure out how to use a different app. You don’t need to wait for an analyst to carry out the research and explain the findings to you. You can simply ask the question, in plain language, from the tool you’re already working in. 

So this gives far wider access to insights across your organization, and ensures that everybody is basing their decision making on the same data sources, ensuring greater consistency. And if everybody in the company is now able to easily find insights, rather than them being confined to one team, that can drive a culture of smarter, faster decision making that impacts the whole business.

We’re always excited to bring you new features and product enhancements, but we really believe there’s something extra special about our Mid-Year 2024 Release, and we can’t wait to see what our customers will do with it.

How Our 2024 Mid-Year Release Changes the Game

Foresight is one of the most valuable resources any marketer can have. Understanding consumer needs, and delivering on them before your competitors, is a surefire path to business success. That’s why industry leaders use trend forecasting and trend prediction to make some of their riskiest but most crucial business decisions.

If you need a better understanding of what trend forecasting is and how it’s done, you’re in the right place! Read on for a detailed rundown of trend forecasting for marketing, PR, and other communications professionals:

Trend forecasting is the practice of making educated predictions about how trends will change and develop over time.

Usually, the end goal of trend forecasting is to produce models and projections for how a trend will progress. Marketers use trend forecasting to create strategies that anticipate consumer needs and reduce risk for brands and organizations.

Trend prediction and trend forecasting are, in many cases, used interchangeably. That’s because both use data, research, and other information to draw conclusions about changes in industry, market, and consumer patterns.

In some contexts, though, there is a subtle distinction between the two that can be useful for planning outcomes for market research, audience intelligence, and other analyses. In these cases, trend prediction uses that process to determine what new pattern shifts will emerge, while trend forecasting uses it to determine how already-identified pattern shifts will play out.

Find a more detailed explanation of what trends are and how to find them in our trend detection guide and learn more about trendspotting.

Short-term vs. long-term trend forecasting

Trend forecasting often falls into one of these two time-related categories:

Short-term trend forecasting, which aims to understand how trends, especially micro-trends, will progress in the immediate future. This kind of forecasting looks ahead to the next month, quarter, season, or couple of years.

Long-term trend forecasting, which projects how trends, especially macro-trends,  will progress over years, decades, or longer.

In general, long-term forecasting requires data sets that include longer time periods than short-term forecasting.

Trend projection forecasting is a subset of trend forecasting that uses historical data and patterns to hypothesize and/or model how trends will develop in the long-term or short-term future.

Trend analysis forecasting is a subset of trend forecasting that, like trend projection forecasting, uses historical data and patterns to determine how a trend will play out.

Trend analysis forecasting can also include what is known as qualitative forecasting, which hypothesizes and/or models how trends will develop based on analyses of their origins, drivers, context, and other forces. This form of trend forecasting can involve a wider range of research, data sets, and advanced tools than trend projection forecasting alone.

The specific steps you take to forecast trends will depend entirely on your needs, objectives, business environment, and more. In general, though, they will fall within these categories of trend forecasting methods:

As the name implies, this method involves judgment based on past patterns. This can often involve lots of observation and experience, combined with research, to create broad predictions. This method is done formally or informally and can be the only option when hard data isn’t available. However, it is also much more susceptible to human error and bias.

Qualitative forecasting relies on careful collection and analysis of information from a wide range of sources that could include everything from consumer opinion data to history books. Analysts then use that information and their expertise to predict how a trend will progress.

This method involves a lot of time and careful searching for patterns and uniting themes, making it best suited for subject matter experts. However, it can be the best option for situations where impacting forces are varied and creativity is needed.

Statistical forecasting relies on large data sets (big data) and complicated, computer-assisted analysis to predict the future course of a trend. Data analysts use this method of trend forecasting to create statistical models that are highly precise. This method is often faster and, in many cases, more accurate and objective than judgemental forecasting, but without the right data, it can also miss important context.

Advanced solutions like our social listening and analytics platform use sentiment analysis, image recognition, and other features to mitigate those kinds of oversights for marketers.

Many cases of trend forecasting call for a blend of qualitative and statistical methods to get the certainty of statistical calculations with the real-world knowledge of a human expert. This is where the necessity of powerful tools comes into play.

With the right solutions, data-driven marketers forecasting at any level can make trend projections that are holistic, informed, and accurate.

Schedule a demo to see how you can start trend forecasting on day one with the Meltwater Suite.

Now that we’ve covered some of the ins and outs of trend forecasting, let’s see what it looks like in practice.

Trend forecasting in technology: In 1965, Intel co-founder Gordon Moore correctly forecasted that as computers became more powerful, they would also become less expensive and more accessible to the average consumer. 

Trend forecasting in fashion: In 2015, a fashion trend forecaster used the media database IMDB to project how forthcoming sci-fi films would influence the popularity of space-inspired patterns and designs.

Trend forecasting in sports: Betting experts used historical player data and statistical models to correctly predict the winners of almost every stage of the 2019 Professional Golf Association Tour. 

Trend forecasting in beauty: Leading beauty company Shiseido uses Meltwater’s social listening and analytics platform to forecast trends in marketing communications preferences for different audiences segmented according to their shared interests.

Get an inside look at one trend forecaster’s process in our guide to trend spotting and forecasting for PR.

With the right tools, trend forecasting is doable at any scale, but there are a few things you can do to get an advantage over your biggest competitors. Follow these tips to give your forecasting a boost. 

Monitor trade and industry journals.
These publications offer the level of context and expertise that can bring your trend forecasting program to the next level. While reading through these outlets as thoroughly as you can is ideal, the reality is that most of us are short on time. Use your social media monitoring tool to track relevant topics across these publications and surface important clusters of topics and narratives as they emerge. 

Pay attention to overlooked conversation leaders.
Listening to consumer opinions (via consumer intelligence) is a must, but marketers too often ignore the leaders who influence consumer opinions and behavior most directly. Targeted social listening can help you find and, most importantly, understand those leaders. For example, Pernod Ricard pays close attention to bartender opinions and preferences to predict cocktail trends and Haleon looks to dental hygienists for insight on how to connect with consumers of its dental health brands.
Read more about how Pernod Ricard and Haleon use Meltwater to forecast trends.

Check out indirect competitors.
What can athletic shoe brands learn from luxury shoe brands? What can beverage companies learn from cafes? And what can motorcycle dealers learn from cycling shops? A lot! Monitoring and benchmarking your brand against direct and indirect competitors can reveal new trends and trajectories by comprehensively centering consumers.

Consider non-textual information.
Visual objects, like pictures, gifs, and memes, are a huge part of online communication today. Analyses that include textual and visual elements will always be stronger than those that don’t. Advancements in AI technology, specifically AI-powered computer vision, have made visual analysis a must-have feature in any customer intelligence solution. For example, our platform leverages computer vision technology to detect and analyze logos, faces, scenes, objects, and other visual elements to zero in on emerging trends.

Keep a sense of perspective.
Trend forecasting reduces risk for businesses, but always remember that nothing is 100% certain. The COVID-19 pandemic’s start in 2020 is one obvious example of how unforeseen events can wipe out even the most well-thought-out projections and plans.

There you have it — a high-level summary of what trend forecasting is and how it’s done. There is much more to explore on this subject, but if there’s one point you should come away from this overview with, it is that trend forecasting is only as successful as the data and tools used for it allow.

For marketers and communications professionals, social listening and media monitoring solutions are trend forecasting must-haves. With the advanced features included in the Meltwater Suite, you can look into the future of your market with a click. To learn more about how you could use Meltwater to identify industry or consumer trends, fill out the form below.

What Is Trend Forecasting? Trend Prediction Guide

For B2C brands, delivering social media customer service has become a necessity, as consumers have grown to expect businesses to respond to their queries and complaints through popular social channels. This expectation has also spilled over into the B2B world, so it’s often a good idea for brands that sell to other businesses to offer some level of customer care through social media. 

While it’s something brands should do as good practice, companies using social media for customer service will find that it provides a lot of additional benefits beyond simply making customers happier. The most immediate benefit is that it enhances your brand reputation by demonstrating your commitment to customer care in a transparent, public channel.

The rewards of a good brand reputation cannot be overstated, it’s something that all marketers work very hard to achieve. This in itself will lead to increased customer retention and stronger word-of-mouth referrals.

Social media customer service can also cut costs by either solving customer issues with fast responses or directing them to self-serve online resources, it reduces the pressure on your customer support team. What’s more, all of the data generated by tracking and responding to customer queries and complaints on social media channels can provide valuable insights into your customer preferences, needs, pain points, and trends, which can help you improve your product and service offerings.

But getting customer service right on social media can be challenging. For a start, it’s often the case that customer service and social media are two completely separate functions within a business, so they need to be aligned and working together seamlessly. Meltwater's social listening solution, Explore, is ideal for customer service as they are designed to help you identify and respond to customer comments on social media, no matter how big your organization. With the Salesforce Social Studio sunset, Meltwater integrates easily with Salesforce, so that customer queries raised on social channels can be effortlessly synced with the platform that your customer service department is likely to be using.

Below we’ve collected some real-world social media customer service examples from a wide range of different brands, to highlight the challenges they face and how they respond:

Domino’s Pizza is one of the world’s best-known fast-food brands, with millions of hungry customers ordering pizzas to be delivered every single day of the year. So it’s no surprise that the company’s social media channels are bombarded with questions and complaints because with an operation of that scale, it’s inevitable that a small percentage of deliveries won’t meet customer expectations.

The company clearly treats social media as an important customer service channel, with every query receiving a response that attempts to resolve the problem. Each message is responded to with a clear answer advising the customer of the best next step, whether that might be moving to a more detailed conversation in DMs, or escalating to the company’s online complaint handling system.

The customer is given the name of the rep dealing with their query, so that they can see a level of accountability, and a reference number enabling the case to be tracked accurately throughout the handling process.

Tip: Read our Domino’s Customer Story and learn how they use Meltwater to improve their social media operations.

South Korean auto brand, Hyundai, is the next customer service example on our list. The company is the third largest car manufacturer globally in terms of production volume and sells its vehicles in almost every country in the world. Cars are a big ticket item for most consumers, and will often represent the most expensive purchase people make other than their home, so it’s a topic that consumers not only research in great detail but also have very strongly held opinions about. 

Customers sharing negative comments and experiences about the brand on its social media channels can have a big impact on sales because nobody wants to risk spending tens of thousands of dollars on a vehicle that has a poor reputation. So it’s easy to understand why Hyundai USA makes a point of quickly responding to queries, complaints, and even negative comments posted on social media.

In this example, the poster seems to be making a general comment about the quality of Hyundai cars, rather than raising a specific issue that he needs help with, but the brand still makes the effort to assist him and resolve the problem. 

Tip: Read our Hyundai Customer Story and learn how they are using Meltwater's social listening suite to better understand what consumers are looking for when it comes to electric cars.

As one of the world’s most widely used money transfer service providers, Western Union is relied upon by millions of people to send money to friends and family wherever they are in the world. That’s an important service, and the company’s customers depend on it to work perfectly every time.

When customers encounter difficulties with the service, they need to know they can get quick and reliable support from Western Union. The company delivers comprehensive social media customer service, responding to all queries and complaints, whether they’re concerning specific issues a customer needs help with, or more general comments about how the service works. 

Tip: Read our Western Union Customer Story to learn how Meltwater helps the company truly understand not just the outputs and outcomes but also the impact of messages on social media.

Every morning, millions of people around the world start their day with Kellogg’s breakfast cereals, but sometimes customers are left a little disappointed. Maybe their cereal isn’t up to the usual high standards they expect from Kellogg’s, or maybe they’re just struggling to find their favorite product. Whatever the issue, the brand is always on top of social media customer service, making sure that customers get answers to their questions and any problems are resolved professionally. 

With a brand like Kellogg’s, it’s unlikely that many of the issues raised on social channels are urgent or even particularly important in the grand scheme of things, but nevertheless, the company understands the importance of keeping its customers happy. By demonstrating a commitment to social media customer service, Kellogg’s is safeguarding its brand reputation. 

Not all social media customer service examples are about responding to complaints and negativity, sometimes your brand just has a lot of fans with a lot of feedback. Vans is a sneaker company with a pretty big cult following, and those fans are always keen to let the company know how they feel about the latest designs on its social media channels.

Vans does a great job of letting its fans know that it’s listening to their ideas and feedback, and if you take a look at the brand’s social channels, you’ll see it responds promptly to any questions.

Read our Vans Customer Story and learn how Meltwater helps the sneaker company support successful event execution, connect with influencers, generate reports, and measure ROI.

Brands don’t come any bigger than Coca-Cola, and the company’s social media channels boast some of the largest audiences in the world. While that’s a great place to be for any B2C brand, it does come with its own challenges, namely the huge volume of queries and complaints posted on the company’s owned social channels every single day. 

Coca-Cola rises to this challenge admirably, effectively responding to all queries across its broad range of international social media channels, showing customers that it cares about their problems and concerns. In this case, we see an example of the company effectively directing a customer to an online resource that provides further information about the problem they have encountered. 

It would have been easy to simply ignore this complaint since it is not requesting immediate support, but instead, Coca-Cola shows that it’s listening to its customers and takes their concerns seriously. This is one of the reasons it’s such a powerful brand. 

For luxury hotel brands like W London, it’s essential to maintain a reputation for impeccable service quality, since that’s at the very heart of their offer to customers. So when somebody publicly complains about the level of service they received, the brand needs to be seen to be doing everything possible to ensure the customer receives a satisfactory outcome. 

As we can see in this example, W London monitors its social channels for any complaints and swiftly escalates the complaint to a private discussion in DMs. This is especially important in this situation, where the customer has a complaint relating to a personal health-related issue, which should not be discussed on a public channel.

Tip: Read our W Hotels Customer Story and learn how Meltwater helps them connect with customers on a personal level, get an insight into the guest experience, and measure ROI.

The Meltwater Blog

The Best Time to Post on Instagram in Saudi Arabia

How Our 2024 Mid-Year Release Changes the Game

What Is Trend Forecasting? Trend Prediction Guide

10 Social Media Customer Service Examples to Learn From

What is the Difference Between Marketing and PR?

Digital 2023 October Global Statshot Report

Owned, Earned, Paid & Shared Media Explained

Safety and Ethics in AI - Meltwater’s Approach

How Meltwater Helped Track Earth Hour, the World’s Largest Grassroots Movement

Navigating the Hype: Agencies in the Age of Tech Whiplash

Why You Should Create a Centralized Competitive Intelligence Database

Forrester Study First Look: Meltwater and Brand Management