Social Listening Overview

Social Listening is a core product within Lucidya's Customer Experience Management platform. It collects and analyzes conversations about your brand, competitors, and industry across social media, news, blogs, forums, and public review platforms, then converts them into structured insights through dashboards, alerts, and reporting.

What Social Listening Includes

Listening Monitors
Monitors are the foundation of data collection. Three types are available: Managed Account Monitors for tracking accounts you own, Public Account Monitors for tracking any public account, and Keyword Monitors for tracking conversations by topic across platforms. See How to Create a Monitor in Social Listening for setup instructions.

Dashboards and Real-Time Insights
Dashboards visualize conversation volume, sentiment distribution, engagement trends, and performance metrics. Two types are available: Aggregate Dashboards that combine data from multiple monitors, and Custom Dashboards for tailored views of specific campaigns or topics. See Dashboard Types in Social Listening for details.

Sentiment Analysis
Conversations are automatically classified as positive, negative, or neutral. Lucidya processes sentiment natively per language, including 17+ Arabic dialects, rather than translating to English first.

Alerts
Real-time notifications detect sudden changes in mention volume, negative sentiment spikes, influencer activity, viral content, and verified user posts. See How to Set Up Alerts in Social Listening for configuration details.

Competitive Benchmarking
Measure share of voice and compare brand performance against competitors across monitors, channels, and time periods. See How to Use Benchmark in Lucidya for setup steps.

Trend and Influencer Detection
Identify emerging topics, hashtags, and influential accounts shaping conversations within your industry.

Public Reviews Monitoring
Track customer reviews across 20+ platforms including Google Maps, TripAdvisor, Booking.com, Glassdoor, G2, and app stores. See Public Reviews Capabilities and Limitations for full platform coverage.

TV and Radio Monitoring
Track keyword mentions across broadcast media channels in the MENA region and internationally. See TV and Radio Capabilities and Limitations for coverage details.

Reporting
Export structured reports in PowerPoint or Excel and schedule recurring reports for stakeholder distribution. See How to Export Instant Reports in Social Listening for export steps.

Who Uses Social Listening

Marketing teams track campaign performance, audience engagement, and brand perception. PR and communications teams monitor public response, reputation risks, and crisis signals. Customer experience teams detect feedback, service gaps, and recurring issues. Strategy and insights teams analyze market trends, competitor activity, and emerging opportunities.

For further assistance contact Lucidya Support.