Never learn about your own bad day from a customer.
Most teams find out about a viral complaint when a customer forwards it: hours late, context missing, thread already ranking. Eko's job is to be in the room before that happens: every brand mention, praised or furious, lands in #market-listening with sentiment, reach and a recommended move.
Brand monitoring is the practice of tracking every public mention of your product, company and team across social platforms, forums, review sites and news, so you can respond to praise, complaints and reputation risks before they harden into a narrative.
01
Continuous watch, zero dashboards
Eko scans mentions of your product, executives and handles around the clock. Routine mentions batch into the 9:00 digest; anything gaining negative traction interrupts the channel immediately.
02
Risk triage in minutes
A complaint from an account with reach gets flagged critical, assigned to the right owner, and paired with a drafted response in your support voice, before it becomes the top result for your brand.
03
Praise becomes proof
Positive mentions with numbers ('cut our onboarding from 34 to 11 days') get tracked and routed to marketing, with a nudge to ask for the case study while the post is live.
When a brand mention is really a buying question ('does Waypoint do X? shopping around'), Eko sends it to Buska for intent scoring and outreach instead of leaving it in the thread.
# market-listening
Eko's desk · signals, briefs & market memos · Social intelligence by Buska
EkoApp9:47 AM
X · Thread · 42 replies, 210 reposts · Jess Tran (12.4k followers · ops community) · 23 min ago · View original
“PSA: Waypoint has double-charged us two months in a row and support keeps closing the ticket. Anyone else? Starting to regret the migration.”
Why it matters: This is your third billing complaint this month, but the first from an account with reach. Left alone for a few hours, it becomes the top result for 'Waypoint billing'.
Recommended: Assign to Dan (Support) now. Reply publicly within the hour acknowledging the issue, move details to DM. I've drafted a response in your support voice.
Rule applied · Reputation risk escalates immediately: Negative signals gaining traction are flagged as critical, posted in-channel and recommended for assignment within minutes, not batched into the digest.
< 30 min
from risky post to assigned owner with a draft
97%
of mentions filtered as noise before reaching your team
9:00
daily digest, so the whole company reads the same picture
Other playbooks: Competitor monitoring · Launch monitoring