Social Media Listening and Monitoring
Go beyond vanity metrics. Burrow’s social media listening and monitoring service turns online conversation into competitive intelligence — available 24/7 from our Sydney command centre.
24/7 Social Media Listening and Monitoring Services
Most brands know what their customers are saying on their own channels. Fewer know what’s being said everywhere else. Burrow’s dedicated team of Australian-based community managers delivers true social media listening and monitoring — tracking sentiment, mentions, and conversations across the open web, not just your owned platforms. The result is a complete picture of your brand’s reputation, in real time, with the human expertise to act on it.
Monitor every conversation that matters
From direct mentions and tagged posts to unprompted brand discussions across forums, news sites, and social platforms, our monitoring captures the full breadth of your brand’s online footprint — so nothing slips through undetected.
Understand sentiment, not just volume
Raw mention counts tell you how loud the conversation is. Sentiment analysis tells you what it means. Burrow’s community managers go beyond automated scoring to assess context, tone, and intent — delivering insight your marketing team can actually use.
Turn listening into action
Paired with our social media monitoring and analysis capability, our listening service connects the dots between what audiences are saying and what your brand should do next — from adjusting messaging and surfacing product feedback to identifying influencers and spotting emerging trends before they peak.
Catch what your team can't — before it becomes a crisis
The conversations most likely to damage your reputation rarely happen on your page. They build quietly across comment sections, community groups, and review platforms until they reach a tipping point. Burrow’s always-on social media listening and monitoring infrastructure — staffed by 30 trained community managers operating from our purpose-built Sydney command centre — ensures those signals are caught early, escalated fast, and addressed before they amplify. Our social media monitoring for public safety capability extends this vigilance to organisations where the stakes are highest, and our 30-minute response time means action is always taken before the situation worsens.
The brands that listen loudest grow the fastest
Social listening isn’t just a defensive play — it’s one of the sharpest growth tools available to modern brands. Understanding what your customers want, what your competitors are missing, and where the market is heading gives you the kind of strategic edge that no ad spend can buy. As a specialist social media monitoring agency with deep expertise across Australia, Burrow translates what people say about your brand into content strategy, product insights, and customer experience improvements that compound over time.
FAQs
What is social media listening and monitoring?
Social media listening and monitoring refers to the practice of tracking online mentions, conversations, and sentiment related to a brand, industry, or topic across social media platforms and the broader web. While monitoring focuses on capturing real-time activity such as tags, comments, and reviews, listening goes a layer deeper — analysing patterns, trends, and emotional context to inform strategy and decision-making.
What is the difference between social listening and social monitoring?
Social media monitoring is reactive — it tracks specific mentions, tags, and comments directed at your brand so you can respond quickly and manage individual interactions as they occur. Social listening is proactive and strategic — it analyses the broader landscape of conversations surrounding your brand, industry, and competitors to surface insights that inform your long-term positioning, content, and customer experience.
How does social media monitoring work?
Social media monitoring works by using a combination of keyword tracking, platform APIs, and monitoring software — such as Sprinklr, Meltwater, Brandwatch, or Sprout Social — to collect and surface content relevant to your brand in real time. At Burrow, this technology is layered with human oversight from our team of 30 trained community managers, who assess context, prioritise escalations, and ensure every significant mention receives an accurate, on-brand response within 30 minutes.
What is an example of social monitoring?
A practical example of social monitoring in action is a retail brand that receives a surge of negative comments on a Facebook post about a delayed delivery — Burrow’s team detects the spike in real time, assesses the sentiment, escalates to the client’s customer service lead, and begins responding to individual customers with approved messaging, all within the 30-minute response window. This same capability applies across industries, from social media monitoring for public safety in the government sector to managing patient feedback and sensitive conversations in healthcare.
