Social Media Monitoring & Live Tracking.
Know what’s being said about your brand the moment it’s said, with a team ready to act on it.
The gap between a comment and a crisis is 30 minutes
Most brand incidents don’t start as crises. They start as a single comment, a one-star review, or a complaint that didn’t get a response fast enough. Left unchecked, that’s when things escalate.
Live social media monitoring closes that gap. It’s the difference that prevents bad actors from risking your reputation. For enterprise brands fielding thousands of interactions a week, that difference is everything.
Burrow’s Sydney-based command centre runs around the clock, with highly-trained community managers tracking your brand mentions, comments, and reviews the moment they go live. Our community managers don’t just watch the feed. They act on it within 30 minutes, every hour of every day.
Our clients.
What live tracking actually looks like
Most businesses assume they’re across what’s being said about them online. Most aren’t. Scheduled check-ins, reactive reporting, and after-hours gaps leave your brand exposed when audiences are most active.
Burrow’s live social media monitoring operates differently. Our team works in real time from a purpose-built command centre, using the latest enterprise tools to maintain uninterrupted visibility across every channel your brand touches, including your paid, owned and earned media.
The moment something surfaces that requires attention, our team is already on it. Not in the morning. Not after the weekend. Now.
Live social media monitoring with Burrow gives your brand:
- Mention detection across social platforms, review sites, and paid media, with minimal lag between a post going live and our team seeing it.
- A 30-minute guaranteed response time to identify, assess, and de-escalate posts that pose a risk to your brand reputation.
- Real-time sentiment tracking that identifies how audience perception is shifting.
- 24/7 customer service coverage so your audience always receives a timely, on-brand response, regardless of when they reach out.
- Proactive engagement that keeps your community active and your brand presence consistent across every channel.
- Daily activity reports and escalation logs so your internal team has complete oversight of everything that occurred.
Stay on top of your brand sentiment
While your team focuses on strategy, campaigns, and customers, ours is watching every channel, every mention, and every conversation connected to your brand. No gaps. No after-hours blind spots. Just constant oversight that keeps your reputation protected and your audience engaged, without adding a single item to your team’s to-do list.
Case studies
Hartford Healthcare
Burrow elevated Hartford HealthCare’s brand reputation by implementing risk strategies and elevating their patient experience.
Stockland
Stockland seamlessly integrated with Burrow to extend their customer support capabilities and cultivate community connections.
Specsavers
With Burrow, Specsavers is now able to have a deep understanding of consumer sentiment, extend their support capabilities with ease and have peace of mind.
FAQs
What is social media monitoring?
Social media monitoring is the process of tracking mentions, keywords, hashtags, and conversations about your brand in real time: across social platforms, review sites, forums, and beyond. It gives you an accurate, up-to-the-minute picture of how your brand is perceived online, so you can respond to emerging risks before they escalate, address customer feedback promptly, and identify opportunities to strengthen your reputation.
What is the 5-5-5 rule for social media?
The 5-5-5 rule is a simple framework for maintaining a balanced, engaging social media presence. It suggests that for every 15 posts:
- Five should share useful or educational content
- Five should share content from other sources or community voices
- Five should be directly promotional.
The intent is to build genuine audience relationships rather than broadcasting a constant sales message. When combined with active social media monitoring, the 5-5-5 rule helps brands stay responsive and relevant, not just visible.
How do you monitor your social media?
Effective social media monitoring combines the right technology with a team skilled enough to act on what it surfaces. The process typically involves setting up tracking across your owned channels, including Facebook, Instagram, LinkedIn, and others, as well as external review platforms and broader web mentions.
From there, monitoring tools use keyword tracking, sentiment analysis, and real-time alerts to flag relevant activity. At Burrow, we go further: our trained community managers operate around the clock from our Sydney command centre, reviewing alerts, engaging with your audience, and escalating issues within 30 minutes, so your brand is never left unattended.
What are the most popular social media monitoring/listening tools?
Our team is trained and certified in all of the industry-leading platforms enterprises rely on for social media monitoring: Sprinklr, Meltwater, Brandwatch, Emplifi, Hootsuite and Sprout Social. Together, these tools give us constant visibility across your paid, earned, and owned media. Because we’re platform-agnostic, we can also integrate with whatever tools your internal team already uses, so there’s no disruption to your existing workflows.
