Tips, and tricks to connect with your customers

If you’ve already taken the first step in choosing an omnichannel messaging platform like OneSignal, a great place to start is to build your first customer journey. Without crucial info on your users, your app can’t deliver the personalised content that your customers will actually want. You can use OneSignal journey builder to give new users a welcome nudge using multiple communication channels to get that profile registration done and get them to your brand’s value moment faster. If you haven’t built a customer journey before, we've put together a “how-to guide” on how to create omnichannel messaging journeys for new users. To illustrate just how easy this is, we’re using a fake wellness app called "Breathe SA".

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How to set-up customer journey rules to help with a new app user’s onboarding process

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The first step in orchestrating any customer journey is to set up rules. Think of them as the gatekeepers who decide who gets in and out of your customer journey. You need them to ensure the right people are getting the right messages at the right time. For our wellness app, the entrance criteria are simple: it targets any new user who has just downloaded the app or is logging in for the first time. These are the people who will be captured in the onboarding journey.

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The exit criteria for this journey are also straightforward: as soon as a user has completed the entire journey, they leave it. This ensures users are only onboarded once.

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How omni-channel messaging can help give users that extra nudge to keep them engaged 

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Once a new user is in the journey, they’ll see a welcome in-app message when they open the app. This message, which can be templated or built right in the editor, stays in the app for the first two days to serve as a reminder. With a strong CTA via a button with clear copy, "Complete your profile".

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The next step is to set up a "yes/no" branch in the user journey 

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• If the user clicks the button, it immediately triggers a personalised welcome email to say, "Welcome to the app," and guides them with the next steps. With that, they leave the journey as a newly registered user.
• If the user doesn't click the button, the journey waits two days. The user then receives a push notification to say, "Hey, don't forget to complete your profile set-up". If the user still doesn’t take action and register, the journey will trigger a final email send. This email reminds the user to complete their profile so they can benefit from the app’s full value.

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What’s the key takeaway of this?

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This journey shows how you can use OneSignal to onboard new customers without irritating them. By using different channels after specific triggers, you can guide users to a complete profile. Not only are the users on their way to accessing the value of your app, but in exchange, you receive customer data needed to deliver personalised content recommendations and a better app experience. This is also super helpful when building high converting campaigns.

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More of a visual learner? Shaun, our OneSignal expert, has put together a short 5-minute tutorial to show you how this works in detail 👇

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Once you’ve got this, you can expand your journeys.

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Looking to Build Journeys but Don't Have OneSignal Yet?

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If you’ve accidentally landed on this page and are just starting out with customer engagement, here are three things to consider before you get going:

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• Know your CTA: Your call to action is everything. Decide on your goal, be it profile completion, a first purchase, or a subscription, before you build your journey.
• Define your journey: Map out the user's potential path and what you want them to do. A good journey is like a good map; it guides the user with a clear destination in mind.
• Test everything: Don't just set it and forget it. A/B test your messages and check your analytics to see what’s working and what isn’t.

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So, you are ready to level up your social media game. You start looking at tools and suddenly you are drowned in a sea of features, dashboards, and acronyms. Everyone seems to be yelling about the “best” platform.

Here is the secret many forget: the best social tech stack is not universal. It is personal, and one of the biggest factors that often gets overlooked is right under your nose, your team’s size and structure.

From a solo social wizard to a sprawling global department, what works for one will not work for another. Let us break down why your team’s size should be your first filter in choosing the right stack.

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Why Team Size Matters Most

Think about it. A team of three needs simplicity, collaboration, and core functionality. A team of thirty needs advanced workflows, granular permissions, and robust reporting. Forcing a small team into an enterprise suite, or asking a large team to make do with a lightweight tool, creates wasted spend, frustrated colleagues, and unmet goals.

Getting this right is not just about saving budget. It is about boosting efficiency, streamlining collaboration, and ensuring your team can actually use the tools to achieve business objectives.

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What Social Tech Fits Your Team?

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1. Small and Agile Teams (1–5 people)
Who they are: juggling multiple hats, social, content, email, and more.

What they need:

• All-in-one simplicity: a single dashboard for publishing, monitoring, and engagement.
• Intuitive UI: easy to learn without extensive training.
• Affordability: lightweight and budget-friendly.
• Core reporting: quick insights on reach and engagement.

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2. Growing and Collaborative Teams (5–15 people)
Who they are: dedicated social specialists, content creators, and community managers.

What they need:

• Advanced collaboration: shared calendars, approval flows, task assignment.
• Deeper analytics: granular audience insights and campaign performance.
• Enhanced listening: broader social conversations, not just direct mentions.
• Scalable engagement: manage higher volumes of interactions.
• Integrations: CRM, email, and marketing tools.

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3. Large and Enterprise Teams (15+ people and agencies)
Who they are: multi-role departments, often spread across brands or regions.

What they need:

• Robust listening and analytics: competitive intelligence, crisis detection, consumer trends.
• Granular permissions and workflows: compliance and brand safety at scale.
• Enterprise integrations: CX platforms, data warehouses, advanced CRM.
• Dedicated support and training: tailored onboarding and ongoing optimisation.
• Custom reporting: dashboards for executives, marketing, and CX.

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Beyond Team Size: Other Considerations

Size is the starting point, but also think about:

• Budget: what can you realistically invest?
• Core needs: are you focused on publishing, listening, analytics, or all three?
• Current stack: how will new tools integrate with existing platforms?
• Growth plans: choose a solution that can scale with you.

👉 For detail on features, read Key Features to Look for in a Social Media Management Platform

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Ready to Find Your Fit?

Choosing the right social tech stack for your team is not about features. It is about finding the operational fit that empowers your team, streamlines your efforts, and delivers results.

Do not let the volume of options overwhelm you. Start with your team, define your needs, and you will be on your way to a smarter strategy.

👉 For a structured buying roadmap, read The Social Tech Buyer’s Guide: Motivate, Measure, Implement
👉 Or book a consultation with YOUKNOW to see how the right stack works in practice.

Ever wondered how some brands react to current events in almost real time? Yes, Nando’s and Checkers, we are looking at you. It is not magic, it is the power of social listening.

Beyond the buzzwords, how is this sophisticated process possible, especially when it comes to cutting through the vibrant, diverse conversations happening online in South Africa and Sub-Saharan Africa?

Many think social listening is just about glancing at mentions or seeing what is trending. While that is a start, true social listening goes far deeper. It involves collecting, processing, and analysing vast amounts of public online data to uncover actionable insights.

Let’s pull back the curtain on the mechanics.

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What is Social Listening (A Quick Refresher)

Social listening is not just monitoring mentions or keywords. It is about understanding context, sentiment, and underlying trends across digital conversations.

For South African brands operating in dynamic markets, this means identifying emerging topics, understanding public perception, and spotting opportunities or threats that could impact business strategy.

It moves beyond what people are saying to why they are saying it, and what it means for your brand.

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The Core Mechanics: How Social Listening Tools Work

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A. Data Collection: Where Does the Information Come From?
High-quality social listening does not rely on random scraping. Reputable platforms such as Brandwatch work through direct data agreements, partnerships, and official APIs. This ensures compliant, comprehensive, and reliable access.

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Examples of coverage include:
X (formerly Twitter): Real-time public data streams via official API.
Facebook: Public brand page posts, reviews, and comments.
Instagram: Public business account posts, comments, hashtags.
YouTube: Comments, descriptions, and metadata for audience sentiment.
Reddit: Early trend signals from niche communities.
TikTok: Public comments, trending sounds, and content trends.
LinkedIn: Company pages, news, and professional discussions.
Beyond social: Blogs, forums, review platforms, and news.

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These legitimate connections guarantee accuracy and breadth, vital for strategic decision-making.

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B. Data Processing and Structuring: Making Sense of the Chaos
Raw data is messy. This is where AI and NLP transform it into clarity.

Boolean Query Building: Defining relevant conversations with precise operators. -> Your Guide to Writing Powerful Boolean Queries
Natural Language Processing: Analysing sentiment, slang, sarcasm, and intensity of emotion in multiple languages.
Topic Clustering and Trend Detection: Automatically grouping similar conversations to highlight themes.
Entity Recognition: Identifying brands, people, products, or locations.
Language Detection: Processing diverse languages across SA’s multilingual landscape.

Processed data is then categorised by theme, campaign, or audience segment.

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C. Analysis and Visualisation: Turning Data into Actionable Insights
Processed data becomes usable insight through:
Interactive Dashboards: Visuals like charts, graphs, and heat maps.
Real-time Alerts: Early warning for sentiment shifts, crises, or fraud spikes.
Filters and Segmentation: Drill into regions, demographics, or influencers.
Audience Profiling: Creating personas based on shared behaviours and interests.
Custom Reporting: Export tailored insights for business units.

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Get the Your Guide to Building a Social Listening Keyword List

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Beyond the Platform: The YOUKNOW Difference

Tools are powerful, but they need skilled interpretation. At YOUKNOW, our Brandwatch-certified experts combine platform mastery with local market knowledge.

We blend social listening with [Social Data Audit Checklist] (Consideration) to deliver custom reports that combine behavioural, attitudinal, and demographic context. This ensures intelligence is not just accurate but relevant to South African realities.

Our local perspective means we understand slang, culture, politics, and market nuances. That is what makes insights actionable.

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Who Benefits from This Level of Social Listening?

• Marketing Teams: Campaign optimisation and competitor intelligence.
• Customer Experience: Issue detection and proactive care.
• Product Teams: Discover unmet needs and pain points.
• Analytics Leaders: Market forecasting and segmentation.
• PR & Communications: Crisis monitoring and advocacy tracking.

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Conclusion

Social listening is no longer optional. It is the foundation for brands seeking to stay relevant, connected, and competitive.

By demystifying the process, from Brandwatch’s legitimate data access to AI-driven analysis and YOUKNOW’s expert interpretation, you can see how noisy digital chatter becomes a clear growth strategy.

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Request a Custom Consultation with YOUKNOW

Marketers are spoiled for choice. Social media tools, listening platforms, influencer trackers, customer engagement solutions... the stack keeps growing. So why do so many teams still feel stuck, juggling tools that do not talk to each other, or worse, tech that is never fully used?

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Here is the uncomfortable truth: buying the wrong social tech is not just a waste of budget, it is a missed opportunity to lead, connect, and grow.

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That is why we put together a practical, plain-speaking guide for South African marketers:

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The 2025 Social Tech Buyer’s Guide
👀 Grab the guide here

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But if you are in a hurry, here is a quick look at the big mistakes to avoid (and how the savviest teams are approaching social tech buying differently this year).

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1. Do Not Start with the Tool, Start with the Strategy.

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It is tempting to get wowed by features. AI! Auto-tagging! Predictive mood detection! But social tech only works if it maps to your actual strategy.

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Instead of asking “what can this platform do?”
Ask: “What are we trying to do better, and who needs to do it?”

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✅ Are you trying to understand your audience beyond engagement metrics?
✅ Need to prove the ROI of creator campaigns across the funnel?
✅ Want to connect social insights to product innovation or customer care?

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Then backtrack into the tech that can support those goals, not the other way around.

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2. Do Not Confuse Integration with Interruption

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A platform that “integrates with everything” is only as useful as your team’s ability to use it.

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Some social tech ends up creating more silos, more dashboards, and more confusion. The smarter play? Prioritise solutions that fit your real-life workflows, not ones that force you to reinvent them.

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✅ Is it easy for your social and insights teams to collaborate?
✅ Can marketing, PR, and CX all access the same insights in one place?
✅ Can you activate what you learn (and not just analyse it)?

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3. Do Not Buy Tech You Are Not Resourced to Use

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Here is a spicy one: sometimes the best tool is the one you will actually use.

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A top-tier enterprise solution may sound great in theory, until it takes six months to implement, three weeks to train, and an analyst you do not have.

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If your team is small, overworked, or new to social intelligence, go for scalable tools that offer strong onboarding, local support, or even managed services.

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(Shameless plug: that is something we do really well.)

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4. Do Not Forget the Local Context

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South African audiences are different. So are our data sources, campaign timelines, and internal structures. Your tech stack needs to work for you not just in theory, but in a market where your data, your team, and your customer journeys live.

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✅ Does the tech handle SA-specific language?
✅ Are your influencers, partners, or creators even being picked up by the platform?
✅ Do your internal teams have local support to get the most out of the tools?

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TL;DR: Buy Tech That Works for Your Team, Not Just the Demo

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We have helped hundreds of marketing teams across Africa choose the right social tech. And what we have learnt is this:

• Buying the best tool for you starts with clarity, not comparison.
• It pays to map your strategy first and tech second.
• And most importantly, good tech becomes great tech when the right people are behind it.

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Want to shortcut the chaos?
Get our free guide: The 2025 Social Tech Buyer’s Guide. Packed with practical tips, checklists, and real advice.
Download it here

Customer experience does not live in a silo anymore. Your support inbox, your social channels, and your brand perception are all part of one big conversation, and your customers expect you to keep up.

If you are still treating social queries as “just” support tickets, you are missing a goldmine of insight that could be shaping everything from retention strategy to brand positioning.

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Why Social is the CX Frontline

Today’s customers do not think about channels. They just think about getting answers, fast.

That is why CX teams that integrate social insights into their strategy can:

• Spot and solve recurring issues before they hurt CSAT scores
• Track sentiment trends to see how changes in service or product affect brand perception
• Feed real customer language into marketing and product development

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From Queries to Brand Perception: The Full Loop

Think of it this way:

• A customer complains about a late delivery on social
• Your team responds quickly, resolves the issue, and follows up
• That interaction triggers a sentiment shift, not just for the customer, but for anyone who sees the exchange
• The sentiment data feeds into your reporting dashboard, highlighting how resolution speed impacts retention

When you connect these dots, you move from service team to strategic driver.

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How Social Insight Tools Make it Possible

With platforms like [Brandwatch] (Consideration), you can:

• Unify queries and sentiment tracking in one dashboard
• Spot - spikes in complaints or praise
• Identify patterns, like product issues surfacing in a specific region or customer segment
• Use Engage to assign, escalate, and resolve faster

It is not just customer care. It is a continuous loop of insight → action → improvement.

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The Retention Payoff

When customers feel heard and see visible improvement, retention follows.

Better yet, positive experiences often turn into public endorsements. In the social era, that is worth more than a billboard.

👉 For more on how social data reveals early signals, read Spotting Trends Before They Break: Gain the Edge With Social Insight.

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Your Next Step

We help CX teams go from reactive firefighting to proactive brand building with the right social insight setup.

Book a CX consult with our team to see how your query handling and sentiment tracking can work together to lift both CSAT and retention.

Motivate. Measure. Implement. Repeat.

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The Tech Paradox: From Shiny Tools to Smart Strategy

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The social tech space is full of shiny new platforms that promise the world but often end up collecting digital dust. Not because the tech is bad, but because businesses are not ready for it.

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We call this the Tech Paradox:
Most companies do not have a tech problem. They have a readiness problem.

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This guide is your antidote. Whether you are trying to win budget, compare tools, or make sure your next platform actually gets used, this is your roadmap from intention to impact.

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No fluff. No thumb-sucking. Just a clear plan that connects social tech to real business results.

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Phase 1: MOTIVATE – Build the Business Case

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Define your runway before you take off.

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Most tech investments fail not because they picked the wrong tool, but because they started with a product instead of a problem. Do not ask for a tool. Ask for a solution.

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The C-Suite is not interested in Brandwatch, Hootsuite, or Audiense by name. They are interested in how those tools will move the business needle.

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Try this instead:
❌ “We need X platform.”
✅ “We cannot measure sentiment in real-time across markets, which leaves us blind to early reputational risk.”

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Framework: The 3R Problem Lens

• Revenue: Will this help us grow, convert, or upsell?
• Risk: Will this prevent reputational damage or compliance breaches?
• Resource: Will this improve efficiency and reduce waste?

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Phase 2: MEASURE – Research, Compare & Justify

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From “what is out there” to “this is the one.”

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Your Research Roadmap

• Start with the problem (use the 3R lens).
• Google wisely — search use cases, not products.
• Ask around — peers in your industry beat review sites.
• Shortlist and demo — no more than 3–5 tools.
• Build a business case, not a PDF of features.

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What to Expect in a Demo
Make sure it answers:

• Does this solve the problem we defined?
• How will our team use it day-to-day?
• What will implementation look like?

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Why Pricing is Rarely Online
Enterprise-grade tools vary by scale, volume, customisation, and services. Asking “how much is Brandwatch?” is like asking “how much is a vehicle?”

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The ZAR Advantage: A Local Bonus That Matters
If you are based in South Africa or Sub-Saharan Africa, local billing matters:

• Fixed monthly ZAR billing avoids forex risk
• Local invoices simplify procurement
• B-BBEE compliance ticks the governance box

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Phase 3: IMPLEMENT – Make It Stick

Buying the tool is only the start. The real value comes from embedding it in your team’s daily work.

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Framework: The “Sweat the Asset” Checklist
☑ Dedicated platform owner
☑ Training booked for key users
☑ Workflows and use cases mapped
☑ Regular check-ins with vendor or partner
☑ Success metrics agreed and tracked

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The YOUKNOW Difference

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When you buy through YOUKNOW, you are not just buying a licence. You are getting:

• Local support and strategic consultation
• ZAR-based pricing for easier budgeting
• Tailored onboarding for your unique team
• Ongoing success plans to prove ROI
• A partner who knows your sector and market nuance

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We are here whether you are still building the business case, drowning in demo notes, sitting on a contract but not sure how to activate, or recovering from a tech misfire.

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Final Thoughts: Smarter Tech Starts Here

You do not need every tool. You need the right one, at the right time, with the right support.

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The next time someone says “we need a platform,” ask:

• What is the business problem?
• Who is involved in solving it?
• How will we know it is working?

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Get the guide here!

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Ready to start your tech journey?
Book a strategy call with the YOUKNOW crew.
Let’s turn your next tool into your team’s unfair advantage.

You have built your keyword list, you are excited, and now you are staring at the search bar of your social listening tool. The question is: how do you turn that list into a powerful search that gives you the good stuff without all the noise?

Boolean logic is the secret sauce. It is a simple but sharp language that lets you combine and filter keywords with real precision. Get it right, and you will move from clumsy searches to insights you can actually use.

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What is Boolean Logic?

Think of Boolean logic as a set of digital filters. With just a handful of operators, you can tell your social listening tool what to include, what to ignore, and how terms should combine. Master these, and you are no longer just searching, you are interrogating the data.

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The Core Operators

AND (The Narrower)
Use AND to find results that contain all your keywords. It makes your search more specific.

Example: ("digital banking" AND "customer service") will only show posts that mention both terms. Perfect if you want to see conversations about customer experience with digital banking.

OR (The Broadener)
Use OR to find results that contain at least one of your keywords. This is how you scoop up synonyms, nicknames, or different phrasings.

Example: ("banking app" OR "mobile banking" OR "internet banking") will pull any mention of those terms, so you do not miss the variations people use.

NOT (The Excluder)
Use NOT to cut out keywords that muddy your search.

Example: (Capitec NOT "student account") will keep conversations about Capitec but drop the ones about student accounts if that is not your focus.

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Putting it Together: Nesting for Precision

Parentheses are your best friend. They let you combine operators to build more advanced queries.

Banking Fraud Example
Imagine you want to detect conversations where customers are warning others about scams:

("phishing scam" OR "card fraud" OR "banking fraud")
AND (warning OR beware OR scammer OR "be careful")
NOT ("security tip" OR "banking advice")

This says: find conversations mentioning fraud, where the tone is a warning, but exclude official security-tip posts that could skew your analysis.

👉 If fraud risk is a key concern, you may also find our 5 Ways Social Monitoring Helps Banks Spot Fraud Signals Fast useful.

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Beyond the Syntax

Boolean logic gives you control, but the platform powers the result. Tools like Brandwatch come with query builders, AI-driven sentiment analysis, and local language detection that make your Boolean queries even sharper.

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Next Step

If you want to see how strong your listening really is, try our Easy Peasy Social Health Check. It is a quick way to benchmark your brand’s social maturity and spot the gaps.

Feeling overwhelmed by a jumble of social media tools? We get it. Juggling multiple platforms can be a real headache. As your social allies, we believe in making the hard stuff simple, and that starts with a clear question: do you really need separate tools for social listening and publishing?

The short answer is yes, you do. The better answer is that you need a unified approach that brings them together to get results.

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Social Listening: Your Ears to the Digital World

Social listening is your brand’s way of eavesdropping on the digital watercooler. It is about monitoring conversations across the web to understand what people are genuinely saying about your brand, your industry, and your competitors.

Key benefits include:

• Spotting trends: See what is gaining traction before it goes mainstream.
• Monitoring risk signals: Track suspicious activity or customer account issues early.
• Understanding sentiment: Go beyond likes and shares to see how people truly feel.
• Getting a competitive edge: Understand your rivals’ strategy and find opportunities.

👉 Want to get into the nuts and bolts? How Social Listening Actually Works: Demystifying the Process for SA Brands

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Social Publishing: Your Brand’s Digital Megaphone

On the other side, social publishing is about getting your message out. It is the act of creating, scheduling, and managing content across your social channels.

Key benefits of a strong publishing strategy include:

• Consistency: A unified brand voice across all channels.
• Community engagement: Build relationships and foster a sense of belonging.
• Workflow efficiency: Tools like Hootsuite streamline workflows and accounts.
• Scalable customer care: Handle queries and feedback in real time and at scale.

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Do You Need Both? The YOUKNOW Advantage

The short answer remains yes. Listening informs what you publish, and publishing drives more conversations to listen to. Together, they form a strategic loop.

The challenge we hear most often is about budget and efficiency. Leaders know a social presence is not enough, their platforms need to perform. The problem is that juggling a fragmented tool stack creates a disjointed strategy and wasted effort.

The solution is a unified suite that brings listening and publishing together. We recommend Brandwatch and Hootsuite, which deliver both in a seamless workflow. This ensures insights and actions are aligned, proving suite ROI and building customer trust.

👉 Not sure where you stand? Try the Choosing the Right Social Tech for Your Team Size

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Comparing the Features

👉 Ready to explore your options? Download the Social Tech Buyers Guide: Motivate, Measure, Implement

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The Whole Story: Born in Social. Built for Strategy.

The real power of social is not in a single platform, it is in the connections you make and the stories you tell. A brand that only publishes is just talking into a void. A brand that only listens is missing the chance to act.

This synergy also extends into customer service and digital care. Social is more than scheduling or listening, it is about building genuine, lasting relationships.

Our journey started more than a decade ago, and we have seen what works and what does not. We built a reputation on turning social efforts into business results. With YOUKNOW, the numbers are not the finish line, they are the start of a story that shows the true impact of your brand.

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Ready to Master Your Social Strategy?

The right tech is a tool. The right partner is an advantage.

👉 Request a Custom Consultation with YOUKNOW and discover your brand’s true social story.

We know it is frustrating when you cannot find a price on a website. You just want a number, right? For enterprise social tech, however, a simple price tag is a bit like asking “how much does a vehicle cost?” The answer is always: it depends. A city runabout is a world away from a commercial truck, and the same goes for social intelligence solutions.

That is why we built this guide to demystify the pricing process and equip you with the right information to get an accurate quote, fast.

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Why Social Tech Pricing Is Not a Simple Price Tag

Unlike off-the-shelf software, advanced social listening and management platforms are not one-size-fits-all. A solution for a small retail brand is completely different from what a major bank with multiple markets needs.

The key variables that influence pricing are:

• Scale: How many users will be on the platform? How many brands or markets do you need to track?
• Number of Search Queries: Each campaign, competitor, or product monitored counts as a query.
• Customisation: Do you need a standard dashboard or a deeply integrated solution connected to BI tools and CRMs?

The clearer these details, the faster and more accurate your quote will be.

👉 For more on matching tools to teams, read Choosing the Right Social Tech for Your Team Size.

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Understanding the Different Pricing Models

Most enterprise-grade platforms use one (or a mix) of these pricing models:

• User-Based Pricing: Charged per person who needs access.
• Query-Based Pricing: Charged per search topic (e.g., “brand mentions,” “competitor campaign”).
• Feature-Based Tiers: Different levels (Basic, Pro, Enterprise) with varying features and integrations.

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Beyond the Price Tag: Costs and Value to Consider

A licence is just part of the total investment. Services around it shape ROI.

• Implementation & Onboarding: Ensures queries are built correctly and integrations are seamless.
• Ongoing Managed Services: For teams that need support, expert management often saves more than it costs.

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The ZAR vs USD Advantage: A Local Perk

Currency volatility can wreak havoc on budgets.

• The USD Headache: Unpredictable rates, forex fees, complex accounting.
• The YOUKNOW ZAR Advantage: Stable, predictable billing in rands. Simpler procurement, no forex stress, and the added benefit of B-BBEE compliance.

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The ROI Conversation: How to Motivate for Budget

Winning approval is not just about cost, it is about business impact.

• Identify the problem: “We lack a consolidated view of customer sentiment.”
• Link to priorities: revenue, cost savings, and risk mitigation.
• Show evidence: highlight current workload and missed coverage.

👉 For a broader roadmap, see The Social Tech Buyer’s Guide: Motivate, Measure, Implement.

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Conclusion: Your Next Step

Pricing is not a secret, it is a conversation.
The cost reflects your exact needs.
Value comes from partnership, not just software.
Billing in rands is a local advantage you should not ignore.

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With this guide, you now know what to ask, what to prepare, and how to frame ROI for decision-makers.

👉 Ready to apply these insights and get your quote? Request a Consultation with YOUKNOW

You are ready to dive into social listening. You have heard the hype about uncovering insights, spotting trends, and understanding your audience. Then comes the tricky part: setting up your searches. How do you find the conversations that matter without getting swamped by irrelevant noise?

The truth is, social listening is only as good as the keyword list behind it. That list is the engine of your insights. If it is sharp, your dashboards light up with signals you can use. If it is sloppy, you are left wading through static.

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Why Your Keyword List Matters

Think of your keyword list as your brand’s blueprint for listening. A well-built list tells your tool exactly where to look and what to ignore. It is the difference between overhearing a thousand random chats and tuning in to the thousand that actually matter.

Read next: How Social Listening Actually Works

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The Four Pillars of a Keyword Framework

Here is the framework that stops your searches from becoming guesswork.

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1. Your Brand and Products
Include your brand name, the nicknames, the misspellings, and the hashtags. Do the same for your products and services.

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2. Your Competitors and Industry
Not just the obvious players but anyone fighting for the same attention. Add their names, products, campaign hashtags, and broad industry terms like “audience insights” or “martech”.

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3. Your Campaigns and Events
Track the words and hashtags tied to your campaigns, slogans, and spokespeople. It shows you how the market is really engaging with your efforts.

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4. Your Audience’s Language
This is where it gets interesting. Customers rarely speak in corporate copy. They use slang, sarcasm, and shorthand. In South Africa that might mean “eish my bank” rather than “customer service issue”. Get those phrases in your list if you want the full story.

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Refining for the South African Market

A keyword list is not one and done. It needs regular updates as slang shifts, cultural context changes, and new trends appear. Platforms like Brandwatch help with this by using AI and Natural Language Processing to detect nuance across multiple languages. That makes sure your list keeps pace with your market instead of lagging behind it.

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Ready to Build Smarter Insights?

Your keyword list is the difference between hearing everything and hearing what actually matters. Get it right, and you will uncover real sentiment, spot trends before they peak, and shape strategies that land.

Try the Easy Peasy Social Health Check to see how your listening stacks up.

So, you are ready to invest in a social media management platform. Excellent. It is a smart move, because these tools are essential for cutting through the noise and making your social efforts genuinely impactful.

Here is the challenge. There are hundreds of platforms out there, all promising the world. How do you cut through the marketing jargon and identify the features that genuinely matter for your business?

Do not sweat it. We are here to help you navigate the crowded landscape. Beyond just “scheduling posts”, a truly effective social media management platform offers a suite of functionalities designed to streamline your operations, deepen your insights, and protect your brand.

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Beyond the Basics: Essential Features Your Platform Needs

To truly empower your social team and maximise ROI, look for a platform that offers more than content publishing. These features are non-negotiable:

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1. Unified Publishing and Scheduling
Posting manually across channels is a time sink. A unified platform allows you to schedule, publish, and manage content from a single dashboard. Features to look for include content calendars, draft approvals, and evergreen queues.

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2. Comprehensive Social Listening and Monitoring
This is where you shift from reactive to proactive. A strong platform goes beyond direct mentions (monitoring) to track broader conversations about your brand, competitors, and industry (listening). This helps you spot trends, prevent crises, and understand sentiment. 👉 For a deeper dive, read Social Listening vs Social Monitoring: What’s the Difference?

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3. Robust Analytics and Reporting
Vanity metrics are out. Actionable insights are in. The right platform should give you customisable reports on engagement, reach, demographics, sentiment, and campaign performance. Visual dashboards make it easy to share insights with stakeholders.

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4. Engagement and Inbox Management
Social media is not a one-way broadcast. A centralised inbox for comments, direct messages, and mentions ensures no query slips through. Look for features such as message routing, collaboration tools, and saved replies to boost response times.

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5. Collaboration and Workflow Management
Especially for larger teams, smooth collaboration is key. Approval workflows, user roles, permissions, and internal notes maintain brand consistency and streamline processes.

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6. Security and Compliance
Protecting your reputation and customer data is critical. Check for secure login, audit trails, and compliance with POPIA and GDPR, especially if you handle sensitive information.

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7. Integrations with Your Tech Stack
Your platform should not operate in isolation. Integrations with CRM, customer service systems, analytics, and marketing automation tools give you a full view of the customer journey.

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Beyond Features: The Human Element

Even the most feature-rich platform still needs the right support. Ask about:

• Customer support: is it responsive and knowledgeable?
• Onboarding and training: are there resources to help your team get up to speed?
• Local partnership: in South Africa, a local partner can provide the regional expertise global vendors often miss.

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Ready to Build a Smarter Social Strategy?

Choosing the right social media management platform is a significant investment, but with the right features it can transform your presence from a reactive chore into a strategic powerhouse. Focus on what enables your team to listen, engage, analyse, and grow.

👉 If you are still weighing your options, take our What Social Tool Do You Need? Interactive Quiz for a tailored recommendation, or book a consultation with YOUKNOW to build the right stack for your team.

In fintech, speed and personalisation are everything. Wonga, a leading financial services provider, recognised that its legacy communication systems were hindering its growth. By partnering with YOUKNOW Technologies and implementing Braze, they moved from a fragmented stack to a unified customer engagement platform that delivers loans in minutes and connections that last much longer.

Get the full case study here.

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The Challenge: A Legacy System Stuck in the Past

Wonga’s old setup was slowing them down:

• Siloed data: Information scattered across multiple systems meant no single view of the customer, making true personalisation nearly impossible.
• Inefficient campaigns: Launching a campaign across multiple platforms was slow, resource heavy, and lacked event driven execution.
• Missed revenue opportunities: Without real time reaction to behaviour, Wonga could not deliver timely, relevant offers.
• Unnecessary complexity: Maintaining multiple platforms drove up costs and demanded heavy internal resources without integration partner support.

The verdict? Wonga needed to simplify, unify, and reimagine how it engaged its customers.

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The Solution: A Unified, Real-Time Engagement Platform

With YOUKNOW’s guidance, Wonga implemented Braze as its central customer engagement platform, and suddenly, everything clicked. Four architectural pillars set the foundation:

• Unified Profiles: A complete, real time view of each customer.
• Advanced Segmentation: Tailored groups based on behaviour, lifecycle stage, and custom attributes.
• Cross-Channel Orchestration: Customer journeys spanning email, in-journey messages, outbound calls, and SMS, all from one place.
• Personalisation at Scale: Hyper personalised messaging triggered by customer actions in the moment.

The result? A marketing team empowered to move faster, smarter, and more meaningfully.

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The Impact: Efficiency Meets Engagement

The numbers tell the story:

• Operational efficiency skyrocketed by consolidating multiple platforms into one, reducing complexity and freeing up resources.
• Customer engagement jumped 40 per cent on email uptake alone.
• Speed to market improved drastically, with campaigns launched faster and more responsively.
• Customer journeys became deeply personalised, driving loyalty and nearly 20 per cent more website traffic.

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As James Williams, CMO of Wonga, put it:

“Seeing Braze in action has been incredible. It enables us to connect with customers in ways we never could before, both cost effectively and efficiently. Our customer communications are now seamlessly integrated with the rest of our technology stack, allowing us to deliver loans within minutes. YOUKNOW was instrumental in ensuring the successful implementation of the Braze platform.”

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The Takeaway

By embracing Braze with YOUKNOW, Wonga turned complexity into simplicity, slow into swift, and fragmented engagement into a unified, customer first strategy.

Costs went down, revenue went up, and customers finally experienced the seamless interactions they deserved.

That is the power of getting engagement right, and the kind of transformation YOUKNOW helps make happen.

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👉 Book a consultation on implementing Braze with YOUKNOW (Decision CTA) or explore more on our Solutions Page.