Social Listening & Sentiment Analysis with AI
Spot opportunities and risks in real time, understand the sentiment behind every conversation, and trigger actions in your tools (CRM, helpdesk, Slack/Teams). Fully managed end-to-end service.
Response in under 1 business day · Initial report with quick wins
Problems we solve
- Undetected crises: spikes of negative mentions go unnoticed until it’s too late.
- Fragmented customer care: social comments and reviews don’t reach support with context.
- Data without action: pretty reports with no clear priorities for marketing, product, or sales.
- Partial competitive view: no grasp of share of voice, conversation territories, or winning topics.
With Bastelia you connect listening → understanding → action (tickets, alerts, campaigns) in one flow.
What changes with AI + automation
We track conversations across social, news, forums, and reviews; classify by topics/emotions, detect anomalies, and send smart alerts. Every insight can trigger an action in your systems: create a ticket, nurture a lead, notify a channel, or generate an executive summary.
How it works
- Multichannel capture: social networks, blogs, news, forums, and review sites.
- Normalization & AI: noise cleaning, deduping, and NLP models for sentiment (positive/neutral/negative) and emotions.
- Trend & alerting: volume spikes, sentiment drops, or emerging topics trigger alerts to your chosen channel.
- Automated actions: we sync with CRM/helpdesk/internal channels to close the loop with measurable workflows.
Optional: weekly executive summaries and competitor benchmarking.
What you get
24/7 dashboard
Volume, sentiment, share of voice, authors, topics, and channel trends. Country/language segmentation and filters by campaign or product.
Alerts & summaries
Automatic crisis/viral alerts and executive summaries for leadership with recommendations prioritized by impact/urgency.
Opportunity & risk matrix
Winning messages/creatives, aligned creators/media, common objections, and reputational risks with mitigation plan.
Use cases (selection)
- Customer care: detect complaints in reviews/social → auto-ticket with context and priority.
- Marketing & PR: track campaigns, surface trends, and identify winning messages per audience.
- Product & eCommerce: recurring frictions in comments feeding your improvements backlog.
- Competition: monitor themes/messages and compare share of voice by channel.
We also cover verticals: retail, hospitality, fintech, and industrial B2B.
Integrations & automation
CRM
Enrich leads and accounts with key mentions and sentiment. Routes and sequences in HubSpot/Salesforce or other CRMs.
Helpdesk
Create/update tickets in Zendesk/Intercom/Freshdesk with conversation metadata and risk-based priority.
Collaboration & BI
Alerts in Slack/Teams and data feeds to your dashboards (Power BI/Tableau) to tie insights to business KPIs.
Already have automations? We plug in via API/webhooks without changing your stack.
From data to decisions
We prioritize actionable insights and show impact on CSAT, NPS, SOV, and sales—not just charts.
Native automation
Ready-to-run workflows: from alert to ticket or campaign in seconds, with traceability and SLAs.
Data governance
GDPR best practices, retention controls, and zero-retention options with vendors where applicable.
Value-oriented plans
Essential
Listening + sentiment + alerts · monthly dashboard.
Pro
+ topic/emotion classification · CRM/helpdesk integrations · weekly reports.
Enterprise
+ advanced automations · executive KPIs/OKRs · in-company support & training.
Frequently asked questions
What’s the difference between monitoring and social listening?
Monitoring tracks mentions of your brand; social listening expands to industry/competitors/topics to extract insights and drive decisions.
How do you calculate sentiment?
We use language models to classify mentions into positive/neutral/negative and, when relevant, by emotions. We validate with human samples to improve accuracy.
What sources are covered?
Key social networks and the open web (news, blogs, forums, reviews). We tailor coverage to your case to reduce noise and maximize signal.
Does it integrate with my tools?
Yes. We connect with CRM, helpdesk, Slack/Teams, email, and BI via connectors or API/webhooks.
How do you measure ROI?
Hours saved in operations, improved CSAT/NPS, fewer undetected crises, and captured opportunities—visible on a KPI dashboard.
Ready to turn conversations into decisions
We’ll prepare a free 48-h audit with a snapshot of mentions, sentiment, and quick wins.
Direct contact: info@bastelia.com
Want to see it applied to your brand?