Social listening
Hear every mention of your brand and every complaint about your category, and answer the ones that need a person within the hour.
The perfect Find is anyone mentioning Fernway, good, or bad, and anyone complaining that their coffee subscription arrived late or stale. Skip our own account, retweets of our posts and coupon aggregators. I want to engage because a fast, human reply to a complaint keeps a subscriber, and a thank you to a fan gets shared.
Who this is for
Communications and marketing teams responsible for how the brand sounds in public. You need to know about the angry post before it spreads and the happy one before it scrolls away, without someone refreshing search all day.
How a Ghost does it
Queries cover your brand name, its misspellings and the complaints your category gets. The goal decides what is worth a reply: a customer with a problem, a fan worth thanking, a journalist asking a question. Reposts, coupon accounts and your own posts are skipped. The Ghost scans as often as every hour and sends each Find to Slack, Teams, or email as it lands.
Fernway Coffee, a roaster with a subscription business, runs the Ghost above on X. It reads every mention and every late-delivery complaint, and the communications lead answers the ones that need a person.
What you get
Finds in the channel your team already watches, each with the post, the Ghost’s logic and a suggested reply. Answer from Slack or from PitchGhost, as yourself. Keep the ones you skipped so you can see the pattern later.
We heard about a shipping problem from a Find twenty minutes before the first support ticket came in.