Social listening is also known as social media listening. It is a way to track various social media platforms for mentions and conversations related to your business and brand. This feature allows users to analyse conversations and trends happening around the social media industry so users can make better marketing decisions. Social listening helps brands to understand why, where, and how these conversations are happening and what people think about the brand or product that they are offering. 

The main purpose of social listening is to track sentiments, maximise brand awareness, follow industry trends, and conduct competitor analysis. The feature helps marketers analyse potential and unhappy customers and gauge the quality of the customer experience. 

Example 

For instance, an existing customer might tweet about how much they like your product, or you might spot a conversation on social media where people are looking for the product or solution your brand provides.