Case Study: Twitch achieves real-time customer insights and sentiment-driven product improvements with Brand24

How Does Twitch use Brand24 to find customer's insights

Twitch, the live-streaming platform founded in 2011, uses Brand24 with a 10-user team (daily logins), 12 tracked keywords on the Professional Premium plan to monitor social chatter after events. Their challenge is to quickly understand what viewers say about events and product features so they can refine offerings based on real-time customer feedback.

Brand24’s mention and sentiment tracking delivers concise monthly reports (example: 33M reach, 63% positive, spikes on Dec 3 and Dec 11) and surfaces top content—popular TikToks, Spanish tweets about an Among Us tournament, and conversation around the Glitch Pet. The platform’s mentions and sentiment KPI give Twitch an at-a-glance view of audience reaction and the ability to dig deeper, enabling faster, data-driven product and event decisions.

Twitch