What is ORM for?
This is a powerful tool that helps improve work with current clients and the competitiveness of the product. This is important because it ultimately inclines the user to purchase or, if the client has already purchased a product from us, gives the opportunity to upsell him something. how to interact with consumers during a period of advertising budget freezes.
It is also important to create a positive how to create an ai chatbot for whatsapp? information background around the brand because it helps to stand out from competitors, improve its recognition and attractiveness.
It is especially important to work with negativity online, as any unprocessed negative comment leads to consequences. Among them: loss of customer loyalty and trust, rapid spread of negativity, loss of profit, problems in working with personnel, primarily this concerns job seekers.
Monitoring
Even though advertising budgets are on hold, it’s worth continuing to work with reviews and ratings of your brand or product on various platforms. This will help you understand what aspects of your product customers find most valuable and what can be improved. You’ll be able to identify weak points in the product that can be quickly fixed.
One of the important tools for responding to reviews is regular monitoring. There are many different systems for this, such as Brand india number list Analytics, Medialogy, RocketData. These services help to quickly respond on behalf of the brand, delete fake reviews and update information about the company.
Layout
Your monitoring system receives a message that your brand has been mentioned. You record this mention using one of the services. Then you evaluate it and decide whether to respond to it.
Here it is important to choose from whom you will respond: an agent of influence or an official representative. An agent of influence closes questions based on personal experience or turns negativity into a joke. This form of response is relevant for social networks. An official representative consults users, protects the brand, resolves conflicts and tries to increase loyalty. This form is applicable either in official VKontakte groups or on review sites.
It is also important to choose the format of the response. There are two types: classic response and guerrilla marketing. The first format is a response from an official representative or an agent of influence to a comment mentioning your brand. The second is integrating into an existing dialogue or creating a dialogue from scratch with the help of agents of influence.
Feedback to customers
Based on the monitoring conducted, you can leave official responses on behalf of the company. It is important in this matter to find an individual approach to clients and respond to reviews: if it is positive, then it is important to give a personalized response, if it is negative, you need to understand the reason for such a comment.
An example of a template official response to negativity:
Hello, Victoria! Thank you for your feedback. We would like to look into the situation, but based on the description in your feedback, we were unable to identify you in our system. Please specify your order number. We will definitely look into it and get back to you with feedback.
It is important, even in a template version, not to exclude creativity and to take into account the individuality of the client, making messages as personalized as possible.