Role of Customer Service in Online Business Reputation

Role of Customer Service in Online Business Reputation

Knowledge, monitoring and control of all information that affects your person, company or brand is part of Online Reputation Management.

Passionate about marketing helps you monitor and improve your online reputation. This today is essential for any company and public person. During all this time, a multitude of information and opinions are turned into the network. From this incessant river of information Google and the other search engines extract information or opinions about people, companies, brands, products or services included in your databases.

Reputation Management Services Noidais the reflection of the prestige of a person, company or brand on the Internet, created not only by it but also by the rest of people who exchange their views about it on the Internet through forums, blogs or social networks. The Online Reputation Management ranges from the collection of all related information, through its monitoring, with the criteria of whether or not it negatively affects the reputationand image of the individual, company or brand. 

The construction of a brand has immense costs in advertising and marketing, and a complex process of creating advertising and communication campaigns in media of all kinds. In this context, the Internet and the new social participation platforms have given new and modern tools to the Internet user to give their opinions, inform and communicate.

The role of customer service in online reputation –

A large number of online reputation cases begin in the customer service department. Small businesses are the ones that care most about this section, given that the positive experience of a customer can allow them to count on their contribution to a product or service, which is very important for them.

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However, medium and large companies, the more inquiries they receive and the more resources they allocate to the customer service department, the more they disregard this service, thus causing the occurrence of consecutive cases of negative online reputation.

In this article we explain some measures that can be taken directly in this department of a company, to try to avoid that from it any potential online reputation crisis is generated.

Training of professionals

Role of Customer Service in Online Business Reputation

Professionals working by SEO Service Noidain customer service do not have to know the risk of a negative online reputation crisis. It is the company’s responsibility to offer them that training so that they understand the direct relationship between the attention they are offering, the customer experience and the consequent Internet activity they can generate.

Balance business objectives

One of the reasons why customer service departments do not always offer a positive customer experience is that they have marked business objectives. This forces them to offer their service much faster, less personalized to the needs of customers and even more aggressive to attract new customers, expand contracted plans or improve the profitability of each client.

Those responsible for the commercial objectives department must be in tune with the marketing professionals, because an online reputation problem may be identified, derived from the search for these objectives. Even if they are achieved, the consequences may be much worse at both the promotional and economic levels.

Customer Query Tracking

Role of Customer Service in Online Business Reputation

It is not always the responsibility of the telephone customer service department. Sometimes the origin of the problem is in the same online medium. A repeated flow on many occasions raises the query of a user on Facebook who is sent to a telephone number, from where they do not solve the problem, motivating his return in the form of a complaint to social networks.

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Customer follow-up allows us to avoid these types of situations as much as to solve them more quickly. We can analyze if there are queries that could be resolved from the digital medium, freeing the professionals from work on the phone and improving the customer experience. We can also identify customers who return to the social network to complain, but we can respond to your request or query more calmly to intercede to convey to the client the feeling that we care about your query or problem.

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