ORM

Online Reputation Management is a primary need for any brand that has an online presence. This includes managing the brand voice and facilitating a smooth interaction between the brands and their customers. Customer support on Social Media platforms show the customers that they are valued by the brand, which reciprocates as customer retention.

Understanding the customer’s opinion of the brand helps the brand to adjust their brand image on social media accordingly. Responding to the customers queries online portrays a positive image of the brand. Engaging with the customers is key to creating a lasting and positive relationship with the customer, which would clearly benefit the brand in the long run.

Assessment

The first step would be to assess the conversations revolving around the brand in their existing social media platforms. Getting an approximate number of queries per day, analysis of the brand’s tone of voice, and the FAQs provide a better picture of the current online reputation of the brand.

Setting up a process

Once we have an idea of the workload and the goals of the brand, we would then create a process that would be efficient and effective in achieving those goals.

Using Tools

Various online applications are available for ORM. We would finalize on one that caters to the needs of the brand and the process. Following this, the protocol would be streamlined to ensure transparency and clarity for anyone working on the brand’s ORM.

Backlogs

The aim would be to respond to every query that comes in per day, although based on the amount of backlogs (if present), it would take a while for that to be dealt with.