5 minute read
How AI helps businesses manage their online profiles
Updated on July 9, 2020 by Arslan Hassan
Your company's online reputation can make or break your business. Before you even get a chance to connect with your customer, they have already Googled your business, read your online reviews, and judged you accordingly.
Reputation management allows you to take control of the information that appears about your company online. It is crucial for driving business to your company.
Both employees and customers have bad days, and sometimes that can result in a negative review for your business. To control the damage, business owners must manage negative consumer feedback through any means necessary, and AI can help businesses do that more quickly.
This article will cover how AI can help optimize reputation management by:
- Providing a seamless customer experience
- Enabling personalization
- Creating positive word-of-mouth marketing
- Appealing to millennials’ desire for automation
- Providing valuable insights
- Delivering excellent customer care
But first, let's see why a good reputation is essential to modern business.
Why does a good reputation matter?
A good online reputation can help you stand out from your competitors and drive sales. Your online ratings influence how well you are ranked on Google and other popular search engines.
In fact, 78% of people trust online ratings like a personal recommendation from someone they know. As customers read your reviews carefully, bad reviews can not only cause you to lose customers; they also cause your business to fall in the search results, damaging your ability to get new customers.
The impact of AI on reputation
Whether you’re suffering from a rapid increase in negative reviews or just have a few that intermittently pop up, you’ll want to get a handle on them as fast as possible. If you’re relying on individual searches or other manual tracking processes, it can be difficult, if not impossible, to regain control of your reviews.
So how can you turn your review sentiment around and showcase your business in a positive light? Furthermore, how can you turn your angry customers into your allies? This is where Artificial Intelligence comes in.
Artificial Intelligence can help you manage your business in a better way and reduce the number of bad reviews. It is now increasingly employed in managing business reputation to:
- Reduce human error
- Manage time
- Improve efficiency
It is expected that by the end of 2020, more than 25% of all customer service operations will be handled by Artificial Intelligence. AI can find relevant information for your business, respond when necessary, and check insights to enhance and improve communications.
Here are 6 game-changing ways that AI can help optimize reputation management.
Improve your reputation with artificial intelligence
Provide a seamless customer experience
More companies are shifting their focus to brand management and improving customer experiences. The reason for this is that a happy customer will always be the most authentic brand ambassador.
If you manage consumer expectations correctly, you will not only acquire loyal customers, but you will also be able to develop a positive brand reputation. A positive brand reputation contributes to the increased growth and profitability of a business.
AI is helping businesses provide a seamless experience to customers with:
- Chatbots: Chatbots are designed to anticipate several possible outcomes for a conversation. This allows them to resolve problems for customers before they even exist while encouraging them to complete a purchase.
- Automated replies: Time is no longer a factor with automated responses to standard questions. A customer can message a brand in the middle of the night and hear back right away.
- Personalized email content curation: Personalized emails have a much larger impact on potential customers than a generic send. It would take hours to manually comb through your brand’s email lists and create personalized messages. AI algorithms can gain a deep understanding of your customers by recording browsing data to suggest the most effective types of content for each individual.
- Increased productivity: AI frees up time for your human customer service team to focus on the most complex queries instead of answering common questions.
Around the globe, people have embraced automation because of its streamlined process. AI minimizes the extensive wait time for customers, which is one of the best perks of technology. Moreover, as trying to navigate through a website can get annoying for customers, a chatbot on the website makes it easier for visitors to ask for assistance.
Artificial Intelligence has the computing ability to store and analyze each user's data to provide them with a customized web experience. Through AI, brands can suggest the most relevant and useful products and services to their consumers. This wins customers over by saving time and providing value.
Create positive word-of-mouth marketing
Most times, it's positive word-of-mouth that brings you new customers. Artificial Intelligence helps business managers monitor and control their online reputation by keeping track of reviews and responding to customers.
AI lets you know what consumers are saying about your brand. If you receive negative reviews, AI informs you promptly so you can address the grievance of the complainer and turn the negative into a positive. The more positive reviews your business gets, the more people talk about your brand creating positive word-of-mouth marketing and a better online reputation.
Win over millennials with automation
Millennials represent a growing portion of many business’s customer base. They are tech-savvy and want to get things done on their own, which is why they are vocal advocates of AI and its applications in businesses. Therefore, companies need to be attentive to their customers’ preferences so that they can improve their reputation.
As this demographic particularly appreciates a responsive experience, businesses that successfully automate their processes have their vote. Diligence and access to information make the experience worthwhile for guests.
Gain valuable insights
Reputation management extends beyond gaining positive reviews to respond and take action to see that your customers have an exceptional experience engaging with your brand. This is where AI helps you figure out the data trends and feelings of customers.
AI tools supervise the discussions about your brand so that you are always updated on customer sentiment and can modify your strategies accordingly. AI tools help brands review their digital channels and search engines for keywords that are relevant to your business. This allows you to plan out how you can use that information to create new leads for your brand and enhance your reputation.
AI assists in Digital Marketing as well, through AI-generated insights that enable businesses to gain more information and make well-informed decisions.
Deliver exceptional customer care
When we talk about brand management, it is incomplete without mentioning customer care. A company must ensure that any customer concerns are addressed in a useful and timely manner. AI-based chatbots help brands address the concerns of their customers 24/7 without delay, so customers don't have to wait for a live representative to get an answer to their query.
Wrapping it Up
To sum it up, a good reputation not only enhances your online presence but convinces potential customers to interact and engage with your business as well. People are an important piece of the puzzle, but AI is important too because it delivers efficiency and speed. We have listed our top six reasons why automation is a valuable asset for any reputation management strategy.
Now it's your job to use it to build your brand. Have anything to add to the story? Let us know in the comments!