Why AI Is The Remedy To Your Online Reputation?

1/24/2022

You must want to get a handle on negative reviews as fast as possible- your customers are losing trust in you and quitting. Unfortunately, the reality is- it is unattainable with manual power. On the Internet, information updates rapidly in a massive volume. How can you keep track of all the content related to you effectively and effortlessly? Get a helping hand from AI.

A quick recap on why you need reputation management: 78% of people trust online ratings

People rely on your online ratings. Due to the advancement of search engines, your online reputation is directedly related to your sales- your customers have already Googled your business, read your reviews, and judge you accordingly before they execute their purchase decision. As reported, 78% of people trust online ratings like a personal recommendation from someone they know. Therefore, a damaging online reputation from bad reviews leads you to lose potential customers. Besides, the ratings also influence how you rank on Google and other popular search engines. A lower rank reduces your brand exposure to searchers, and you lose the opportunity to reach new customers.

For most of your customers, the public forums and communities have become the reference point when making a purchase decision. When receiving an unpleasant experience, your customers also use other platforms like social media to convey their grievances in poor customer service. Your online reputation can be affected by multiple sources of reviews. Indeed, reputation management focuses beyond covering the reviews and ratings, closely related to customer experience. It is only possible to manage such a crucial and complex index by utilising AI to watch all dimensions and automatically execute quick responses.

This is how AI saved the online reputation of top businesses

1. Monitor key channels

Businesses face a severe challenge when monitoring what customers are saying on social platforms- there are too many of them. With overwhelming feedback and reviews, it is necessary to employ advanced technology. Therefore, as the guard of the company's reputation online, AI plays a crucial role in observing social media platforms and other customer review forums.

The AI algorithms analyse all comments on the social sources. The algorithms can identify a customer complaining about the services received or talking positively. Such a tool helps to ensure that any online mention is analysed and classified as a positive comment or negative comment.

The business can share positive comments to help build its good online reputation. If negative comments are left to spread out, this will affect the performance of the business. So, on the other hand, the negative comments are quickly acted upon to guard a company's reputation.

Besides, businesses also use AI to stop the spread of fake news. Businesses have been adversely affected by the spread of fake news and suffered extensive reputational damage. With the ever-increasing number of social media platforms, it is easier for haters to spread fake news about businesses. On the other side, it is getting harder and harder for businesses to stop the spreading of that. The best way to effectively achieve online reputation management in the era of fake news attacks by haters and business rivals is through AI to deliver an effective fight against the spread of fake news.

Successful example: Nike support

With the increasing workload on social marketing- pushing out content, promoting company news, or engaging with thought leaders, it is easy to lose track of customer complaints. Nike made a separate account, @TeamNike, to handle customer suggestions. Nike can, therefore, stay on top of the swarm of messages on social platforms.

@TeamNike allows the company to simplify the process while keeping complaints and questions in one support hub. And it is easier for the company to respond fast and directly to their customers. To always stay alert on a massive amount of latest reviews and comments, the company effectively employ AI for assistance. The company can save time on executing other urgent works and engage with the customer only when they are notified.

2. Create positive word-of-mouth marketing

Positive word-of-mouth can bring you new customers. According to research, 92% of consumers believe suggestions from friends and family more than advertising. Similarly, in the era of the Internet with easily accessible online reviews, 88% of people trust online reviews written by other consumers as much as they trust recommendations from personal contacts. A proper maintenance of word-of-mouth can, hence, generate sales in the fierce online competition.

AI 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. When receiving negative reviews, AI can inform you promptly to address the complainer's grievance and even turn the negative into a positive. The more positive reviews online, the more people talk about your brand positively. It creates positive word-of-mouth marketing and a better online reputation.

Tool: Falcon

Falcon can keep track of a firm's reputation online, along with strategies to deal with any issues. Its AI-driven social listening capabilities can monitor brands across 100 million online sources. A firm can use it to spot emerging trends and find meaning in the conversations happening online.

A firm can discover trends of what people are saying about their brand, products, and competitors in real-time so that they can react faster. The AI in this tool is used to detect spikes and drops in your data, making you aware of unusual activity. In addition, it automatically pings you when it observes negative comments so a firm can act swiftly in crisis.

3. Enable personalisation

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 helps meet the demand for highly individualised experiences, so you can reach and target consumers for a better experience. The tool helps reduce customer complaints online to guard the business reputation effectively. It means that every company can build its online reputation by investing in AI to serve customers better. Besides, according to BCG research, brands that use advanced digital technologies to offer personalised experiences increase revenues.

Nowadays, most companies use chatbots to improve their customer services. And businesses that are using chatbots have reported better customer service. A chatbot on the website makes it easier for visitors to ask for assistance. Ideally, chatbots ensure that you will not experience customer complaints due to delays in answering customer concerns. AI minimises the extensive wait time for customers. With a reduction in the number of negative complaints resulting from delayed responses, the AI tool helped grow a business's online reputation.

Successful example: Sephora

Sephora is a chain of cosmetics stores based in France that features almost 300 brands. Sephora has chatbots set up across various social media platforms, including Facebook Messenger and Kik. The Sephora chatbot is advanced to give beauty advice and promote both content and products. The chatbot can ask users questions, take a quiz to learn about their preferences, and make suggestions on which products to buy.

Moreover, to help users seamlessly find the most relevant products, Sephora focused on optimising PDPs across markets in Asia. In each country, users were shown recommendations based on three distinct strategies: similar items, bought together and automatic.