With the explosive growth of social media, review sites, influencers, and online content, it's more important—and more challenging—than ever to actively manage online conversations about your brand. Online reputation management (ORM) services will help you understand your brand's reputation based on online feedback and comments so you can identify opportunities for proactive engagement, minimize negative sentiment, and create and amplify positive moments with your customers to lift your brand perception and loyalty.
An online reputation management ecosystem provides the support you need for online conversations about your brand to be monitored, tracked, analyzed, and addressed. Effective ORM will help you process feedback from multiple sources, improve the customer experience, strengthen brand loyalty, and influence every consequential conversation about your business that happens online.
Using customized data mining tools, we extract relevant chatter around your brand across a wide range of online platforms and channels. This includes social media mentions, conversations, news, business listings, and other pages or posts about your organization. We then leverage this information as a powerful resource for you to enhance the customer experience and build your brand.
Social CRM brings critically important social media engagement into Customer Relationship Management. Social CRM allows you to monitor customers’ comments about your brand on social media, resolve their complaints effectively, and amplify their compliments. We streamline all your social media conversations to create an outstanding customer experience for your brand across every social network.
HGS Digital monitors your brand's online health in real-time, streamlining the customer engagement process, and tracking discussions around you and your competitors. We provide you with an easy-to-understand dashboard showing how people see your brand, combined with emerging market trends and customer behavior. These insights enable you to make informed business decisions and be the quickest innovator to capitalize on evolving market demands.
Your NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, so the final value can range anywhere from -100 to 100.
SOV measures the percentage of conversations happening across all statistically significant social media channels about your brand compared to your competitors'.
This key metric for assessing team efficiency is a measure of the time between the opening of a customer query case and ending when that case is closed.
HGS Digital brings in the right processes, expertise, and resources you need to monitor and nurture your brand online. We help you take control of your brand's perception, drive revenue through social engagement, and consistently communicate the right story for your target audience.
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