Customers aren’t simple-minded creatures you misperceived them to be. Potential customers want to do business with organizations whose online reputation is laudable. The Merriam-Webster Dictionary defines reputation as the overall quality or character as seen or judged by people in general. This definition is true for both personal and brand reputation. MDG Advertising points out 42% of U.S. adults conduct an online search on someone they want to do business with. They visit review and social media websites to hear other consumers’ positive and negative experiences. The things that they discovered compelled 45% of them to change their minds about doing business with the company. What can you do to manage your online reputation?
Online Reputation Matters
MDG Advertising advises web-based businesses to establish their presence on social media websites. They explain in their information graphic, “Have You Seen Your Online Reputation?” that social media is about your brand’s voice first and your products second. The Facebook and Twitter campaigns should go beyond sharing promotional offers. The individual that is designated to handle your accounts should foster brand advocates and positive online reviews and mentions. However, don’t leave all the work to social media networks! You can build a positive online reputation by engaging website visitors with live chat software.
More Than a Virtual Store
Without support chat software, your e-commerce website is a merely a virtual store that sells products. Customers that want to assess your online reputation will exit your website to search about your company elsewhere. Don’t let potential customers slip away! Support chat software is an innovative business solution that puts globally-situated operators in charge of your website. Just like social media managers, customer service representatives (CSRs) are trained to manage your online reputation. They welcome every person that visits your website because they know every online user is powerful. The greeting text-based message establishes rapport and creates awareness that live chat is available on your website.
Chat Operators or Crisis Managers?
As visitors go through your online store, live chat representatives use the built-in web analytic feature to assess online behavior. Online metrics such as webpage duration, keyword searches and referral URL source give away what visitors have in mind. Live chat software enables CSRs to proactively send a chat invitation. Upon its acceptance, potential customers can ask in-depth questions about your company. Chat operators are trained to evaluate the situation and communicate appropriately. They give timely responses and do not let any situation develop into a crisis. Before handling a one-on-one chat session, they go through a specially designed training manual. They have knowledge about your products, company policies and they are up-to-date on company news.
Exceptional Sales Force Team
Once they wipe away customer qualms, live chat representatives ask strategic questions of their own. They are employed to manage your online reputation as well as increase revenue streams. Potential customers may be interested in learning more about your products/services. Chat operators can resolve common search queries and clarify company policies. They can also navigate customers to product testimonials that appear on your website. Such tactics will encourage visitors to buy from your website.