Tag: Germin8

Business World

Importance of omni-channel reputation management

Apr 16, 2021 by Neel Achary 0 Comments #By Chaitra Kulkarni, #Customer Success Manager, #Germin8

By Chaitra Kulkarni, Customer Success Manager, Germin8

Brands leveraging omni-channel reputation management initiatives can optimize their approach by focusing on the right channels and mediums. Additionally, with customers increasingly going online to learn about new products, interact with customer service, and engage with brands, it is important to target relevant platforms online. It is also essential to be present and active on these social media channels, forums, blogs, and community groups, to address customers directly.

Single-channel ORM initiatives may lack in their scope and scale. While initially it is the right approach to target specific online channels, new stories and conversations can emerge at any place and stage. Both promotors and detractors need to be tracked across online channels, to gather primary insights about brand perception and marketing effectiveness.

Importance of optimal outreach

Optimizing outreach is essential to ensuring ORM success, as industry stakeholders are having conversations about brands each day. Whether that be thought leaders, buyer representatives, ambassadors, detractors, or first-time users, there are hundreds of thousands of data points generated online across channels.

Engaging with customers can positively impact the brand’s appearance and equity within the buyer groups, when done strategically. Additionally, brands can capture primary insights on buyer behaviour and reach out to their most loyal customers seamlessly. In fact, customers that are highly engaged can represent a 23% higher share in profitability and relationship growth long-term.

Online everywhere – the customer dynamic

Customers are increasingly online to review promotions, engage with brands, and learn about products. They follow influencers, use search engines to research products, and find communities to engage with. It is important to leverage the right listening and engagement tools to ensure that conversations are being tracked in today’s online everywhere world.

In fact, ensuring that brands are tracking online conversations around all mediums can directly impact perception and equity. 95% of buyers consider belief and trust in a brand to be a key parameter in remaining loyal to them. If brands remain passive on the online channels that buyers access regularly, then they may lose that customer loyalty over time.

Key role of brand trust

Ensuring brand trust is vital in today’s digital era, with the rising number of social media platforms, online channels, and discussion threads. Customers are increasingly engaging with one another at-scale, and brands need to ensure effective listening and reacting when necessary. This is even more so true when brands face negative PR events or have false information released about them online.

With 68% of customers forming an initial opinion about a brand after reading between 1 to 6 online reviews about them, brands need to ensure effective brand trust through omnichannel ORM. Omnichannel initiatives ensure that customers trust brands online and can promote their products without online backlash.

Importance of last mile engagement

Last mile engagement is vital in terms of online reputation management. It is important to reach every conversation, channel, and medium, to ensure that the right stories and conversations are amplified. 66% of customers expect brands to already understand their unique requirements and needs, which is why last-mile engagement is essential to ensure long-term.

Additionally, negative conversations about brands should be tracked to the last mile as well, owing to the negative SEO impact they can generate. Reviews and online results can play a vital role in the rankings of brand pages within search engine algorithms, which is why it is important to maintain a positive image across all channels.

In conclusion

Omnichannel ORM ensures that all platforms are being activated for marketing campaigns, outreach programs, and promotions. By ensuring that customer issues are addressed, and buyer groups are engaged, brands can increase retention and revenue per user. Buyers are also more satisfied with their brand relationship, as they are addressed directly on their platform. Omnichannel also increases the agility of brand response to manage crisis situations, while enabling them to promote a unified message across platforms.

References

https://www.inc.com/craig-bloem/84-percent-of-people-trust-online-reviews-as-much-.html

https://www.forbes.com/sites/theyec/2021/01/28/your-digital-reputation-your-first-impression-secrets-of-online-reputation-management/?sh=3445e6908317

https://assets.kpmg/content/dam/kpmg/xx/pdf/2017/01/the-truth-about-online-consumers.pdf

https://blog.hubspot.com/service/why-conversations-boost-retention

https://www.gallup.com/services/169331/customer-engagement.aspx

https://www.salesforce.com/resources/articles/customer-engagement/

Business World

Why Chatbots Are Smarter Than Humans?

Apr 7, 2021 by Neel Achary 0 Comments #Chaitra Kulkarni, #Customer Success Manager, #Germin8

By Chaitra Kulkarni, Customer Success Manager, Germin8

The 21st Century is upon us and there was a pretence revolving around bots taking over the world. This assumption is far from reality, at least for now. In fact, Machine Learning has evolved so much that we humans can use them to aid our work and not against us. Chatbots are part of the Artificial Intelligence & Machine Learning revolution and they are bound to be a catalyst for Brand Engagement. It is estimated that 85% of consumer interactions will be handled by chatbots by the end of 2021. 50% of the businesses are also planning to invest in smart chatbots rather than mobile applications. Ever Wondered Why?

Chaitra Kulkarni, Customer Success Manager, Germin8 (1)
Chaitra Kulkarni, Customer Success Manager, Germin8

Chatbots are super quick!

It’s 11 pm, Chandu, a salaried man, faces an issue with his premium payments. The due date is just 1 hour from expiry. After his various attempts to pay and with a fear of penalties, he tweets “@XYZLifeInsurance I’m facing issues while paying the premium on your website, help!” Brand replied within a minute with a templated response of their website being under maintenance but immediately reassured him of extending his deadline for the next 36 hours. Chandu is relieved after hearing this and goes to sleep. Chatbot saves the day! (Well, Night)

Make them your advocates

In our years of working with some of the biggest brand names in India. We found that a positive share of voice improved promisingly when the turnaround time is on the lower side. It is an innate behaviour that getting a quick response from someone, be it brand or a person will increase your attention towards them and subsequently, thereby make them feel special. 

Chatbots are available, always

Chatbots, unlike humans do not need to sleep, socialize, etc. They are available to help at any hour of the day. According to a Research, 64% of internet users feel that 24/7 hour service is the best feature of the chatbots. Everyone loves a quick response, especially during any emergencies like our friend Chandu faced. Similarly an IBM research suggests that about 80% of the queries are FAQs for which no human intervention is required. Chatbots are fully capable of handling them with ease.

Money saved is money earned

Quite literally. Chatbots have the capability to handle about 80% of your overall responses hence saving the money put in to hire a chat representative. In fact, a chatbots life report shows that they save an average 30% on operational costs just by deploying a Chatbot towards an e-commerce business.

Automation is the future

Chatbots have been around since 1966. The very first one being “ELIZA” built at MIT it was used to answer very simple decision tree questions. Fast forward to the 21st century, we can see chatbots being used from websites to apps to social networks, everywhere! Automation is the future and it is being integrated into many business processes. The world is changing at an exponential rate. Another drift report tells us that Chatbot use was increased by 92% since 2019 and is set to increase even more.

Future is now

Chatbots have a huge potential, and it is set to be a $1.3 Billion market by 2024, according to Intellectyx. Brands need to actively seek a Chatbot integration with their business processes, one of the very important one being Social Customer Service where a Chatbot can effectively lower your first level Turnaround time by a drastic percentage. Leading to an increase in Positive Share of Voice because 82% of consumers claim that quick responses during first contacts are important to them and can impact their perception towards the brand, rendering it necessary. After all, a happy customer is all we want, right? 

Business World

Social media response management tool, Trooya by Germin8 introduces new features

Mar 1, 2021 by Neel Achary 0 Comments #Dr. Ranjit Nair, #Founder and CEO, #Germin8

Mumbai: Trooya, a proprietary tool of Germin8, an AI based Digital Intelligence company has added tracking and response management of Google My Business and LinkedIn to its application. Trooya is a social media helpdesk that helps brands respond to their customers’ queries, complaints and leads that appear in social media. It also helps brands across the world in streamlining their social customer service with real time insights allowing users on an enterprise level to collaboratively work in real time.

Trooya also features a state-of-the-art chatbot which can accurately handle customer queries in real time, which helps brands respond to their customers day or night without deploying extra manpower. One of the key USPs that Trooya possesses is that it can prioritize customer queries based on their influence, follower count and whether the post is from verified accounts. This reduces the chance that customer issues go viral and spiral out of control.

On the launch of this new feature, Dr. Ranjit Nair, Founder and CEO, Germin8 said “Google My Business has become a vital platform for any business that has physical locations that are visited by customers. This makes it important for brands to treat it as an important channel for engaging with consumers – tracking, analysing and responding to the feedback received here. On Google My Business, due to the campaign which was coined in the early days of the Pandemic “Vocal for Local” there was a sudden rise in the number of reviews for businesses on Google My Business Pages, making it a prominent source of consumer communications. It makes us feel very proud that the development team worked relentlessly and were successful in including support of Google My Business in Trooya.”

Some of the key features that Trooya already possesses are: Enterprise level collaborative workflows, real-time engagement & analytics, safe storage of consumer databases, as well as full history of consumer interactions, etc. It also supports an array of platforms such as Facebook, Twitter, Instagram, Google Play Store, YouTube, and now LinkedIn & Google My Business. It can also be integrated with various Customer Relationship Management Systems.