Have you ever consulted online comments and recommendations for brands and stores before purchasing an item? If you have, you’re not alone! In fact, it is estimated that 78.3% of Quebecers go online to find information about a product before they make a purchase. Consumers use information to make a choice and consider reviews and comments left on a company’s website and their social media channels. Imagine how an average of 4.5 stars (out of 5) on a company page can influence a potential sale. On the other hand, imagine a company with an average rating of 2 stars… We bet you’ll be more inclined to deal with the company with the better rating and positive comments.
Consumers, businesses, and social media
Social media plays an important role in our lives. We use it to communicate with loved ones, create content, and interact with the brands we love. It now only takes a few clicks to get the information you want or to contact a company. If it’s easy for a consumer to share their opinion on a brand or service, you shouldn’t underestimate the amount of work it takes for companies. In fact, in addition to making sure they’re adequately represented on social media, companies must also monitor their online reputation at all times to answer the needs of their clients.
Obviously, positive comments and recommendations from satisfied clients are always enjoyable to manage, but negative opinions can muddle things up. Sometimes, we need to manage situations where an individual with an incomplete or made-up name leaves a comment about a situation that occurred at one of our client’s place of business and when we attempt to contact this individual for more information, we are met with… silence! We then need to redouble our efforts and work in tandem with the client on social media to understand the situation and to be able to find the individual who has left that comment. Very often, we are the first point of contact with the customer on social media after they’ve left their opinion. Our ultimate goal is to provide enough information to our client so they can follow up on their side in order for the negative comment to be transformed into a positive one. Keep in mind that it is not possible to delete a negative comment on social media. However, the person who wrote it can modify it as they wish.
In our line of work, speed is essential. By responding to every comment a few minutes after they are published, we make sure that situations are handled and that they do not get out of hand. All our clients can therefore benefit from their brand being positively perceived on various social media channels.
In sum, you need to pay attention to your brand’s online reputation and doing so requires time and energy. Do you need a hand to manage your online reputation? You’re in luck because we can help, 24 hours a day, seven days a week, 365 days a year!