Managing your customer service activity and reputation online can seem like an overwhelming task for a business. With the ever-growing number of channels available to your customers to engage and interact online, it can be a daunting task knowing where to start and how to manage it effectively.

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Most businesses work hard to build trust with their customers and potential customers. And most traditional ways of connecting with and servicing these customers are likely built into ‘business as usual’ processes.

While you may not choose to be online, the conversations will still be there, because that’s where your customers are. Reviewing, researching, asking questions, making purchasing decisions…it’s all happening across multiple social media channels and you need online reputation management.

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Online Reputation Management

The harsh reality is, your public reputation can make or break your business. Because personal recommendations and reviews, both offline and online, have a very real impact on whether or not someone chooses your product or service.

Our goal is to take the pain out of managing your reputation online. We do this through the monitoring of positive, negative and neutral content about your business. First of all, in order to manage it, you need to know it’s there! Review sites, social media channels, blogs, news articles…the list is a long one.

Knowing when to respond, and how best to respond, is also a critical part of our role supporting businesses with their online reputation management. Business managers, of course, wish they could control the way people view or feel about their business or product – however, the only thing that can be controlled is the response. And this response is just as important for the person writing the review, as it is for those reading it.

We specialise in reputation management for businesses in the tourism, hospitality and food industries across multiple channels including TripAdvisor, Google My Business, Facebook, Twitter, Instagram, OpenTable, Zomato and more.

Social Customer Service

Customers are increasingly turning to social media channels as their location of choice for social customer service. As a result, this represents a great opportunity, and challenge, for businesses.

Knowing where to invest your resources, and also where and how to funnel customer enquiries, is an important step in defining an effective and responsive customer service presence.

Increased improvements in technology continue to assist in making monitoring and responding to customer questions and feedback more efficient. As a result, options for self-service, chat platforms and automation (with tools such as chatbots) allow us to assist businesses to build robust, engaging and responsive social customer service processes. In other words, processes that add value to your business, and your customers.

Contact us to have a chat about how Social Tap can help your business with online reputation management and social customer service.

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1800 300 052