Going Micro: From Reputation to Response

In the online space, people trust strangers as much as they trust their friends.
A Brands Online Reputation is real, and if you are not digitally reputed, you brand is most likely at the bottom ranks of your social media driven customer favour.

But, there’s a solution for this fall…
As technology had once birthed IoT, it has advanced to the popular 2020 Industry 4.0 Tech to create various Data driven platforms, to Manage and periodically analyse your Online Reputation.

But before reputation can enhance itself, we need to keep in mind to accelerate responding.
And going back to the past where communication is key, a strong building principle for reputation maintenance is response management.
But why?

  • Social media surfers have a higher rate of converting to customers if your brand responses to their comments is prompt.

  • Responses are attention giving tools, and social media consumers love that, which will inevitably increase your conversation rates by 2 folds. Interactions on Social media last for a jiffy, if you respond quick, your customer satisfaction rates will increase by 25%, speedy query and gratification methods keep your customers closer, decreasing the chance of you loosing them to your competitors by 35%.
    Now ask yourself a question, is your ORM tool a complete package, or a fragmented process stressful to manage?

Here’s how Locobuzz stands apart from the rest of the ORM platforms

Functionalities that meet every objective

Think of it as a multipurpose platform for one function that is Reputation. From ticket management, routing and finally task completion we have a structured role, skill-based ticketing model under just one roof. So, if you ask for queue management, ticket allocation, agent assessment, we have a bifurcated system which automates it all, avoiding confusion and making sure your customers are attended to carefully and skillfully.

Approvals and Smart alerts

Service is always highly scrutinized with a micro lens by customers, and responses are a part of it, one reply can either make or break your brand. Specifically, for this purpose our dynamic approval mechanism ensures negligent mistakes in communication as you can configure approvals from new response executives to highly experienced ones via the brand and back for publishing in just a matter of seconds. That’s not all, you can also configure alerts to various actions that enables you to be informed in a fly on actions taken on various selected ticket threads attended to by your team.

Multi-Channel Ticket Management

We can literally call our Dashboard one for many. This is your omni-channel solution for seamless response and ticket management. With such seamless navigation you can just switch tabs or collate all social media channels in one, which makes your responding and analysing mentions, easy and quick. An individual customer sentiment and analytics in the ticket itself, such as the impact it has created, priority mapping and category of product It comes under, etc. All you got to do is log in and start typing as tickets have already been auto- assigned to you!

Analytics that cover it all

Whether it be micro or macro insights, this is a place where analytics are engineered to drive good reputation, customer payback ready and actionable.
From individual agent task/work analysis, to an in-depth study on your product/service, customer satisfaction, your TAT performance break-up and systematic reputation progression review you can access everything you need to make your brand a powerhouse in customer experience management.

PS. You can get a one view of your customer even though they have different names across social platforms with our Locobuzz + CRM integration. As in this ever-changing world, acquiring a phone number was considered a win but now, tapping on your customers digital touchpoints is the key.