Customer interaction over all digital channels has become a new focus for businesses.
As the number of internet users, mobile usage and new social platforms, monitoring and managing a company’s online reputation can be challenging. Whenever your existing customers discuss or comment on your product, the buying decision of prospective customers is being influenced.
More than 1 in 4 consumers make up their mind how they feel about a company based on online reputation and online social consensus.
This makes it vital for companies from SaaS (Software-as-a-Service) industry to build and maintain a positive reputation. In the world of SaaS, balanced customer engagement and prompt support is what any company wants to do to build a positive online presence. Still, monitoring and managing all online channels is not as easy as it may seem.
Here are five tips SaaS companies can use to manage their online reputation:
Set up Web Alerts
Monitoring every social platform on a daily basis to understand what your customers are saying about your brand is not a realistic task. That’s where digital tools can be extremely helpful. Google alerts allow you to stay on top of any new mentions of your brand that appear in search results. Another benefit of setting up alerts is that you can monitor your competitors’ mentions as well.
Control What You Say on Social Media
With so many eyes on social media, as a brand you should be mindful about what you post, comment or tweet. Social platforms are convenient and easy to get hot-headed in a discussion; however, this can backfire if you are not cautious about what you say and how you say it.
Highlight Positive Testimonials
Don’t hesitate to showcase positive feedback your brand received. A customer speaking positively about your product is a huge social endorsement and others should be able to see it. Generally bad comments are easier noticed than positive feedback, that’s why you should encourage sharing your good ones. You can also blog about your brand’s positive impact or ask a blogger from your industry to review your brand.
Customer Success Stories
A great way to build a healthy reputation is by promoting customer success stories. Create content that’s easy to consume with the help of videos and pictures to make it easy to share and understand. This type of stories may also be noticed by industry media and influencers, leading you to get more brand exposure and an improved online reputation.
Don’t be passive in the online medium. Make your presence clear and participate in discussions. With a proactive approach you can directly influence how your company is perceived and your reputation remains within your control. You can find these discussions by searching for keywords that match your product or brand name.
Deliver Great Customer Service
The customer is king and in the SaaS industry providing great customer service is what matters. When you sell a software product, mistakes, bugs and customer queries will always pop up. Your brand needs to provide exceptional service and be there when your customers need you. Make it a little personal and let them get comfortable with you. Good service may come back to you in the form of glowing reviews and feedback.