The craft of human perfection is not to be undermined; however, there is an assortment of tasks machine learning performs at finer. Professionally speaking, online reputation is a make-it-or-break-it factor. 7 in 10 brand representatives dedicate 20% of their workweek to managing their company’s online reputation. To accentuate, that boils down to dedicating nearly a full day’s work to the task of online management on a weekly basis. Still, troubles arise in perfecting the technique of optimizing consumer reviews. By leaving this work for artificial intelligence to tend to, there are a variety of ways a business’ online reputation can see improvement.
Firstly, it’s important to analyze why online reputation even matters. Consumers value transparency, integrity, and ethical business practices when deciding how much they trust a company. Typically, 94% of consumers browse online reviews when considering a purchase. The comfort of reading good (4+ star) reviews on a product you are considering for purchase is powerful enough to secure the deal. For example, good reviews convert 61% of potential customers into sales. Additionally, a good reputation boosts a company’s online presence by 60% and improves visibility over the competition by 53%. Reputation is worth a quarter of a company’s total market value. Knowing this, a good reputation is a significant factor in increasing consumer-business relations, as well as profit margins.
Saying this, building your reputation to an average of 4-5+ star reviews upon view on search engine results is crucial. There are several methods able to be taken in an initiative to build consumer trust across the internet. 89% of consumers look for replies when reading reviews. This is because 78% of consumers trust online peer reviews as much as personal recommendations – considering fellow consumers to be as credible as experts. Even further, 68% of those who read positive online reviews are more likely to visit a (local) business after reading positive reviews. On the other hand, 40% of 2018’s consumers say negative reviews turned them away. Knowing this information, mastering the art of replying to consumer responses in a professional and prompt manner is something to consider.
More along with these terms, only 1 in 5 brands claim they struggle with replying to reviews. However, 65% of consumers aren’t getting the response from brands they expect. This is where artificial intelligence can save the day.
By 2020, 25% of customer service interactions will be powered by artificial intelligence. The retail sector has significant plans for AI implementation through the use of cameras, robotics, chatbots, and more; however, the use of AI in reputation management is unique. AI is capable of processing far more information than the human brain could ever. This is the perfect opportunity to use AI to shuffle through all relevant information on the Internet from social media and review sites to first collect a general consensus of how your business is perceived in the public eye.
With this information, artificial intelligence can provide the consumer with specific insights based on data trends and consumer sentiment. Even further, artificial intelligence is powerful enough to prevent the consumer from receiving an overload of information when conducting a simple search for a brand by making information more searchable and discoverable.
Things get interesting as artificial intelligence can be used to automatically prompt customers to leave feedback following the transaction of a purchase. In fact, 80% of published reviews are the result of a follow-up email requesting feedback after a purchase is made. Managing review responses is where artificial intelligence can specifically shine as it can do so 24/7, with automated replied. This can be beneficial as 34% of customers replace their negative review with a positive upon receiving a brand response.
Overall, online ratings and reviews can make or break your business. 70% of potential customers will form an opinion after reading only 3 reviews. Let AI free the time of your staff, improve your online reputation, and business – as further explained below.
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