Elementary reputation management
The CRM-system for reputation management, which includes a complete cycle of business processes for working with the opinions of Internet users, introduced the SMM Kokoc Group department to clients of the SERM and ORM services.
Today, the system consists of six sections: “Reputational Environment”, “Negative Reviews”, “Placement Scenario”, “Coordination of Feedback”, “Statistics” and “Reports”.
')
Reputation environment
The section collects information about the reputation of the brand from the first day the client has worked with the agency. Thanks to the SERMometer technology, which daily scans the search results of Yandex or Google using specified keywords, the customer can track the dynamics of changes in the brand's reputation environment. The section stores screenshots and links to each page, implemented the ability to quickly analyze the company's reputation on each specific site using color marking. For example, if prior to the beginning of the customer’s work with the agency, users left on the site “X” mostly negative comments about the brand, the resource will be marked in red. And if a month later, thanks to the efforts of SERM-specialists, positive reviews will prevail on it, the marking will change to green.
Negative reviews
About the appearance of negative reviews, the system notifies in the main menu and a special section, where it gathers comprehensive information: links, screenshots, text messages. The process of agreeing on the options proposed by the contractor on behalf of the brand takes place in a chat format. It is possible to “enable” notification by e-mail and be aware of the development of specific negative situations.
Content coordination and placement script
Sections are created to simplify the procedure for coordination of the content generated by the agency. The client may accept or return the proposed texts for revision and provide the reason for the refusal in a special form. Approved publications are compiled into a plan, which is also coordinated online. Published messages are moved to the “Locked” section, where all information about the project is stored.
Statistics
In this section, the client can look at the dynamics of the statistics of found references to the customer’s brand on various sites and for a certain period. The system divides the sites by color and allows you to view the number, date and nature (positive, negative, neutral) of publications on all or several specific resources. Statistics are presented in the form of graphs or diagrams.
Reports
Many customers are accustomed to traditional reports in PDF files, so this format is used for monthly information on the work done.
Thanks to the Kokoc Group CRM-system for reputation management, customer interaction with the agency is simplified: the need to discuss current work by mail and forward tables, pictures or text files is eliminated, all information is available online in a single interface. By the way, if the company has several brands, then there is a convenient and fast switching from one account to another.
Today, the system consists of six sections: “Reputational Environment”, “Negative Reviews”, “Placement Scenario”, “Coordination of Feedback”, “Statistics” and “Reports”.
')
Reputation environment
The section collects information about the reputation of the brand from the first day the client has worked with the agency. Thanks to the SERMometer technology, which daily scans the search results of Yandex or Google using specified keywords, the customer can track the dynamics of changes in the brand's reputation environment. The section stores screenshots and links to each page, implemented the ability to quickly analyze the company's reputation on each specific site using color marking. For example, if prior to the beginning of the customer’s work with the agency, users left on the site “X” mostly negative comments about the brand, the resource will be marked in red. And if a month later, thanks to the efforts of SERM-specialists, positive reviews will prevail on it, the marking will change to green.
Negative reviews
About the appearance of negative reviews, the system notifies in the main menu and a special section, where it gathers comprehensive information: links, screenshots, text messages. The process of agreeing on the options proposed by the contractor on behalf of the brand takes place in a chat format. It is possible to “enable” notification by e-mail and be aware of the development of specific negative situations.
Content coordination and placement script
Sections are created to simplify the procedure for coordination of the content generated by the agency. The client may accept or return the proposed texts for revision and provide the reason for the refusal in a special form. Approved publications are compiled into a plan, which is also coordinated online. Published messages are moved to the “Locked” section, where all information about the project is stored.
Statistics
In this section, the client can look at the dynamics of the statistics of found references to the customer’s brand on various sites and for a certain period. The system divides the sites by color and allows you to view the number, date and nature (positive, negative, neutral) of publications on all or several specific resources. Statistics are presented in the form of graphs or diagrams.
Reports
Many customers are accustomed to traditional reports in PDF files, so this format is used for monthly information on the work done.
Thanks to the Kokoc Group CRM-system for reputation management, customer interaction with the agency is simplified: the need to discuss current work by mail and forward tables, pictures or text files is eliminated, all information is available online in a single interface. By the way, if the company has several brands, then there is a convenient and fast switching from one account to another.
Source: https://habr.com/ru/post/296764/
All Articles