Online reputation management (ORM) is a crucial aspect of any business’s success; particularly banks. With the increasing use of online platforms by customers to interact with banks, it is essential for banks to maintain a positive online reputation.
Listed below are some “must do” things for banks to improve and manage their online reputation.
Monitor: Monitor what is being said about them.
Respond: Customers expect a prompt response to their queries and complaints; especially on social media. When customers post negative feedback or reviews online, you should respond promptly and professionally. This shows customers that you value them and are committed to resolving any issues they may have.
Encourage Positive Reviews: Banks can ask satisfied customers to leave reviews on their website, social media platforms, or review sites. Positive reviews can help improve your bank’s online reputation and attract new customers.
Digital Clean-up (Brand Rights Enforcement): Banks and financial institutions are prone to fraudsters creating fake websites, customer care numbers, fake social media accounts, profiles, etc. Billions of dollars are lost due to such cybercrimes. Banks should enforce brand rights. AiPlex Bridge (a premiums SaaS ORM product) is the only ORM tool for banks (backed by India’s #1 antipiracy company) that can help you enforce your brand rights in the online space.
Social Media: Social media platforms are a great way to engage with customers and build a positive online reputation. Banks should regularly post updates, news, and information on their social media platforms. This helps keep customers informed and engaged. Banks should also respond promptly to customer queries and complaints on social media.
Protect Customer Data: Protecting customer data is essential for building trust and maintaining a positive online reputation. Banks should implement robust security measures to protect customer data from cyber threats. This includes constantly upgrading security systems, firewalls, antivirus, authentication, encryption technology, access management, etc.
Transparent: Banks should be transparent about their policies, fees, and services. This goes a long way in building customer confidence and trust.
Employee Training: Banks should train their employees on online reputation management, including how to respond to negative feedback and how to engage with customers on social media.
Influencer Activity: Banks can partner with influencers who have a large following on social media and promote their services. This can help improve the bank’s credibility and attract new customers.
Online Reputation Management Tools for Banks: Using credible and effective online reputation management (ORM) tools can help banks stay on top of things when it comes to online reputation management. A tool like AiPlex Bridge is the only ORM tool that you would need for all your ORM needs.
AiPlex Bridge is a premium SaaS product. It is a comprehensive and unified ORM tool that helps businesses address all their online reputation management needs within a single interface. Social listening, ticketing, response management, sentiment analysis, competitor analysis, brand rights enforcement, social media management, review management, crisis management, influencer marketing, digital command centre, etc., within a single tool.