Online Reputation Management

With the increasing dominance of social media in almost all aspects of a consumer’s lifestyle and buying behavior, managing online reputation is of paramount importance for organizations now. While ignoring threats to online reputation can have catastrophic consequences on brand image and finance, an appropriate engagement and timely response can convert a detractor to a loyal advocate. Additionally, proactive engagement with social conversations can throw up hidden and niche business opportunities hitherto unknown to organizations.

How Wipro Helps

Our proprietary Online Reputation Management Solution is powered by industry leading Social Studio from Salesforce.com, and matched by Wipro's best-in-class end-to-end service capabilities. It helps organizations monitor online reputation on a continuous basis, and mitigate and proactively minimize potential reputation threats from undesired magnification.

We offer:

  • Minimized reputation risk through continuous monitoring, sentiment analysis and response across multiple sources with very short TAT
  • Increased advocacy and loyalty through timely and appropriate resolution of concerns expressed online
  • Elimination of CapEx using a Cloud-hosted platform & people services on a simple pay-as-you-go model
  • Enhanced business and reputation transparency through near real-time analytics driven reputation dashboards available across multiple stakeholders

Our Services

With deep process knowledge and proven delivery experience for leading organizations in the world, we manage end-to-end online reputation through:

Keyword Establishment

  • Understanding the typical buying psyche of customers
  • Identification of KPIs reflective of customers and their peer groups

Listening and Sentiment Analysis

  • Observing conversations and identifying triggers
  • Monitoring real-time dashboards and segregating content
  • Classifying opinions, needs and desires
  • Identifying opportunities to engage

Engaging

  • Participating in conversations
  • Identifying brand advocates and influencers
  • Addressing complaints and feedback (within SLA terms) based on a comprehensive response framework
  • Alerting and escalation for early response and resolution

Reporting

  • Maintaining near real-time dashboards with intuitive insights
  • Supporting in fine-tuning online, social and business strategy