Workflows Help You Manage 3 Critical Elements of Business Reputation
The reputation of your business is an extremely valuable business asset.
Online reviews and ratings have made business reputation
more important than ever.
While it isn’t tangible, or something you could liquidate to raise cash, nonetheless, reputation is essential to sustained success today. In fact, reputation is a key differentiator in a world where consumers have more choices than ever. Reputation also affects the quality of employees you’re able to recruit and retain.
Developing a strong business reputation and maintaining it requires sustained effort. Some aspects of reputation management for businesses can’t be automated, but you might be surprised at how many aspects can be. For this you’ll need the right attitude, commitment, and tools. Here are three critical elements of business reputation that you can manage better with the right workflow management.
1. Customer Service
People want a consistent, positive experience when they interact with your customer service team. Developing customer service workflows for your customer service team can help tremendously. When your team knows exactly what to do in every type of customer service interaction, you can be confident of consistent, effective help for customers.
Automated workflows for customer service tasks can help keep interactions on track and productive. A customer service rep who knows exactly which workflow (or branch of a workflow) to access in a given interaction is able to help people more quickly, diffusing any hard feelings and solving problems. This requires not only that you have comprehensive automated workflows, but that you take time to train reps on how to use them.
2. Accuracy of Online Business Listings
You might be surprised to learn how important the accuracy of your online business listings are. Many businesses take full advantage of Google business listings because they help people discover their business and learn key facts like operating hours, phone numbers, and even parking situations – all at a glance. A complete, accurate, up-to-date business listing helps your website perform better when people use search engines.
Keeping business listings accurate at all times helps your
website appear in more search results.
But inaccurate business listings can harm your search engine success. That’s because Google regularly checks that the information on your business listings and your website match perfectly. When they don’t, they may penalize your business in searches. An automated workflow that kicks off the same day of every month, for example, can step the user through the process of comparing business listings and website listings to ensure they are as accurate, complete, and up to date as possible.
3. Distribution and Analysis of Customer Surveys
One classic method of improving customer service is through customer surveys. Asking customers for feedback, analyzing that feedback to produce insights, and then addressing those insights helps you meet customer needs better. Automated workflows, complete with beautifully designed, mobile friendly survey forms reach consumers where they’re at and help you gather, analyze, and act on the data you collect.
The right workflow software will help you not only create the survey forms that encourage customer interaction, but also helps you collect, analyze, and report on the survey data. As a result, you can respond to customer sentiment much faster than you ever could through surveys managed without automated workflows.
Great workflow management requires great workflow software, whether you’re striving to improve customer service or automating various back office processes. PerfectForms offers you the level of flexibility, scalability, and power you need to automate business processes that improve your business reputation. You can create customer service workflows, monitor and manage online business listings and website information, and create surveys that help you understand your customers better.
We encourage you to watch the PerfectForms demo video so you can see PerfectForms in action and discover just how easy it is to use – whether for customer service processes or other business processes. And should you have any questions, we invite you to contact us at any time.