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Should You Outsource Your Customer Service and Review Response to a Chatbot?
If you’ve ever visited a company’s website, chances are you have experienced interacting with a customer support live chat or a customer service chatbot. Companies have taken new technology and in particular, artificial intelligence (AI) and integrated it into their customer service processes. The use of technology in customer service has become the norm and… Read More »
How a Business Should Respond to Online Trolls and Hate Speech (Dos and Don’ts)
Responding to negative reviews is one thing – but what if it escalates, and you’re suddenly dealing with troll attacks and full-on hate speech? Being aware of this ugly side of the internet and its effects on your business can prepare you in the event it does come for you. For starters, you need an… Read More »
How To Use Sentiment Analysis in Your Reputation Management Strategy
Business owners leverage their positive customer feedback to improve trust and sales. But aside from your review scores, there is power in knowing, understanding and analyzing your customer sentiment: the core of how your audience perceives your brand. Sentiment analysis is like looking at your brand perception through a microscope. Online sentiment analysis allows you… Read More »