Day by day, the image that a company is the sum of the praise obtained and the responses to criticism (fair or ill-intentioned). Given the number of channels available in which consumers can express their opinion, An instrument is needed that allows us to centrally monitor feedback both on social networks and the company's communication channels.
Reputation management is not the exclusive concern of large companies. A local business can be hurt by a neighbor's comment on a neighborhood Facebook group. Today social media is the preferred way for people to vent their anger about everything that happens to them.
Why an entrepreneur needs to manage his reputation
People today have very sensitive skin. Anything, however harmless, can offend someone's sensibilities. And, that person is going to manage to get a supportive following. On the other hand, many entrepreneurs do not take dimension of the impact that a disagreement amplified by the Internet can have on the future of their business.
Uses of solutions for reputation management
With this type of services we can:
- Monitor how the market perceives our brand. This is done by analyzing posts, tweets, social media conversations, and review sites or conducting surveys.
- Solving customer problems by detecting and responding to negative reviews and comments on networks as well as comments received directly or through web forms or email
- Build a favorable reputation by automatically spreading positive reviews and comments.
- Anticipation of problems: Use of artificial intelligence techniques to detect negative feelings by analyzing language in social networks.
- Protection against smear campaigns: This type of service allows you to collect evidence of false reviews and comments promoted by competitors.
Open source for entrepreneurs. Complaint handling options
Regrettably, There do not seem to be open source applications that fulfill all the functions mentioned above than if they fulfill the paid services. The technology is available since languages such as Python or Javascript have libraries that allow website monitoring and sentiment analysis. It's just a matter of someone deciding to package them into a viable project.
What there are are solutions that allow us to better communicate with customers, either by creating our own social networks as an efficient system to respond to complaints.
humhub
With eThis tool entrepreneurs can create private social networks to establish a collaborative framework with the commitment of your customers and increase the visibility of your brand. The community edition is free and for additional functions you have to pay.
In other words, what he proposes is to create our own social network in which we set the rules.
Some of its characteristics
- Write and update post.
- Like and comment on others' posts.
- Create threads and invite customers to discuss.
- Establish the rules of use.
- Create user profiles.
- Follow users.
- Share content with unregistered people.
- Activity monitoring.
- Multi-device compatibility.
- Centralized dashboard for data analysis
LimeSurvey
Allows users publish surveys and collect and analyze responses.
The surveys allow variations according to the answers and their design can be customized (using a web template system).
The program performs a statistical analysis of the results and these can be anonymous or a file can be saved for each person they sponsor to track the evolution over time.
This application is installed on a web server and requires support for PHP and databases.
osTicket
In this case we have a ticket system of support that pIt allows handling both forms created from a web and by email. It does so from a centralized dashboard that can be accessed by multiple users.Aryans.
You can customize the data requested when submitting a ticket to find the solution to problems faster
There are three versions, one free and two paid, one that includes hosting and another that adds telephone support and more customization options.