Redesigning Customer interaction during Covid 19 

Coping with the new normal!


##### *It’s time to adapt to the varied customer behavior and decisions by switching to a better customer interaction strategy* 

Covid-19 brought so many things with it- like lockdowns, regulations, and shutdowns. Along with the far-reaching changes that altered our day-to-day lives, the pandemic has affected the purchasing decisions of customers too. These changes in consumer behavior and decisions can be challenging to business owners and industrialists.

As we all try to find balance in this new normal, it’s important to adapt and switch to a better customer strategy. We know how the pandemic has hit the business stores and purchase rate. We have seen how the definition of ‘online’ expanded as all of us were forced to stay indoors. So, online presence is inevitable for every business, now more than ever.

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## What does ‘online presence’ mean to your business?

Well, the first thing that came to your mind may be a website for your business. That’s a basic requirement for every business. Unfortunately, many business owners don’t even have a proper website when customers today expect a lot more than a website. To keep your head above water, it’s crucial to have a properly functioning website and a regularly updated presence on other channels of communication.

Customers want the businesses to be available on multiple platforms according to their choice. Defining your ‘online presence’ depends on the type of your business and the nature of your customers. It’s not about just having a social media account or a website. It’s about actively engaging with customers and regularly updating your content and strategies to meet the expectations of your customers.

It can seem like a Himalayan task to you, but tools like **Cloodot** are here to help you with your customer interaction and reputation management. So, worry less and start making a change.

## Updating your status

We can go on and on about how uncertain our present situation is. We can’t be sure about anything at all. This uncertainty has influenced the customer values and decisions as well. Imagine a person who drives up all the way to find a shop that is closed or someone unsure about whether the business is currently offering delivery services. Amidst all this chaos and confusion, isn’t it our responsibility to provide updated information about our status?

Knowing that we no longer provide a certain service or that we have switched to another way to abide by the regulations will help the customers a lot when they consider buying a product or service. The best thing you can do is to update your status on platforms like Google My Business so that the customers won’t have trouble finding it.

This is not only to increase your reputation but also to help a confused customer. Providing your details, contact information, and status will increase your authenticity and reliability for sure. Rather than feeding to the uncertainty, choose to update exact information on the available customer services at a particular time.

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## Connecting to customers 

In this era of digital transformation, competition has acquired a different shape and it’s hard to stay on top if you’re not aware of what customers need. That’s where connecting to customers comes into the picture. We already talked about the importance of an active online presence for a business to thrive in these times. You need a multi-channel presence to reach out to your customers anytime.

In other words, you must be easily available to your customers at whatever time, channel, or device they may choose. You will have to reply to their queries and address their grievances on time. It’s also about nurturing leads and providing an excellent customer support system. If you stay in touch with your customers and understand their needs and expectations, it will be a lot easier for you to make positive changes in your business. Well, you don’t have to think hard to know that this is not an easy task.

Still, you can’t discard this based on the time and effort you need to put in. Connecting to your customers across multiple platforms is worth it. Plus, you can always ease yourself with the help of an all-in-one customer interaction suite like **Cloodot.**

## Time matters 

We just send a ‘hello’ to a friend who is miles away from us and we hear back from them in seconds. We are all surrounded by instant messaging and it’s all a matter of seconds to us. Customers also expect timely responses from businesses when they place an order or just ask a question. If you take a longer time to respond to them, they may choose your competitor over you. To stop this from happening, you need to be alert and must assure that you’re updated.

A timely response is an important factor in customer satisfaction. If a customer is unhappy with your product or service, addressing their concerns as fast as possible helps you in mitigating the damage. It may even result in regaining the confidence of the unhappy customer. All these considered, the customer must feel that their concerns are addressed appropriately in much less time.

Time matters most when you ask for a review for it is most likely for a customer to leave a review before they leave your premises when the experience is still on top of their head.

## Building an overall customer experience 

Do you know what brings a company to the top even if the products or services they offer are similar to many of their competitors? It’s the **customer experience**. Customers today prefer a personalized and wholesome experience. That’s why how your business treats customers becomes crucial to your growth. You have to present a seamless customer experience that expands to multiple platforms.

We saw why you have to adapt to a multi-channel setup in this digital era. However, the effort you’ve put in to create such a world-class experience might be pushing you back. But what if you can find all of these conversations in one place so that you don’t have to jump from a channel to another? **Cloodot** offers you such an all-in-one inbox with so many tools to help you in responding to your customers on time. This way, you won’t miss any messages or reviews from your customers and your team can collaborate to create a better customer experience.

Switching to a better customer management tool enables you to stay on top by redesigning your customer experience. Most successful brands have already partnered up with customer interaction management software to fit the changing standards.

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### The bottom line 

Covid-19 has permanently changed our market and economic condition. We know how hard it is to sustain your business at such difficult times, but there’s no use in blaming the situations that we’re in. That’s why we have to take action to adapt to the new normal and to keep going. **Customer interaction** must be in the center for our business to stand upright. How your business engages digitally with the customers is going to determine the growth of your firm. The business firms, which adapted to the newer technologies and tools, are less affected by the pandemic than others are. All you’ve to do is to focus on your customers above everything and to take steps towards better customer interaction management.

More resources should be devoted to nourishing your relationships and increasing customer satisfaction. You’ve to maintain constant communication with your customers to thrive in these times. By implementing changes according to the altered situations, you can stay ahead of the game. Offering a unique customer experience starting right when someone visits your website to the completion of the purchase is going to get you more customers. That’s how you stay as their no.1 choice, despite the situations. The pandemic has shown us, among other things, the importance of staying connected and updated.


Centralizing customer interactions to an all-in-one inbox with all your chats and reviews from multiple platforms can help you to manage customer experience and brand reputation more easily than ever before. 

How to manage customer interaction with an all-in-one inbox 

# **13 Reasons why your company needs an all-in-one inbox.**

##### *Why go for an all-in-one inbox?* 

Just a simple question- are you struggling to **connect to customers across platforms**? I know you don’t need to think twice to say ‘yes'. Every business owner or industrialist faces this issue with **customer relationship management** in our digital age. Whether you have got a big business with several outlets or you’re just starting off, reaching out to customers is going to be the stumbling block for you. It’s essential to enhance your **customer experience** for a better **online brand reputation**. 

Nurturing leads, engaging with customers, collecting reviews… We know there are a lot of things racking your brain. You may find all of it exhausting and time-consuming.  

Do you know how effortless all of this can be with an all-in-one inbox? Imagine if there are no more tiring processes of collecting reviews or jumping from one window to another. Another main attraction? Convenience, of course. It’s so easy to navigate through your **online reviews and conversations**. Besides, nothing is easier than finding every review and chat in one place? Centralising your entire interactions makes your business more organised and efficient. Not sure yet?

### **Here are 13 reasons why your team needs an all-in-one inbox.** 

### 1. Find every conversation and review in one place:

While talking about an all-in-one inbox, the first thing to say, of course, is about finding all chats and reviews in one place. You need a strong online presence to run a business in this digital age. No matter what type of brand you own, it’s important to connect to your customers. You know we’re not talking about just one channel. It’s about being updated in every single channel including social media that your potential customers use. To be on top, you’ll have to reach them out through channels like Google My Business, Whatsapp, Facebook, SMS, and Webchat. Then comes the question of handling all of these multiple channels at the same time. That’s why you need an all-in-one suite to balance all your interactions and manage all of them from one \
place. 

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### 2. Save your time and effort

Imagine the difference you can make if you can save hours you spend going back and forth across channels finding and responding to messages and reviews. Time is, inarguably, your best resource. With an all-in-one customer interaction tool, you can start connecting to your customers within seconds. Plus, you don’t even have to take half the effort to get the work done. You’ll see your reply rate skyrocketing with so little time and effort. 

### 3. No more confusion: 

You’re staring at a conversation somebody from your team left off. You’ve no idea what’s going on with that customer. You may have to depend upon a random guess or worse, you may end up spending so much time learning everything. One of the perks of having an omnichannel communication panel is that you can find the history and context of every conversation. Just go through the custom notes, you’re all set to deal with the conversation at hand. It’s a great way to communicate with your team too. 

### 4. Engage quickly, in a meaningful way

Competition is at its peak nowadays. You’ll run a risk of losing customers if you don’t engage with them quickly. When it comes to the omnichannel messaging platform, you can address grievances and concerns quickly. With tools like automated replies and template responses, you’ll find it easier to reply to reviews. You can make your customer support system more efficient by communicating clearly to your customers through media files. Whether it’s nurturing leads or answering queries, everything is much easier with a CRM software. 

### 5. Don’t miss reviews and messages anymore:

When there is a heap of messages and reviews, that too from all your channels, it’s natural to miss messages or leave reviews unaddressed. Even though you know how crucial it is to respond to reviews, both positive and negative, you may not always be able to keep consistency. You may even start losing customers, as they don’t receive feedback from you. Think about how different it will be if you have everything packed up neatly in one place and you’re constantly updated about all those conversations. If you can find everything in there, why fret about missing something important? 

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### 6. Filter and label conversations:

Your conversations are not just one type. There may be leads, orders, feedback, and more. Wouldn’t it be so much easier if you can compartmentalise them into separate sections? Yes, with an all-in-one inbox, you find all of them neat and clean, classified into categories. 

### 7. Easily collect reviews:

Well, collecting reviews have always been troubling. The thought of nagging your customers for reviews cannot be more uncomfortable. What if you can do that easily with one click? What if your customers find it so convenient too, to leave a review? That’s exactly what we’re talking about. Without troubling your customers or employees, you can get reviews asking at the right time, in the right way. 

### 8. Assign tasks and decide who can do what:

It gets messy and confusing if there are lots of interactions and nobody knows what they’re doing. Besides, not all of your team members may be perfect for dealing with a specific conversation. The key is assigning the perfect person to handle each interaction. And yes, you can decide who gets access to what too. With this feature, you’ll be able to give specific permissions to each one of your team. 

### 9. Give rest to your security concerns:

If you need to manage all interactions of customers, you’ll be forced to give your employees access to the original channels and listings. Obviously, this brings security concerns. Again, you may have thought about what other choice you have rather than managing it all by yourself. Well, that’s not how it is. If you’ve got all your employees in one place, you don’t need to risk your security, right? 

### 10. Elevate your employee experience:

Your employees are maybe having a difficult time managing conversations and reviews. An omnichannel inbox can ease them a lot with tools like template response. They don’t have to switch from channel to channel as they can find everything in one place. Besides, they’ll love communicating among themselves and working together as a team. It’s all about the seamlessness of communication, with no distractions. Think about how convenient it will be for them if they can collect reviews with just one click. What took a lot of time before, now it’s just a matter of seconds! There’s more- you’ll be able to monitor the performance of your employees based on their interactions. 

### 11. Collaborate with your team, in a better way: 

You know just how important it is to work as a whole team to build a reputation. By using an all-in-one suite, you can get on board with your team to address queries, nurture leads, and deliver excellent customer support. From bringing all of the team members to one place and communicating within yourself, an all-in-one messaging platform will help you in collaborating with your team. 

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### 12. Connect to your customers, wherever you’re:

Engage with your clients on the go with an easy-to-use mobile app. You can simply carry your customer interactions with you all in one place. No matter the channel of communication- such as SMS, Facebook message, or Webchat- provide a unified experience to your customers, wherever you are. 

### 13. Transform your customer experience:

Being there in all the important channels is one thing. Actively engaging with customers through all of those platforms is another. If you just concentrate on one platform or you can’t balance all of those channels together, it affects the overall customer experience. It’ll be bits and pieces but never a whole picture. Your company needs an omnichannel interaction platform to consistently engage with customers regardless of the channel they choose. Plus, an all-in-one inbox software can make your communication quicker, seamless, and impactful. Without breaking off the communication, you’ll be able to handle the chats smoothly. It’s about offering a centralised customer experience, no matter how your customer reaches you. The choice is between losing customers and gaining them. 

If you decide to go for an all-in-one inbox to offer excellent customer support, check out **Cloodot**. Choosing **Cloodot** will help you to stay on top, ahead of your competitors. By partnering up with **Cloodot**, you can offer a seamless customer experience, effortlessly. You can rest assured that you’re going to gain more customers and build a good reputation. It's about time to centralize customer interactions and keep going ahead with the demands of your customers. That's exactly what **Cloodot** is offering you. 

See for yourself how **Cloodot** has transformed the customer experience of Indus Go and Indus Motors.

[***Download case study*** ](https://hubs.ly/H0V7R1t0)

[](https://hubs.ly/H0V7R1t0)

Why customer engagement strategy matters and what are the important steps to create a customer interaction strategy 

Create a Customer Engagement Strategy for Automotive Business


#### Why you need a customer engagement strategy for your automotive business

“The more you engage with the customers, the clearer things become and the easier it is to determine what you should to be doing”

- John Russel, President of Harley Davidson

Do you know what’s your biggest strength as a business owner? Don’t think twice before you say it’s your customers. Especially, an automotive dealer must be well aware of the importance of retaining the customers to keep moving. Every leading automotive business firm may tell you the same- about how their loyal customers made them successful. The trick is making your customers come back to you over and over again. But, what makes them come back like that? The answer lies in how you interact with your customers.

A customer engagement strategy sets you apart from your competitors. Customers value their overall experience. Your success depends upon the quality of your customer interaction, more than the quality of your automobile product or service. It is an important factor that influences the purchasing decision of customers. Given that, how to approach customer interaction is what troubles most of the automotive industries, as well as other brands.

###### Customer interaction vs Customer experience

You may have a question here- Is customer engagement the same as customer experience? Yes and no. They are not entirely the same, but customer engagement- among other things- contribute greatly to the customer experience as a whole. Simply putting, how well you communicate with them is going to decide whether you win the purchase or not. Yes, it’s about the money. But at the same time, it’s also about the happiness and satisfaction of your customers. Businesses having a strong customer engagement strategy are more likely to attract more customers. Let’s see how we can crack this.

###### What’s it all about? 

What is customer interaction? Basically, it is continuously communicating with customers through multiple channels. Customer engagement is essential in building a better relationship with customers.In most of the cases, it begins earlier in the customer journey, from the moment one person considers buying a product. It sometimes extends beyond the purchase, deepening the relationship and making them repeated customers. Your potential consumers may be reading the content you’ve published, or messaging you through social media. Whatever the instance is, connecting to them and instantaneously interacting is what counts as your merit. Customers who have engaged with you continuously will come back to you for sure. The aim of consumer interaction is to create long lasting relationships with loyal customers who recommend and promote you more.

###### Why it matters 

No matter which business you own, how you interact with your customers matters. It acts as a force not only to win new customers, but also to retain existing ones. You know the story doesn’t end once you secure an automotive deal. The hardest challenge that can come your way as an automotive industry may be retaining customers. The quality of the automobile or other service is one thing; Along with that, building a strong relationship with customers makes them choose you again. Let’s see why it must be your top priority to create a seamless omnichannel experience. The advantages are many as follows:

- It’s about creating a deep and long lasting relationship with your customers, even after purchase
- Engaging with customers conveys the value you affix to them
- It influences purchase decisions
- Provides you with feedback and insight to make yourself better
- Building good reputation- increasing credibility and trust of your brand
- Providing customers with updated information and useful details about your business
- Makes your business customer centric
- Providing unique customer experience
- Earning customer loyalty - loyal customers are your unpaid brand ambassedors. They advertise your product or service and recommend them to others.
- Winning more customers
- Increasing revenue- Researches say that upto two-thirds of a company’s profit relies upon customer engagement. Customer engagement is the no.1 factor influencing customers to purchase a product or service. Improving your customer interaction thus leads to increasing your profit.
- Increasing customer retention rates
- Staying ahead of competitors
- Avoid losing customers

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###### Towards a customer engagement strategy

- Understand your customers- Who are your customers? What are their interests and expectations? To design a customer engagement strategy, you’ve to know your customers. This can help you to create a target customer profile and implement strategies to communicate effectively. Regular interaction with your customers can tell you more about what they want and expect. Personalised channels can set you and them at ease to communicate problems and possible solutions. That’s why seamless interaction facilitated by tools like Cloodot can change the face of your business.
- Track customer journey- according to IDC, “ the buyer journey is nothing more than a series of questions that must be answered”. Knowing in which stage of the journey they are can help you in determining your approach. Converting customers takes a great deal of attention and it’s important to know their status as a customer. Also, ask yourself what made them choose you. Pay attention to how they connected with you and how they came to know about you.
- Collaborate with your team- you’re not doing this alone. All the team members need to be on the same page to deliver excellent customer support. Proper communication between the team members is crucial to avoid confusions. Moreover, isn’t it better to have a lot more different ideas and perspectives?
- Making use of social media- In a time when there are literally a few people who don’t use social media, sites like Facebook, Instagram and LinkedIn can be used to reach out to your target audience. They offer infinite possibilities from making interesting and informative content to interacting in real-time. These engagements make you updated about their changing expectations, trends and needs.
- First impression- yes, it decides whether the customer stays with you or not. From designing your website in a way that attracts them to the real-time interaction, you’ve to focus on capturing their attention and keep it going. Tools like Cloodot help businesses to make first impression count.
- Be there on multiple platforms- To reach out to customers anytime and anywhere, you’ve to be there on every social media site and other platforms. As an automotive dealer, it’s also important to be present in the popular car review sites. Now, there are infinite possibilities to connect to customers and you’ve to make the most of it. Also, centralise your customer interactions from these different sites by making use of software like Cloodot.
- Observe customer behaviour- to understand what they need from you, you’ve to examine their behaviour through real-time interaction. Analytics provided by Cloodot can help you to evaluate your own performance and make positive changes.
- Be updated- a little bit about timely changes- by analysing your performance from time to time, you’ve to fix where you’d gone wrong before. As everything is constantly updated, you also have to run along.
- Offer personalized experience- In these times when everyone gets everything tailor made for their interests, you’ve to offer a unique experience to fit your customer.
- Feedback and followup- your job is not completely over when the service is done or product is purchased. Customer feedback is a valuable asset to you. Collect reviews and ratings of their experience. They’ll help you to figure out what works and what does not. Not only that, engage with them to follow up and address the issues they are facing. Yes, they have to be confident that you won’t abandon them once your pockets are filled. In the long run, the relationships you make will be of great use to you.
- Improve your customer service- you need strong customer service to back you up. Think about a pleasant and personalised support system where customers can effortlessly raise their problems and you can discuss whatever you can do to solve them. If they see you as friendly and warm, the chances to win their hearts and wallet are higher. You can do this without losing your professionalism. Take care of your customers and their needs and the rest is assured. You don’t even have to exhaust yourself with that if you’ve partnered up with Cloodot. Want to learn more?
- Increasing your online visibility - No matter what kind of business you own, increasing your online visibility must be your first priority to win more customers. If you’re an automobile dealer, make sure that you’re there in popular third party review sites such as CarFax, Cars.com, Edmunds etc. according to the 2016 Car Buyer Journey survey, 78% of the people shopping for cars use third-party sites and spend 60% of their time using these websites or apps to research during their car buying process.
- Claim your business and update relevant information - Creating an account on Google My Business and verifying your business is important for every business. Make sure that the information on your Google My Business profile is up-to-date and accurate. This way, customers looking for your product/service can easily locate you and get in touch with you. Besides, a claimed business account is going to get you more customers ( check out our blog on how and why to verify your Google My Business profile to learn more.) - it’s always better to have such an account in every important platform, whether it is Facebook or Google My Business. Publishing relevant information is especially important in these times of the pandemic. It also helps you to establish your authenticity. It’s quite natural that the customers tend to choose businesses which have the most ratings, reviews and authentic information. Plus, you have to be present in as many websites as possible to make it convenient for your customers to connect to you in the platform of their choice.
- Collect more reviews and respond to them - Now, about the review part. The number of reviews you have and how frequently you get them is crucial when it comes to search engines like Google. It’s not only about collecting reviews, it’s about responding to them promptly. They stand as the proof of your credibility and authenticity. Want to know more about how reviews can help you to grow your business? Check out our article/ebook here.

Customer engagement cannot be transformed in a day. It takes time and effort to develop and implement customer engagement strategies and solutions. It’s a journey rather than a destination and you’ve to go forward by perfecting your approaches and strategies. With greater focus on customer engagement, you can increase your reputation and create lasting impact on your customers. Cloodot can help you a lot in this journey by creating an omnichannel interaction platform. Check out our website to learn more and get started today.


Why customer experience is important and how to focus on customer experience to grow your business 

Focus on Customer Experience to Grow Your Business 


###### *What is customer experience? Why is it important? How to improve the digital experience of customers? All your questions answered.* 

Customer behavior and expectations have transformed greatly during these couple of years. As the pandemic also changed the trends considerably, more focus must be given to enhancing digital experience. Customer experience includes all the interactions you have with a customer including customer services. It’s the overall experience a customer has communicating with you in all the stages of their buyer journey.

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You have to remember that each conversation with the customer is important as it directly influences your revenue, reputation and much more. We’re not talking about just the purchase decision of a particular customer, but about retaining customers and creating loyal, repeated customers by building a long lasting relationship with them. Customer experience (CX) decides the outlook of your business and attracts much more customers to your brand. Yes, you’ve quality products and services. But, that’s not all. To stand out from the crowd, you need more than that. You need to interact with your customers and create lasting impact on them. You need to stay ahead of the competitors by connecting and reaching out to your strongest powerhouse, customers. So, why not read an article to see how and why to do that?

## Personalization is the key

If you sound like someone who talks to a bunch of strangers in a cold, dull way, do you think anyone would be willing to talk to you? Addressing the person we’re talking to is the first thing you’ve to do in 1:1 conversation. Customers must feel that they’re validated and acknowledged and you’ve to connect to them individually in their terms and comforts.

Personalizing your client interactions is about treating your clients with special attention by offering them unique client experiences. The customers of this new era prefer tailor-made experiences that suit them. In other words, customers value this buyer experience even over the price.

What you’ve to do is to collect their personal information (of course, from those who are willing to) to deliver as much personal experience as possible. Understanding your target audience better will come to help you here. Create buyer personas that fit your target audience and design your interactions based on them. You can also exchange e-books, email courses or other exclusive content to collect personal information. By crafting emails and other conversations based on the customer, you can connect with them effortlessly. Design these tailor made content by segmenting your target audience. Based on their personal interests, fill it with advantages and offers that make them feel that it’s made just for them. Whatever you’re saying, it must be relatable to them and relevant to their personal interests and/or position.

Next thing to consider is the point of their customer journey. You’ve to decide your approach based on which point of the buyer journey they’re at. You can even advance your interactions by recommending them contents and products that suit their interests. Your goal is to create a wholesome experience for your customers to make them come back.

## Deliver excellent customer service

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Customer service is the core of customer experience. Delivering timely and quality service must always be your top priority. As our technology is so advanced that we expect everything to be instantaneous, your response also has to be so. Customer support is not something you offer only when there’s a problem with your product, but it’s a significant factor right from the beginning. You’ve to answer their queries and communicate with them throughout the buyer’s journey. Most importantly, you must respond as quickly as possible. Keeping track of all those conversations and replying to them on time may seem like a Himalayan task to you right now. But, it’s so much easier with a customer interaction management tool like Cloodot.

Post-purchase services you offer give way to an increased number of loyal customers as it shows the value you give to them. Even though the purchase is done and you’ve got the money, it’s not the end. You’ve to be there for them to provide support when they need it. Addressing grievances of customers is also an important part of customer service. You have to be reliable and responsible so that customers can have confidence in you. In short, a responsible customer support team- that’s

That doesn’t mean you’ve to peel your eyes off staring at the screen 24 hours a day. Automatic messaging can answer your customers instantaneously. A chatbot too can be of great help to you. With the help of artificial intelligence, you can ensure that the customer’s concerns are addressed for the time being. It gives immediate attention to every customer, providing useful information to them. Ofcourse, you can’t leave everything to it as conversations like these require human intelligence. Whatever service you offer, make sure that you communicate in a direct, empathetic manner.

Customer satisfaction must be your top priority as a business. Real-time, instantaneous communication is what’s most important when it comes to customer satisfaction. This one-to-one interaction can enhance the customer experience.

## Creating a seamless, omnichannel experience

To adapt to the changing expectations and needs of the customer, you’ve to switch to a frictionless, omnichannel experience. Personalised, automated and instantaneous communication meets the expectations of the customers looking for personal attention and support. Automated messaging based on frequently asked questions can help you greatly to interact with them real-time. Plus, one-to-one personalized communication boosts their confidence and adds to the best customer experience you provide.

Be there in every possible avenue of interaction, available anytime. From social media sites to exclusive review sites of your particular product or service, you have to make sure customers can reach out to you anywhere. Social media offers a comfortable and personalized space to interact freely while review sites and others provide user generated content which can appeal directly to your potential customers. You can get in touch with them through these multiple channels of communication from webchat to text messages. These infinite possibilities help you to provide high attention buying experience right where they spend most of their time- their mobile phones. In these times- as the pandemic made us spend more time at our homes- they can feel more at ease to interact with you during their customer journey while sitting within the comforts of their homes. This is the time when we realized that customer experience is not only about the physical experience of shopping for something. But it’s also about the digital experience and much greater possibilities that it opens.

## How Cloodot can help you to create top-notch customer experience

The difference between the ordinary businesses and the remarkable ones lies in the quality of customer services that they provide. Customer experience thus plays a greater role in creating success stories. That’s why offering a delightful and unique experience counts as a trump card of any business. It’s your chance to increase reputation, create lasting relationships and attract many more customers. What’s more- this will help you to stay ahead of your competitors.

Today, it is a must for businesses to pay more attention to customer experience. By making use of a variety of platforms, you can cater to the needs of customers effectively. But, this can be quite exhausting to manage, as you’ve to take care of many other issues at the same time too. If you’re looking for something to do this with ease, Cloodot will come in handy. Cloodot is a customer experience management software which offers CX tools to create an omnichannel experience. The multi-channel inbox brings all conversations and reviews to a single platform. Read on to learn more about how we can help you create a seamless experience.

### Engage with customers easily and effectively

Cloodot creates a seamless omnichannel experience by bringing conversations and reviews from multiple social media platforms and sites to one centralized inbox. By providing tools to facilitate a personalized one-to-one interaction, Cloodot helps you to interact with customers in a meaningful way. By centralizing all these interactions, it becomes easier for your employees and customers to engage conveniently. Since your employees don’t have to spend long hours switching between platforms, they can save time and effort considerably. The mobile app can help you to handle the interactions no matter where you are. Interacting with your customers in platforms like Facebook, Google My Business and text messaging can be made effortless with just one app.

### Communicate and collaborate with your team 

![](/public/images/pexels-monstera-9432951.jpg)

It’s hard for everyone on your team to stay on the same page if interactions are not centralized. Cloodot provides a space for you to communicate among yourselves to stay updated. Assigning conversations and interactions to a particular person in your team can help you to handle each engagement with special attention and care. With Cloodot, you can see the whole picture by referring to the context of each communication. The history and context of these conversations can help you to analyze the interaction and communicate further updates through custom notes. These custom notes can also be a great relief to customers as they don’t have to repeat the same information again and again. By bringing all your team members together to a centralized platform, you can collaborate in a better way and work as a team to deliver top-notch customer experience.

### Redefine review collection and make use of real-time feedback 

[Cloodot](https://www.cloodot.com/) makes it easy to collect reviews with pre-prepared templates just in the right time. It makes it easier for your customers to leave a review at their convenience. Plus, it’s also about real-time feedback which can give you business insights. Creating personalized templates prompting customers to share their feedback and experience is a lot easier with Cloodot. Analyzing their responses, you can make changes in your approach and ultimately, improve the overall experience. There’s no one who can tell you how to achieve excellent customer experience other than your customers themselves. Real-time feedback gives you immediate signals to change or improve your strategies of interaction. Within a short time, you can take actions necessary to mend mistakes, without causing much damage.

### Monitor performance using analytics 

![](/public/images/pexels-lukas-669610.jpg)

Using the detailed data provided by [Cloodot](https://www.cloodot.com/), you can easily analyse the trends in customer behaviour and responses. This can also help you to fix issues in your engagement and thus improving the performance. Self-evaluation is the best way to grow and it’s true in businesses too. With the in-depth report of your performance and visualized data, you can form insights to help you in taking meaningful actions. Customer experience is a journey. It has to be carried out by mending mistakes and making yourself better. Along with this, the tool provides you the system to monitor the performance of your employees and thus making them better in delivering excellent customer support. So, it’s about recognizing the issues the customers are facing and taking actions immediately.

#### It’s your turn 

##### _Want to redefine your customer experience? Get started with [Cloodot](https://www.cloodot.com/) today._


How to handle negative reviews and how to make use of them for a positive change. 

Making positive changes with negative reviews

## **Why do we say negative reviews are useful and how to make use of bad reviews?**

> “Bad service. Low-quality product. I would never recommend this.”

Every one of us may have experienced this blow of **negative reviews**. Imagine a stranger who walks against us in the street shouting, “you are a bad person!” to our face! We may get hurt, cry, feel down, or be annoyed.We may end up shouting back at the stranger the first insulting words from the top of our head or we may just walk away, carrying the pang.

Well, we don’t have to imagine a customer (and sometimes, many of them) telling the public that our service/product is bad. That happens. Along with good reviews praising us, We’ll receive the negative ones too.

As we said in the first case, we may take this personally and may get hurt. We may delete the review altogether instead of responding to it. What’s worse, we may react the same way.

![](/public/images/pexels-moose-photos-1587014.jpg)

But, are bad reviews that bad? Is there any way we can make use of these reviews to improve the business? In fact, there is. Negative reviews are many times better than positive ones if we have the heart to accept criticism and a will to learn from mistakes.

Still, You may have trouble dealing with the question, how to respond to bad reviews on Google and/or social media. Customer review is the most important factor in your online ranking. You must take care while responding to negative reviews. Don’t worry, we’ll tell you how.

## Bad reviews don’t define your business.

I admit it’s not very easy for us to take criticism lightly. However, we’ll have to remember however hard we try, we can’t be perfect. We’ll have flaws and that’s okay. The most important thing is, these bad reviews don’t define your business, just like your past flaws don’t define who you’re today.

To make them our ‘past’ mistakes, of course, we’ll have to get past them. Know that admitting our mistakes is the first step to improvement. It’s all about learning from our mistakes and becoming better.

Ultimately, as you overcome your weaknesses, you’ll avoid bad reviews in the future.

## Negative reviews aren’t that negative.

Imagine that we pay attention to good reviews alone. Eventually, we will assume that we are the perfect business without flaws. We may never notice our shortcomings before they will seriously damage our business.

**Negative reviews** just make us aware of our mistakes or shortcomings. They tell us where we’ve gone wrong and what we’ve to care more about.

It’s our turn then to realize these issues and take positive steps to solve them. Take each of those reviews as an insight into your weak spots. The next thing to do is to think about ways to fix that fault. Call your whole team and work together to right a wrong.

## Why deleting a bad review is not a great idea.

Let’s face the truth. It’s not easy to remove a bad review. In some cases, it’s impossible to do so. Talking about Google, the legitimacy of the business matters most. Google values honest feedback from customers. So, we can’t just remove a review if we’re not happy with it. Besides, what’s the point of review sites if we choose to show only our good side?

If your review sites are all loaded with reviews appreciating you and not even pointing out a single problem, the customers may get suspicious. It may seem artificial and fake, thus inverting the effect of good reviews. Yes, the ‘too good to be true’ logic always pops up in our mind.

## Getting rid of bad reviews.

However positive bad reviews can turn out to be, our ultimate aim is to avoid them. We must set a goal to get rid of bad reviews altogether, though it’s not possible. Getting rid of them does not mean you’ve to delete or remove them. We have to deal with them to mitigate the damage they’ve done.

By facing the issue and taking positive actions to change them, we have to make sure we don’t receive the same kind of bad review again. Of course, when we fix one problem, another will come up. Take this as a journey to perfection. We may not be able to stop bad reviews completely, but we become better on the way.

The best way to project your positive reviews over negative ones is just getting more good reviews. As you get more good reviews one after another, negative ones will automatically be pushed down to the bottom of the list. Using tools like Cloodot can help you to gain more reviews like this easily.

Note that you’ll have to focus on responding to the review and solving the issue rather than turning them down.

## Your response matters.

It’s always better to respond to the review in question.

Remember that your potential customers will go through negative reviews as well. What is going to assure them about you is how you respond to the negative reviews or whether you choose to respond at all.

![](/public/images/pexels-karolina-grabowska-5239913.jpg)

The choice is yours- to respond to them maturely or to avoid them altogether. Answering the concerns of the reviewer is not only going to help you in winning back their trust, but also it will boost the confidence of potential customers in you. In other words, you can make amends with unhappy customers and show prospective clients that you’re trustworthy and responsible.

Your response to the negative reviews talks volumes about you. It displays your ability to deal with the issue and to offer solutions. It highlights your earnest desire to improve and to address the problems of your customers.

## How to respond to negative reviews?

We’ve seen the ‘why’ part. Let’s deal with the ‘how’ question now. You need to respond in a way that your customer feels acknowledged. Ideally, your response must prompt them to change their attitude towards you. First, you need to keep in mind these before you respond.

**Be calm**: though it may seem hard, it’s not impossible. Being emotional about the review can affect your response and thereby your reputation.

**Don’t take it personally**: It may seem like a personal attack to you. But, understand that it’s not. The customers most probably record the problem they have encountered. Though none of us are enthusiastic about criticism, let’s understand that it is not directed at us but to a shortcoming of our business.

**Face the problem**: Whatever the problem is, you have to face it. We can’t always run away from our problems. It’s now or never.

**Be sincere**: whether you’re apologizing or admitting your mistake, be sincere about it. The last thing your customers want is a hollow response.

**Find the right person to respond**: Every negative review is different and therefore must be treated differently. Finding the perfect person to address the issue is the key to producing the best response to a negative review. With tools like Cloodot, you can easily assign a conversation or review to anyone on your team.

**Correct respectfully if they’re wrong**: You cannot acknowledge your mistake if they’re groundless. Some customers may write wrong feedback too. Gently correct them and clear the misunderstanding.

**Pay attention to the actual problem**: Some customers may rant about anything and everything. We’ll have to pinpoint the issue and think about possible solutions. Set aside the phrases showing the emotions and dig deeper to get to the point. If they’ve just made some vague statements, you can calmly enquire about the issue they’re concerned with.

**Don’t defend yourself**: It’s not about proving who is right. When it comes to negative reviews, it’s always safer to stand in the ‘customer is always right’ position. Even slightly defensive notes can appear childish and can ruin your whole response. Keep in mind that your response is the reflection of your business. Denials and justifications can only help to make the conflict worse.

**Respond as quickly as possible**: Responding to the review after a long time won’t do any good at all. It’s always better to address the issue ASAP. But, however hard you try, you still may miss reviews. That’s when an all-in-one messaging and review management tool like Cloodot comes in handy. This way, you’ll stay updated about all the recent reviews and you can immediately respond to them.

Finally, let’s get to the ‘how to reply to bad reviews’ question. When you respond, you should:

* **Apologize**:

Acknowledging your mistake and sincerely apologizing are the first things you’ve to do. Saying sorry can make a lot of difference. It may even influence the unhappy customer and alter their sentiment. A simple sorry has the power to change the opinion of someone about you.

* **Appreciate their effort**:

No matter how terrible the review is, you just have to thank them for taking the trouble of writing a review. You may think thanking them is not reasonable, but it can also impact their attitude towards you and make them rethink their own words. So, appreciate them for letting you know the problem they’re facing.

* **Address their concerns**:

This is when we actually get to the issue and acknowledge the problem they’ve raised. If you’re considerate of their anxieties and concerns, it can do a great deal in restoring their loyalty.

* **Offer a solution**:

Now, you’ll offer them the solutions we’ve thought about. For this, brainstorm with your team quickly and try to come up with the best possible solution.

* **Take the conversation to a next level**:

  ![](/public/images/pexels-anna-shvets-3727469.jpg)

After suggesting a solution, offer the customer a private call where you can discuss the issue further. This willingness to take effort from your part can impact them and they may even decide to delete the review( but, don’t expect this).

*Next time you receive a bad review, smile to yourself that you perfectly know how to deal with the negative reviews. Though it may sound absurd, laughing at negative reviews can help a lot. Remind yourself of the positives of negative reviews and respond to them carefully. While taking them lightly, bear in mind the seriousness of the issue and take special care to fix them. After all, value negative reviews as constructive criticism and take them as an opportunity to improve and grow.*

Reviews are the most important ingredient for the success of your business -you may have heard this statement in many shapes and sizes.

Online reviews for growing your business

Reviews are the most important ingredient for the success of your business -you may have heard this statement in many shapes and sizes. And yes, you already know the importance of online reviews and how they are going to help you. But, did anybody tell you how exactly reviews are going to help you in growing your business? If not, this article is for you. From influencing customer’s decisions to ranking on top of search results, we’re going to list the perks of getting more reviews. Wait, there’s more- we will also tell you the best way to manage online reviews on your road to success. Here we go:

### Why are reviews important

Let’s see why reviews are important. Here are a few benefits of online reviews:

A great form of advertisement – The first thing first- good customer reviews are going to be the best advertisement you can have. What will attract a person considering your product or service than other people applauding your brand? More customer ratings and reviews you’ve got, more people will start to flow to your business. It's mass psychology that’s at work here, as people are more interested in using the ‘popular’ product or service. As more people find that you’re the favorite of many, they naturally prefer you to your competitors and as you guessed it, your business will automatically grow.

* ###### Influence customer’s decision: the key to convert -

You know for sure that customers will go through all your reviews before making a choice. For a confused person, positive reviews offer assurance that they’re making the right choice. Besides, customers are more likely to believe what others who bought the product have to say than what you have to say. Even if there are negative reviews, your commitment and responsibility will be properly highlighted by replying to them in the right way. Need to know more about making use of negative reviews? Check out our article on turning negative reviews to your merit here.

* ###### Get on top of search results-

Google ranks your business based on the credibility and authenticity of your business. How many customer reviews you get and how often you get them are crucial when it comes to evaluating your authenticity. It goes without saying that getting on top of search results increases your online visibility and thereby attracts more customers.

* ###### Get to know if your customers are satisfied-

Online customer reviews tell you a lot about how your customers are feeling about your product or service. It’s a great way to understand customer satisfaction and disappointments. Negative reviews offer a chance to recognize our shortcomings and can be used as fuel for improvement and growth. Knowing our customers is inevitable while running a business. Online product review not only gives you feedback on the product, but also helps you to evaluate your customer support. Plus, a heartfelt review of a customer can light up your day. You’ve to learn to deal with the negative reviews along the way too.

* ###### Evaluate your own performance (your team’s too)

You know how crucial self-evaluation is, especially when it’s about business. By evaluating online customer ratings and reviews, you’ll get a picture of yourself and how you can get better. Performance analysis plays a major role in making better decisions. Successful brands use tools like Cloodot to access visualized analysis of performance based on online interactions. Cloodot also offers a detailed report of your performance sent out to you.

## How to get more reviews?

That’s all about how best reviews are for your business. Now, it's time for the ‘how’ question.

Now that you actually appreciate the importance of reviews, the next question is about the best way to make use of online reviews. Managing online reviews include:

* Request reviews in a convenient way
* Share the reviews through social media
* Engaging with every single review
* Create a space to leave a review across platforms
* Responding to them promptly
* Identifying your shortcomings and making improvements
* Evaluating performance

See in detail about using online reviews to grow your brand and leverage revenue, in our e-book on growing business with reviews.

Managing reviews across multiple platforms can be both tricky and tiresome. Cloodot makes asking for reviews, collecting them, and responding much easier. With an all-in-one inbox suite like Cloodot, you can find your reviews on multiple channels in one inbox. You can thus navigate through them and respond to them with convenience. Forget about the time-consuming online review collection and say hello to super-easy, single-click review requests. By keeping track of every message and review across platforms, your team can develop an excellent customer support system. Reviews are your stepping stones in creating a good online reputation. Cloodot is here to help you make your journey to a good reputation much smoother and effortless. Start with us today.

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