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Check out how we used our proprietary AI/ NLP based social listening and market research technology, GenY Labs, to help a leading hospital brand monitor mentions, provide customer service and react to crises in real time. The listening capabilities were supplemented by a strong ERP to escalate issues to various SPOCS and reduce the TAT to less than few hours for complex patient queries.

Online Reputation Management

Your brand’s reputation is our responsibility

Online Reputation Management (ORM) essentially means taking control of the online conversation around your brand so that people find the right materials when they look you up on the internet. Our proprietary ReputeProTM is an artificial intelligence based tool which helps find all your brand mentions and automatically categorize those as positive, negative or neutral. Our response services keeps the dialogue & buzz going.

Lasting impressions about your brand are made based on the buzz around the brand, either positive or negative. Several brands have done very well because of the generally positive buzz about it in social networks, forums, review boards etc. In contrast there are several brands who have suffered irreparable damage due to a negative buzz about your brand which spread out virally. Our technology and the service around it helps keep a tab on the buzz, respond to it in time and keep the conversation with your fans going.

How do we measure buzz ?

Introducing ReputeProTM, a proprietary ORM tool designed to collate all the buzz for your brand or brand related keyword and capable to sorting the buzz based on sentiment. The algorithm is based on artificial intelligence, which means it keeps learning how to bucket a given comment or review as positive, negative or neutral more accurately as it trains on sample data.

What does it all mean? Brand managers can get the analytics on 95% of all the buzz, by source and by sentiment and over time. In short, as a brand manager you’d have all the top level data on how the buzz around your brand is shaping. Want to get into detail? Sure! You can drill into all the buzz, the date when the comment or review went online and who made it.

Responding to the buzz

Today’s communication is dynamic and a two-way dialogue. The brand needs to fend for itself as well as appreciate and encourage its fans and followers. Our response team uses ReputeProTM to monitor the buzz and respond to it within a very short span of time. This helps reciprocate the love of your brand’s fans as well as douse fires raging against your brand in time.

For effective ORM, responding to each and every comment on your brand is ideal. Our technology and response service allows you to do so. With every response, your fans will love you more and those who have complaints will reconsider their opinion.

Mining the buzz

Our social listening capabilities allow us to mine the buzz to uncover insights which are otherwise lost in the noise of social media. We understand the trend on % positive and negative buzz versus the overall buzz and how is the overall buzz volume changing over time. Visual representation shows what the buzz words for your brand and provides indications on the root cause of surges in different sentiments for your brand.

How do we enhance reputation?

For us reputation is a relative race between the positive and the negative. Our assessment of the state of the buzz gives us exactly the goals on how to enhance the positive buzz. These could be done through positive brand campaigns, promotions, brand advocacy measures, loyalty rewards amongst a host of other measures. Our competencies include all of these, enabling us to help enhance your online reputation as needed.

How AI/NLP based “Voice of the Customer” Technology helped a leading hospital brand manage crisis We used our proprietary social listening and market research tool for a leading hospital brand to monitor mentions, provide customer service and react to crises in real time The Brand The brand is Asia’s largest healthcare services provider. Founded in.

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