subject: Customer Service And Serp [print this page] Any brand that is being talked about on online forums and discussion boards show up on the first few pages of the result pages generated by search engines. Call center units working for promotion and marketing of brands online depend upon these search engine results to increase their visibility. BPO writers crank out killer content that is used for content plugging in blog and article submission websites. But its not always the case that the content written by your online lead generation unit that shows up on the higher Search Engine Ranking Pages (SERPs). User generated content or the posts uploaded and marketed by users that are not hired by your brand, also show up on these SERPs. The content contained in these posts may not portray your brand in a favorable light. Yet, these results get you negative publicity that grabs eyeballs for online users.
Search engine giant Google has decided that it will not rank brands with poor customer service on higher SERPs. The logic is that the worse your inbound call center department in working, the more the number of disgruntled customers. There will be more written about your brand online. Because the volume of content generated in the backlash is sizeable, they are thrown up when users look for your brand or search for topics related to your domain. This is an unethical advantage that brands enjoy on search engines despite providing poor after-sales back-up to their customers. BPO companies have to be careful about the work they do when this system becomes a practice. Bad customer reviews will not be increasing the brands online visibility anymore.
Call center units have a defense mechanism against negative publicity. Its not that they are entirely dependent on the search engines for their sustenance. The promotion and lead generation online require systematic and method-oriented approach. There will be people who degrade your brand by publishing content that doesnt speak well of your company. You cannot stop the flow of such negative posts. What you can do is combat for space in the higher SERPs. When your BPO writers write positive content about the brand in question, your brand is suitably represented. You may ask why you would like to do that. The reason is that prospective customers often read up online reviews to decide on their purchase. If they find unflattering reviews about your brand, you will lose out on numerous customers in the long run.
The policy of Google to eradicate brands with more customer support problems will be a boon for the online sales lead generation procedures. More brands that provide ethical services to their customers will be benefited in the long run. Customers will find the best available options on the very first page of their search results. It will ease the burden on call center units to fight for space with unscrupulous service providers. Online reputation is best managed through SEO work and with the search engine algorithms favoring the process, BPO units can breathe easy about their brands.
