SOCi, Inc., the leader in social media and reputation management for multi-location brands, today announced the launch of its new mobile app SOCi Go, allowing both corporate and local representatives of multi-location brands to leverage the company’s award-winning social and reputation management software from the palm of their hand. The app addresses the needs of today’s business environment, which requires workers to be constantly connected.
Today, brands are under increasing pressure to not only be present across a growing number of consumer search, social, and review sites such as Facebook, Google My Business, and Yelp, but also be actively engaged in the real-time conversations, questions, and reviews taking place there. In fact, the latest research found that 75% of customers who post a critical review expect to hear back from the brand; 40% want a response within 24 hours. This pressure is exponential for multi-location brands who manage hundreds, sometimes thousands, of pages and conversations.
SOCi Go was developed to help both corporate and local brand representatives quickly access these critical conversations as they happen, allowing users to react and respond to customer feedback—no matter where it’s happening—in real-time. In addition, the app provides access to the most important features of the SOCi platform mobile optimized for speed and efficiency including creating and scheduling localized content and monitoring data and analytics in just a few clicks. With the app, brands can improve their feedback response time, increasing customer conversions, ongoing loyalty, posting, and engagement—all vital ingredients for a healthy and successful highly-visible digital brand.
“SOCi Go delivers the power of the SOCi platform in an easy-to-use mobile interface, allowing busy franchisees, regional managers, and individual business owners to respond to customers and publish content anywhere they are,” said Alo Sarv, CTO and co-founder of SOCi. “Customer engagement doesn’t end because your social media team is out of the office. As more customers engage with brands on social media and local review sites, it has become increasingly important for brands to be able to manage those conversations on the go.”
To emphasize the growing importance of social conversations and reviews on consumer purchase decisions, SOCi conducted a consumer survey—in partnership with the Local Search Association—which found that online reviews are the top information that influences purchase decisions. In fact, in selecting a location to visit, review information trumped a convenient location three-to-one. Reviews have become so vital to the customer journey that 48% of respondents claim they wouldn’t even consider a business if it didn’t have any ratings or reviews. If reviews are addressed quickly and appropriately, businesses can avoid those losses—the research found that nearly 90% of reviewers would change a negative comment if their problem was appropriately addressed in a timely manner.