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How Customer Service Impacts SEO

Posted on 11.26.2015

Customer service – whether it be in-stores, online or over the phone – can have a much bigger impact on a brand’s search engine optimization (SEO) efforts than one might think.

Although SEO initiatives are typically tied to website content, brands can also be impacted by related content that is generated during a relevant search, such as real-time social updates and local reviews. What’s more, this type of content can be very influential, as it is widely acknowledged that customers look to peer reviews when making a purchasing decision.

This is why everyone in a company must be aware of how their department can impact a brand’s overall SEO efforts – including customer service representatives. Learn more about how customer service can impact SEO below:

Online Reviews

There is nothing that motivates a customer to write an online review faster than a bad customer service experience. After all, if a customer is spending their money with a brand and has a bad experience either in-store, on the phone or online, they are going to want to share their grievances and encourage other consumers not to make the same mistake. Because of this, it is important that every service representative uses best practices when dealing with customer issues. In doing so, representatives can minimize online complaints and negative reviews.

In addition to training customer service agents on how to respond to customer issues, brands can monitor and reply to reviews on some platforms, such as Yelp. By doing this, business owners can make an effort to resolve customer issues in the public eye, which shows other consumers the business cares about its relationship with all of its customers.  

Real-Time Social

Aside from review sites, some customers go straight to social with their complaints. This can damage a brand’s reputation because Google generates real-time tweets for relevant search queries as well as displays brands’ Facebook ratings in the search engine result pages (SERPs).

The real-time nature of the Web is just another reason why brands should ensure that customer service representatives across all channels do their best to resolve customer problems efficiently and effectively. In addition, brands can leverage solutions like TouchSocial or Conversocial to service customers on social channels like Facebook and Twitter to resolve issues quickly and publicly.

Website Authority

Last but not least, brands should keep in mind that Google’s search ranking algorithm takes things like time on site and bounce rates into consideration, which is another benefit of live chat. After all, a customer who can’t find what he or she wants on a website is likely to leave, but a live chat agent can help to remedy this problem by pointing the customer in the right direction. This prevents the customer from bouncing and increases the time the customer spends on the website – both of which are positive signals to send to Google.

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