Complete ORM Guide with Customer Experience Management Tools

The current statistical analysis confirms that a total of 5.03 billion people have access to the internet across the globe. This figure represents 63.1 percent of the world’s population. 

The surge of internet users has made it mandatory for companies to have a smart online presence to capture great customer growth. Companies get help from different management tools to keep the business running smoothly. These include social media chatbots, social media management tools, omnichannel solution providers, etc. 

Online response management, or ORM, is a term used in digital marketing to describe a management tool that enables a firm to successfully manage its online image and reputation. 

The digital era has made online brand reputation a significant component of a business since it plays a major role in elevating the customer experience.

Table of Contents

What Is ORM?

If you want to grow your business online, it is mandatory to give close attention to leveraging the brand’s online image and appearance. This entails concentrating on social media sites like Facebook, Instagram, and YouTube since these sites have the most potential customer traffic. 

It includes addressing and swapping out negative information about your brand posted on social media because it may hurt the reputation of your brand. Additionally, using customer reviews to solve issues effectively before they diminish the brand’s reputation is also important to growing your business. Replying to customers with honesty and enthusiasm while adhering to brand guidelines is also a crucial part of ORM. 

ORM is a perfect approach to perform these tasks boosting the brand’s online image. 

What Is the Role of ORM in Making Digital Marketing Successful?

One of the primary goals of making a digital marketing approach successful is to increase customers’ trust in a particular brand. ORM helps in building customers’ trust by maintaining a brand’s reputation.

Here is a glimpse of the things that ORM maintains to make a digital marketing approach successful:

  • ORM helps in strategizing the right kind of digital marketing approach to tracking and enhancing online perceptions of your company as per customer views.
  • Digital marketing aims to reach potential customers by employing the right strategies. ORM enables companies to establish positive online relationships with potential clients. This helps to make the digital marketing strategy even more successful.
  • ORM aids in maintaining the customer service experience of a brand to make its digital marketing strategy successful by creating a trustworthy brand image.

How Can We Improve ORM?

Here are a few tips to help you improve ORM to handle and control the consequence of negative reviews of your business-

  • Try to create an impactful online presence for your brand.
  • Pay equal attention to every social media account to ensure that people are getting engaging product-related content about your business. 
  • Encourage happy customers to review your products along with addressing the negative comments your business gets by apologizing or taking an actionable step. 
  • Refrain from participating in online arguments.

How Is It Possible to Improve Customer Experience Through ORM?

Any company that wants to establish a strong presence in the online medium invests in online response management techniques to organize the data and gain practical insights from it. These insights work wonderfully to capture the customer experience. 

Since ORM is responsible for maintaining a brand’s online image, it directly impacts the digital customer experience. It is possible to improve customer experience through ORM by posting engaging social media content, product reviews, and product details, addressing the negative reviews, and connecting with customers to offer a meaningful solution.  

A Quick Discussion About the Best Customer Experience Management Tools to Improve ORM

Locobuzz provides a unified CX management platform to help enterprises receive empowering business insights, customer response, customer journey mapping, competitive market perspectives, and business success rates. Its new-generation management approach and online response management system transform your company by helping you prevent a crisis with the help of analytics and crisis-centric data.

Zendesk offers an end-to-end view of customer engagement across all social media and other communication channels. It boosts the customer experience, ensuring the sustainable growth of a business.

Gathering insightful customer data helps a company to do better with customer experience. Salesforce Marketing Cloud’s insightful customer data makes their customer experience tool impactful.


Recent statistical analysis shows that digital marketers have gained a 25% increase in sales by investing in ORM. This has been possible because implementing the right ORM strategies helps to do better with customer experience. ORM helps to identify the negative responses and to work with the issues involved. This leads to a better customer experience opportunity. 

Locobuzz’s online response management system can help to keep your business customer-friendly, elevating customer experiences.

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