99%
of all buyers research an online brand before making a purchase
#smartshopping
Just like CX keeps your customers coming back, your online reputation, when properly managed, brings new customers in, attracts top talent, and puts your brand in a position of steady, stable growth.
Since this is doubly true for eCommerce businesses, it is an essential piece of our suite of services.
Get in touch
numbers:
99%
of all buyers research an online brand before making a purchase
#smartshopping
93%
of all buyers choose a brand based on their online reputation and customer reviews.
77%
of those take the time to carefully read those reviews, and don’t stop at simply looking at a brand’s average rating.
73%
of global talent check a company’s reputation before applying for a position, and roughly
69%
of those who reject a position do so because of a company’s bad reputation, even when they’re jobless.
63%
of your company’s market value is attributed to your online reputation
From brand awareness to purchase and advocacy, your online reputation affects every step in your customer’s lifecycle.
Keeping this loop strong is by far the most effective growth strategy for an eCommerce business, and the best way to do so is to invest in the one thing that keeps this wheel spinning smoothly – reputation management.
All it takes is setting up your processes to capitalize on great customer experiences, and turn them into positive reviews; while also ensuring any subpar experiences are addressed and handled quickly and properly. This just means holding your CX to high standards, and then utilizing reputation management solutions to simply reap the rewards of all that work.
Simply put, it’s a self sustained, revenue generating marketing machine comprised of a good product, a supported customer, and a request for feedback. All you need to focus on is the product, while leaving the rest to us. If this sounds too good to be true, let’s get in touch.
No matter the platform, the principle is the same – we make sure your clients share their positive experiences with the world; and through our CX services, we make sure anything short of a stellar customer experience is addressed and transformed into another positive outcome.
Get StartedFirst, we figure out how your brand is currently positioned, and talk about where we want to take it. For the most part, our process remains unchanged regardless, but your brand values and brand voice play a part in establishing the fine details.
Then, we map out all the review platforms and socials that we want to expose your brand to, and prioritize them based on a multitude of factors, including your vision for your company, the product itself, your buyer’s persona and the current state of your online reputation as a whole.
Once this is done, we decide on the tools and solutions we’d use to create a review generating process, and integrate them into your existing systems. We then reinforce the customer journey to maximize your chances of converting a positive experience into a review.
After implementing the right tools and analyzing and adjusting every customer touchpoint, we monitor the results, and iterate continuously. We strive to turn every sale into a raving review, since every raving review nudges your target audience toward a purchase.
Every buyer starts by browsing. Through that process, their awareness of your brand grows, and inches toward the ultimate decision of whether to check out or tune out, and every potential buyer will always take the word of a previous buyer into great consideration. That’s the magic of review management – by far the most effective and affordable marketing engine at your disposal.
Not every platform has a star-rating system, but for those that do, this has been the average result we’ve achieved for our portfolio of clients:
These results, coupled with a healthy customer engagement on instagram, reddit, X, TikTok and other social media platforms, yield a staggering increase in shop visits from said platforms. These are the website metrics directly linked to our work for our clients – the before and after:
visitors
visitors
visitors
We can’t take full credit for this boost in sales, but we can safely take half 😌
With a well-managed reputation and the resulting stellar reviews, your shop will see more visitors or, better put, more potential shoppers.
So, we can move on to making sure your shop is set for a smooth buying process and maximum conversion, through our
shop management service.
morph specializes in providing a range of services to eCommerce businesses, including Customer Service, Reputation Management, Shop Management and Operational Support; as well as specialized eCommerce roles in areas such as Marketing, Graphic Design, Web Design, Web Development, Project Management, Product Management etc.
At morph, we take great pride in our ability to hire and retain top talent, and in our ability to become a valuable asset to your brand. We take an unparalleled amount of ownership over each of our agents and our overall performance. We have never lost a client, and have kept our employee retention rate at 97% throughout the 10 years of our existence – and our online reputation across various platforms like Clutch, Gorgias, Google, Glassdoor etc. speaks for itself.
Lastly, we limit our portfolio to a maximum of 12 non-competing clients, in order to maintain and guarantee top-tier results and laser focus.
Our name – morph – stems from our ability to transform and be flexible. We’re able to accommodate clients who need us to provide expertise and manage their CX completely, just as well as the ones who’d like to have firm control over their CX and simply need a strong team to keep up with their CX executives and their vision. Dealer’s choice.
Our contracts are usually signed with a 1-year term, though our contractual clause allows our clients to cancel their contracts with a 30 day notice, without any penalties, and with no particular reason. We do our best to lock you in with the results we deliver, not with any fine prints or clauses in the agreement.
We are able to provide 24/7 coverage
Our pricing is all inclusive and flat, on a per-agent basis, and depending on a number of factors, falls anywhere between $2,300 and $2,500 for a full-time agent.
We require up to 3 weeks from the moment you decide to move forward until the moment our agents are ready for onboarding, which takes up to two more weeks, depending on your training and onboarding process. Being well positioned as an employer also means that we have a readily available talent pool, so the time it takes to start the onboarding process is usually shorter than the guarantee.
Aside from our online reputation across various platforms (With seriously vetted review processes), our clients are always open to a conversation with You, and to answering any questions you might have regarding our service, and their experience with morph.
