Champion your brand online.

Premium’s online brand champions educate consumers, improve customer experience, and decrease returns. They answer simple and complex product feature questions. They provide reassurance to agitated customers or those feeling in over their heads. They offer tips and tricks to ensure the customer understands how to utilize the entire value of their purchase.   

We know shoppers search online for product information – whether standing in a store or sitting on the couch at home. And they don’t stop at the information provided directly by a retailer or brand page. Consumers across all categories do their homework regardless of where they buy – checking star ratings, reviews, and unfiltered product photos. Social proof has a powerful psychological effect on consumers because it is perceived as more authentic and trustworthy product feedback.

Consider the widespread impact on a brand’s reputation and sales when reviews and questions go unanswered. It can take only a couple of weeks for over 1,000 customers to go unanswered across a line of products. 

A pioneering client first invested in Premium’s online advocacy solution in 2016. Since then, a single Premium Online Champion has authored more than 135,000 brand responses on Amazon and ten other retailers aggregated by Bazaarvoice. We now have teams performing online review management and auditing on behalf of several major brands.

Leveraging the product expertise of a dedicated team delivers immediate impact to brand presence across e-commerce. Generally, responding to post-purchase customer reviews is 70-80% of bandwidth. The other 20-30% are product questions coming from consumer prospects looking for reliable answers.  

During the pandemic’s online shopping surge, our team stepped in to respond to 20,000 unanswered product questions and priority reviews for US and Canadian retailers. Once the initial optimization of legacy content across 15+ retailers was completed, our standard protocol assumes we engage with new consumer posts within 24 hours.

Our brand advocates provide regular reporting on online feedback trends to proactively inform product, social media, and customer support teams surrounding the brand. Taken a step further, insights derived from consumers’ digital exhaust can drive scripting for in-store talking points as well as new content for product detail pages, YouTube, or product knowledge forums. 

Most importantly, when you anticipate and address shoppers’ needs before, during, and after their purchase, you provide the personalized experience they’re looking for.   

Contact us for additional details or read more in our Premium On Demand case study.