BRI has many official accounts on various social media platforms. This makes it difficult for BRI to monitor all accounts and respond to every post and comment effectively. The latest report from marketing agency We Are Social and social media management platform Hootsuite shows that more than half of internet users in Indonesia use social media. This means that more and more BRI customers are using social media to interact with the brand. The impact of social media for brands like BRI, this trend has two sides. First, customers have the opportunity to provide feedback about BRI products and services on social media. This feedback can help BRI to improve the quality of their products and services. Second, customers who are dissatisfied with BRI products or services can complain on social media. This could damage BRI`s brand image.
The large number of official account channels makes it difficult for BRI to monitor them. ORM helps monitor all account channels, this will make it easier for BRI to respond to every post and comment on social media. BRI has direct access to be present in every conversation that mentions their brand or campaign.
ORM allows BRI to manage negative sentiment from customers quickly and on target. The fast ORM handling system gives BRI the power to direct negative topics to be targeted, so that any negative sentiment can be contained early.
With ORM, BRI can maintain their online brand image. With the right direction and strategy, BRI turns every negative sentiment expressed into ammunition to maintain and improve its brand image. BRI also gets insight regarding who it can collaborate with. They become more aware of the existence of supporters and haters.
In the world of social media, there is always something new that is much talked about. With ORM, BRI can utilize existing trending topics to become a catalyst for their campaigns. BRI utilizes trending topics to increase awareness at certain moments.
