I sell a lot of digital products in the market and there is some stiff competition. Finances are not an issue at the moment and I am willing to do whatever it takes to outperform my competitors. The issue that I am facing is that of my support system which was pretty bad couple of months back which kind of ruined my company's presence on the web. There were a lot of bad things said. Now, we have revamped ourselves and was wondering how do I re-strategize my marketing portfolio so that I can introduce my products in the market with better rates and better service support. Ideas will be well appreciated. Thanks.
Unfortunately once your reputation is tarnished is hard to recover especially online. However, consider revisiting the previous customers that left negative reviews I know this may sound crazy. Offer them whatever your selling for free with unlimited updates, show them that your support has improved and afterwards ask them for a review/testimonial. It will have more weight from a customer who left and came back then just a normal customer.
Trying to "convince" them is a no win situation. Influencing them is the only way to get them to want to buy.
Do you offer live support? If not, I suggest using LiveZilla (free) and hiring live support. Im willing to help out with support, PM me if you want.
Show many testimonials about the product - fake or real , offer prizes to the product and also say money back offer , something something and people will but it.
if lot of bad things have been said in the past and your potential clients are finding them online, then first and most important thing for you to do will to to launch a reputation management campaign. you cannot get rid of all the negative reviews/reports but with a proper reputation management campaign, you can push all the negative reports down enough so that your potential clients don't find then in the first couple of pages while searching. with no negative things found by your clients, you get a fresh start
hire more people to write reviews about your services just for the sake and publish it online to different sites. i know it may sound crap. but of course you have to do your best to really improve your service.
Don't see your competitors as your competitors but learn the way how they are making it. Find the same ones who has similar products like yours and learn how they are making money with it and how they are generating traffic etc. It's 100% up to you. You can make money online in any niche but first give (learn) then receive..
You said it yourself, you're reputation got screwed. Like sultanofseo said, you need to manage your reputation. I think the best thing to do here is to re-brand some of your existing products, lower up the price and then commence selling them again. You can also consider partnering with some other companies.