Product Overview of Reputation
Reputation is a comprehensive online reputation management platform designed to help large enterprises and multi-location businesses manage, improve, and leverage their online presence to drive business growth.
What Reputation Does
Reputation’s platform is built to collect, analyze, and act on vast amounts of customer feedback and data from various sources, including reviews, surveys, social media, and business listings. This integrated approach enables businesses to streamline their online reputation management, enhance customer satisfaction, and ultimately boost revenue.
Key Features and Functionality
Online Review Management
- Reputation allows businesses to monitor reviews across over 130 websites, including major platforms like Google, Facebook, and Yelp. Users can respond to reviews from a centralized dashboard, automate review requests via email, SMS, and in-store kiosks, and deploy customized response templates.
- The platform also supports bulk responses, AI-powered personalized responses, and the ability to flag, forward, or share important reviews for follow-up action.
Social Media and Customer Engagement
- The platform integrates social media management, enabling businesses to monitor and respond to customer comments on Facebook, Twitter, Instagram, and other social media channels. It also allows for the instant publishing of reviews and customer stories across social networks to enhance engagement and visibility.
Business Listings Management
- Reputation helps businesses maintain accurate and complete business listings across the internet, including review sites, search results, and maps. This ensures that consumers can find accurate information about business hours, addresses, and other critical details, thereby improving search rankings and credibility.
Surveys and Feedback
- The platform supports the creation and deployment of custom surveys to gather feedback from customers. It integrates this feedback with review data to provide a comprehensive view of customer sentiment and operational performance. Businesses can use this data to identify trends, strengths, and weaknesses, and make informed decisions to improve their services.
Operational Insights and Analytics
- Reputation’s platform uses AI and machine learning to analyze customer feedback, identifying key themes and trends. It provides detailed reporting and analytics tools, including sentiment analysis, word clouds, and sentiment maps, to help businesses understand customer feedback and make operational improvements.
Competitive Intelligence
- Businesses can benchmark their reputation performance against industry peers and competitors, both at the brand and location levels. This feature helps in identifying new opportunities and areas for improvement.
Reputation Score
- The platform offers a proprietary Reputation Score, which is a comprehensive measure of how a business is found, chosen, and experienced by consumers. This score is based on weighted sub-components such as listings accuracy, review volume, and average star rating, providing a clear picture of the business’s online reputation.
Mobile App and Accessibility
- Reputation offers a mobile app for iOS and Android, allowing businesses to monitor reviews, survey responses, and social presence on the go. Frontline employees can also request customer reviews directly from their mobile devices.
Reporting and Integration
- The platform provides customizable reporting tools, including a drag-and-drop Report Builder, and integrates with major customer support desks and CRM systems. Businesses can generate insights-driven reports and automate their distribution via email.
Benefits
- Streamlined Workflow: Consolidates and integrates customer reviews, surveys, business listings, social media monitoring, and reporting into a single platform, reducing administrative headaches and costs.
- Increased Efficiency: Enables quick deployment across thousands of business locations and avoids complex cross-vendor integrations.
- Improved Customer Engagement: Combines surveys and reviews into a single workflow, engaging customers without multiple requests, and provides a 360-degree view of the business’s online reputation.
- Competitive Advantage: Offers actionable insights and competitive intelligence to drive real operational improvements and revenue growth.
In summary, Reputation is a powerful tool for businesses looking to manage and enhance their online reputation, leveraging comprehensive data analysis, integrated workflows, and AI-driven insights to drive customer satisfaction and business success.