Product Overview of Reputation.com
Reputation.com is a comprehensive online reputation management platform designed to help businesses monitor, manage, and improve their online presence across various digital channels. Here’s a detailed look at what the product does and its key features:
Core Functionality
Reputation.com is tailored for large enterprises with multiple locations, aiming to streamline and enhance their online reputation. The platform integrates several critical aspects of online reputation management, including:
- Reviews: Monitor reviews from over 130 review sites, including major and industry-specific platforms. Businesses can request reviews via multiple channels such as email, SMS, kiosks, and mobile devices. The platform allows for responding to reviews from a centralized dashboard, bulk responding, and using AI-powered responses for personalization.
- Surveys: Build, share, and analyze custom surveys to gather feedback from customers. This data is integrated into the overall analytics to provide deep insights into customer experiences.
- Social Media: Manage social media presence by monitoring and publishing content across various social media channels. The platform enables creating, scheduling, approving, and publishing social posts, as well as turning positive reviews into social media posts.
- Business Listings: Audit and manage business listings across high-traffic websites, ensuring accuracy and consistency. This feature helps in improving online visibility and correcting any discrepancies in business listings.
- Operational Insights: Analyze customer feedback and survey data to uncover operational strengths and weaknesses. The platform uses AI and machine learning to identify key trends, sentiment, and topics driving customer feedback, enabling businesses to make informed decisions to improve their operations.
Key Features
- Reputation Score: Provides a comprehensive and accurate measure of how a business is found, chosen, and experienced online. This score can be broken down into weighted sub-components such as Listings Accuracy, Review Volume, and Average Star Rating to identify areas for improvement.
- Reporting and Analytics: Offers customizable reporting tools, allowing businesses to generate detailed reports and analytics. These reports can be exported in PDF or CSV format for internal distribution. The platform also provides industry benchmarking and competitive analysis to compare performance against peers.
- Mobile App: The Reputation Mobile App, available for iOS and Android, enables frontline employees to request customer reviews, monitor reviews and survey responses, and engage with customers via SMS, Google, and Facebook from their mobile devices.
- Experience Insights: Utilizes text and sentiment analysis to track the topics driving customer feedback. This includes tools like Word Cloud, Sentiment Map, and Big Movers leaderboard to analyze sentiment trends and keyword impact.
- Managed Review Moderation: Ensures that published feedback complies with privacy laws and organizational policies, offering an additional layer of compliance and moderation.
- Integration and Automation: Integrates with major customer support desks, CRM systems, and other data sources to automate tasks such as review requests, responses, and social media posting. The platform also supports automated drip campaigns to encourage customer feedback.
Additional Capabilities
- Google Q&A: Allows businesses to monitor and respond to local customer questions in the Google Knowledge Panel and post FAQs to streamline the customer journey.
- Customer Support: Provides access to a help center with training videos and frequently asked questions, ensuring users can effectively utilize the platform’s features.
- Local Marketing and Competitive Monitoring: Offers tools for monitoring online listings, social activity, and competitive intelligence, helping businesses to stay ahead in their market.
Reputation.com is designed to be user-friendly yet powerful, offering a unified system to manage all aspects of online reputation. While it does not write review responses on behalf of the business, it significantly optimizes the process of generating, posting, and analyzing customer feedback, making it an invaluable tool for businesses aiming to enhance their online presence and customer satisfaction.