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InMoment

InMoment is a cloud-based survey solution designed for midsize and large enterprises that offers employee and customer feedback tools. It serves a variety of industries including automotive, finance, health care, retail, IT and ut...Read more about InMoment

Birdeye

Birdeye is the top-rated reputation management and digital customer experience platform for local brands and multi-location businesses. Over 100,000 businesses leverage Birdeye’s AI-powered platform to engage seamlessly with custo...Read more about Birdeye

SOCi

SOCi is a cloud-based marketing solution that enables businesses to streamline processes related to campaign advertisements, online reputation, content management, customer engagement, and more. Professionals can utilize the platf...Read more about SOCi

Brandwatch

Brandwatch is a leading Consumer Intelligence and Social Media Management solution that empowers over 5,000 of the world's most admired companies to understand and engage with customers at the speed of social. Its Consumer Intelli...Read more about Brandwatch

Weave

Weave is the all-in-one customer communication and engagement platform for small- and medium-sized businesses. From the first phone call to the final invoice and every touchpoint in between, Weave connects the entire customer jour...Read more about Weave

NiceJob

NiceJob is a cloud-based reputation management solution that helps organizations manage reviews, referrals and sales. Key features include emailed review invitations, review reminders, reputation monitoring, website integration, S...Read more about NiceJob

Reputation

Reputation.com is a SaaS solution that helps large enterprises collect, respond and manage customer feedback across multiple channels. The platform lets users gain a 360-degree view of the brand's online reputation and improve cus...Read more about Reputation

Uberall

Uberall is a multi-location marketing platform that helps businesses get found, be chosen, and drive engagement. Our customers drive 140% more branded search and are twice as likely to be chosen by their target customers after par...Read more about Uberall

SocialClimb

SocialClimb helps healthcare organizations grow by understanding the impact of their marketing tactics so they can put their marketing dollars where they will perform most efficiently. Today’s healthcare marketing includes improvi...Read more about SocialClimb

Stratus

Stratus features a customizable 'Review Notifications' feature that allows businesses to keep up with multiple locations. It sends email alerts when customers leave new reviews. Users can select the notifications and ratings they ...Read more about Stratus

5.0 (2 reviews)

myPracticeReputation

myPracticeReputation is a reputation management platform designed for physicians and healthcare providers, from large hospitals to individual practices. The solution allows dentists, doctors, surgeons, physical therapists, veterin...Read more about myPracticeReputation

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GatherUp

GatherUp is one platform that scales all aspects of your reputation management from listening to customers to understanding them to engaging with them so you can improve the customer experience across multiple businesses. Listen...Read more about GatherUp

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ReviewTec

ReviewTec is a cloud-based reputation management solution that caters to small and midsize businesses and helps them to manage interactions with their customers and monitor online reviews. ReviewTec allows businesses and serv...Read more about ReviewTec

5.0 (3 reviews)

Demandforce

Demandforce is the all-in-one practice growth solution made to attract new patients, and keep them coming back. With fully-integrated automation tools like appointment reminders, automated recall, two-way texting, targeted email c...Read more about Demandforce

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ReviewNinja

Review Ninja is a cloud-based review management solution designed to help businesses monitor their online reviews. It is suitable for small businesses in a variety of industries. ReviewNinja supports review generation and mo...Read more about ReviewNinja

5.0 (3 reviews)

Djubo

DJUBO StarSight is a cloud-based reputation management solution that caters to hospitality businesses of all sizes and offers tools for review generation, review monitoring and competitor analysis. DJUBO StarSight’s dashboard...Read more about Djubo

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Critique

Critique is a cloud-based hotel reputation management solution that helps hotels and businesses in the hospitality sector to manage online reviews and keep track of guest experiences that are shared on various review platforms. ...Read more about Critique

5.0 (1 reviews)

Rannko

Rannko is a cloud-based digital reputation management solution for small businesses. The solution provides modules for review management, listing management, task management and social media post scheduling. The review mana...Read more about Rannko

Opiniion

Opiniion is a software designed for property management companies aiming to gauge and enhance the experience of residents. It serves firms of varying sizes, with a focus on elevating resident satisfaction levels. The software str...Read more about Opiniion

4.0 (5 reviews)

Bazaarvoice

Your customers need a tour guide for their shopper journey. User-generated content (UGC) is the insightful, vibrant, trustworthy companion your shoppers are looking for. Enter Bazaarvoice. We help you get shoppers what they need a...Read more about Bazaarvoice

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Buyers Guide

Last Updated: March 16, 2023

No matter how hard you work to make your business the best it can be, you're always going to find yourself at the mercy of online review sites like Yelp.

You'll hopefully receive overwhelmingly positive reviews thanks to your diligence and business acumen, but there's still going to be the occasional bad penny blaming you for events beyond your control.

Abe-L.-does-not-recommend-Ford's-Theatre

Like this guy, for example. Source.

Fortunately, just as software is the problem here, so too can it be your solution. Reputation management software helps your business monitor the web so that you can respond to negative reviews while also encouraging positive ones. Your online image is crucial in today's world, and this software will help you to maintain a strong, positive internet profile.

This Buyer's Guide will explain what reputation management software is, including its key features, and point you towards the type of system that will best suit your business' needs.

Here are the important points we'll cover:

What Is Reputation Management Software?

Common Features of Reputation Management Software

What Type of Buyer Are You?

Key Considerations

What Is Reputation Management Software?

Think for a minute about your own practices as a consumer. If you're out of town on a business trip, looking for a place to eat for dinner, what do you do? Ask the hotel clerk? Check out a map? If you're like most people these days, you probably consult the internet, especially sites that will rate each and every local business based on reviews from ordinary customers like yourself.

Once you do this, which restaurant are you more likely to visit—the one with one star and comments that call it “disgusting," the one with three stars and few actual comments, or the one with five stars and exuberant descriptions of the delicious food? Assuming that all three are equal in price, you're most likely to choose the five-star restaurant.

Now, instead of imagining yourself as the customer, picture yourself as the owner or manager of each of these businesses. The difference between the one-star restaurant and the five-star restaurant is probably pretty evident; one is dirty and the food isn't very good, while the other has much higher sanitary standards and better quality food.

What's the difference between a three-star review and a five-star review? In many cases, the answer is simple—reputation management software.

The three-star restaurant may be every bit as clean and as tasty as the five-star, but the owners of the three-star restaurant pay no attention to their reviews and other online comments. The owners of the five-star restaurant, on the other hand, use software to monitor and alert them when they're mentioned online. They are able to respond to negative reviews in a timely and sympathetic manner, perhaps even getting those reviewers to reconsider their rating. They can also use the software to encourage their regular customers to post rave reviews, thereby increasing their rankings and giving them a greater online image.

This theoretical situation explains what reputation management software is and what it does—it is a system that allows businesses to keep on top of their online reviews and other mentions so that they can stay in the know about how their brand is perceived and can ensure that they get the positive profile their hard work deserves.

Common Features of Reputation Management Software

Review monitoring

Automatically monitor dozens of review websites and receive alerts for any new mentions. With this you can respond appropriately and promptly, managing the fallout of negative reviews while encouraging positive mentions.

Review generation

Emails and advertising campaigns can be set up that are automatically sent to customers in order to encourage them to write and share positive reviews about their experience with your business.

Social media management

Similar to review monitoring function, this will allow you to automatically monitor Facebook, Twitter and other popular social media sites so that you can respond to conversations about your business/brand and be an active part of all conversations about you.

Reporting and analytics

Generate easy-to-understand reports and ratings about how your business/brand is being discussed online, including (but not limited to) review sites and social media.

Leverage reviews

Some of the most robust systems will help you turn positive reviews into SEO-friendly, formatted content for your website and social media pages in order to promote your brand.

A-review-management-dashboard-on-Reputation-Loop

A review management dashboard on Reputation Loop

What Type of Buyer Are You?

No matter what kind of business you're in—the food and beverage industry, real estate, even hospital administration—you're going to find yourself the subject of online reviews. Reputation management software is useful to businesses of all sizes, kinds and varieties, since online presence is such a vital part of contemporary commerce. You're likely to find that your own business falls into one of the following categories:

  • One location. If you're just a small, local, single-location business, a relatively simple system should be able to help you keep track of your reviews and your customer's mentions of you online. Software that focuses on review management and review generation should suffice for your purposes.

  • Two-to-three locations. If you manage a small franchise of businesses with only a few locations, you can still probably get away with a less robust system that focuses on monitoring reviews and social media while helping to generate positive reviews from satisfied customers.

  • More than three locations. If you own or manage a large business franchise, whether local, state-wide, or even national, you'll find that it gets increasingly difficult to monitor reviews and mentions with each location you add, especially since different managers at each locale may lead to extremely differently reviews for each individual franchise. For this, you'll need a thoroughly robust reputation management system that allows you to not only monitor reviews and social media but also provide you with reports on your general online profile, so that you can make sure you have a positive image across the entire franchise, at all locations.

Key Considerations

Other factors to take into consideration when choosing the right reputation management software for your business include:

  • Integration with other systems. Some advanced reputation management systems will leverage the database that is part of your customer relationship management (CRM) software so that you can contact recurring customers in order to encourage them to leave and share rave reviews. They may also integrate with your larger suite of marketing software to consolidate your reputation management efforts with other marketing campaigns, like blast emails and lead generation.

  • Cloud-based software vs on-premise software. As recently as a few years ago, most software was housed by companies on-premise, and the companies themselves were responsible for maintaining the physical hardware. This required plenty of space, as well as IT knowledge/resources, making some software unavailable to smaller businesses. Fortunately, these days you'll find that most reputation management software is cloud-based, and thus available to even the smallest of businesses who could make use of this kind of system. These cloud-based solutions are implemented more quickly and easily than on-premise software, with fewer up-front costs and less of a need for IT assets, making it ideal for small-to-midsize businesses.