Reputation Management Software

Reputation management software is used by companies across all industries to systematically track, control and build their reputation online and offline. This is often accomplished by monitoring user review sites, and other online channels. Software in this category is equipped with a variety of features aimed at amplifying positive feedback and mitigating the negative impact of disgruntled customers. Some reputation management solutions are able to track mentions across the board, including print, TV, radio, magazines as well as digital media such as Facebook, Twitter, LinkedIn and other websites.  Read the full software guide...


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What is Reputation Management Software?

Reputation management software is a tool that businesses and establishments use to stay updated with online reviews on social media and other virtual channels. They have access to both negative and positive reviews, which allows them to monitor their customers’ behavior and experiences.

Additionally, this online reputation management software also helps users gather information from social media posts and similar discussions. Businesses and establishments, particularly their marketing teams, benefit from the software in many ways. Aside from providing relevant customer information, it also allows users to create and respond to reviews, especially the negative ones. Likewise, the tool makes it easier for businesses to promote pleasant, happy stories shared by their customers.

A reputation management system is vital for marketers who want to gauge or determine how clients react to their marketing campaigns. Whatever information they gather from customer feedback is used to point out problems, improve strategies and come up with better plans for the company.

Some of the most relevant features of a reputation management tool include social media management, response management, review monitoring, reporting and analysis, review generation and leverage reviews. The software also has a sentiment analysis feature that’s responsible for analyzing reviews with the help of algorithms. It is able to identify positive, neutral and negative reviews. This feature is responsible for telling marketers and other users how their clients perceive their products and services.

Reputation management software is ideal for all types and sizes of businesses—small, mid-sized and large enterprises. Aside from companies, the tool is also beneficial for reputation management firms, Ecommerce businesses, government organizations, individual users and even political parties.

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Types of Reputation Management Software

Review management software is classified according to focus and based on how it is deployed.

Reputation management software according to focus

Review-focused reputation management software is primarily aimed at tracking reviews. Users receive an alert when a review is posted on any online platform, and including those from search engines. This type of reputation management tool is also used to generate additional customer reviews.

Crisis-focused reputation management tools are created for businesses that need help in deleting any negative online material or content responsible for giving them a negative reputation. The objective is to produce as many positive content as possible so the negative ones are buried.

Campaign-focused reputation management systems are ideal for individuals, businesses, political groups and marketers who need the tool for improving their chances of winning or achieving success. Brand or digital marketing campaigns can also benefit from this type of reputation management tools.

Reputation scorer tools provide businesses and establishments with a means to discover their reputation rating. Comparing their scores with other companies’ help users determine how clients feel about their offerings or if they have happy customers.

Privacy-focused reputation management tools help businesses, establishments, organizations and other users secure their privacy by removing content that pertain to them from all social media networks and other online platforms.

Reputation management software type according to deployment

Cloud-based deployed reputation management tools are hosted and stored in the cloud through servers provided by a third party. These tools can be accessed on-demand and are capable of storing vast volumes of data.

Web-based reputation management software is deployed online. They’re convenient to use and do not need any hardware to be installed. Likewise, these web-based tools can be used anytime and anywhere, as long as there is an internet connection.

Open-source reputation management tools are easily customizable so users can utilize them according to their needs. These tools’ source codes are available for free. It is ideal for businesses that value collaboration.


How to Choose Reputation Management Software

Not all reputation management tools are made alike, so it’s essential to know how to choose the right one. There are several factors to consider.

Your business goals

The first thing you need to do is identify and understand your business goals. Why do you need an online reputation tool? Is it because you want to ensure the best customer experience? Do you need it to access the best review site? Would you want to improve your brand’s online presence?

Your answers to these questions will help you choose the ideal reputation management tool for your business or organization.

Research is essential

The market is filled with reputation management tools, which means picking the right one can be a challenge. Find time to research and compare information you gather about your choices. Pay attention to their features, functionalities, deployment, security and pricing. If you can, find online sources that provide feedback about the software provider of your choice.

If the software company has a website, browse through it and gather all the information you can get.

Essential features

Ensuring the software you choose has the right features is important. Find one that comes with a sentiment meter, review generator, trend tracker, reporting (in different formats) and analysis functionality, real-time alerts and reputation reports.

A good and reliable reputation management tool should allow you to track and analyze your competitors. It should give you an idea of how other businesses in the industry are performing online—in different platforms—and on social media.

Integration

The ideal reputation management tool should be able to integrate with other software and systems such as CRM or customer reputation management, social media management, POS systems and SMS marketing software.

Security and customer service

Good reputation management tools make you feel safe. Your data and files should be secure at all times. Restricted information such as customer details should never be made available to just anyone. Your chosen software should have protection against security threats and breaches.

Additionally, customer service should be available 24/7 and in multiple platforms—email, online chat and 24-hour hotline, among others. Having access to reliable support is essential for businesses that value quality over quantity.

Collaboration

You need a reputation management team that can work together comfortably and efficiently. With a company that acknowledges the value of each employee, managing projects and campaigns will be easier. Sharing skills, knowledge and ideas encourages respect and develops healthy relationships. All these are essential for business productivity and overall growth.

Free trial

Find an online reputation tool that offers free trial allowing users to explore the product. Free trials will give you a chance to compare products based on their features and functionalities, usability, user experience, capabilities and scalability.

The length of free trials varies according to the software provider. Nevertheless, you can use this opportunity to determine which option is ideal for your business and goals.

Scalable

Look for reputation management software that’s highly scalable. Your tool should be capable of adapting to growth and changes. If your business grows—and this can happen continually—you won’t have to remove it and find new software to use. In other words, your reputation management tool should allow your business to grow and it should grow with your business.

Deployment

Finally, you also have to determine which deployment option is best for your business. Most of the tools in the market nowadays are cloud-based as businesses prefer solutions that are easy to implement and manage, more practical and available anytime. Cloud-based review management or software-as-a-service (SaaS) tools are perfect for small and medium-sized businesses and local business establishments because they do not require additional manpower and physical resources. As such, companies that do not have a full IT staff can use the software.


Benefits of Reputation Management Software

Businesses and organizations that take care of their online reputation and pay attention to their clients are guaranteed growth and success. No matter how small or big your business is, if you do not value your reputation and customers, your brand and product will suffer. With the help of reputation management tools, businesses and organizations enjoy several benefits.

Timely and efficient resolution of customer issues

Reputation management tools help businesses professionally and efficiently address customer-related issues or complaints. Users receive notifications and alerts whenever new reviews come in. As such, managing and monitoring customer feedback and responses is easier and faster. Businesses can address the problems right away, particularly those involving unhappy customers and negative reviews.

Helps establish customer trust and cultivate a positive image for the brand

Over 70% of customers rely on online reviews when they need to decide on a product or brand. Positive reviews are what they usually look for. Using reputation management software, you’ll be able to build and develop your brand or company’s positive online image. Therefore, customers will easily trust your business or product.

Additionally, with good customer service, your business will enjoy positive reviews, including word-of-mouth feedback. This will lead to more growth and success opportunities for the brand and the company.

Strengthen brand visibility and power

With your business’ presence and positive reputation in social media networks, your brand’s online presence and power increases. Your content, reviews and brand will become more visible, especially in search engine results pages, most probably on the first page.

Mobile access

Most reputation management software solutions are mobile-ready, which means you and your team can access data using your smartphones and tablets anytime and anywhere where there is internet connection. Even when you’re working out of the office, at home, or while traveling, monitoring and managing your business’ reputation will be easy and convenient.


Common Features of Reputation Management

API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Brand Management Tracking and promotion features for one or more brands of products.
Dashboard Dashboards are digital interfaces commonly used to visualise data or give quick access to important features and functions of online platforms. They often serve as an overview gateway in software applications.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Feedback Management Manage feedback through the use of surveys and similar elements issued to employees and/or customers to consolidate new ideas or track employee performance.
Google Apps Integration Integration with the G Suite, including Gmail, Google Docs, Google Sheets, Google Calendar, etc.
Multi-Site Support for several different websites in the same application.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Net Promoter Score The Net Promoter Score (NPS) is a tool that can be used to gauge the loyalty of a firm's customer relationships.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
Review Monitoring Track user review and feedback sites and receive notifications to protect the reputation of your business.
Sentiment Analysis Analyze the markets opinion towards a particular topic or product using computational processes.
Social-Media Integration Integration support with social media platforms, such as Facebook, Twitter, Instagram, Tumblr and others.
Social Media Monitoring Monitor what is being said across the internet through social sites.

Latest User Reviews of Reputation Management Products

Webware
Blue Eagle Aigle Bleu
08 Jul 2020
"very awful experience"

Nothing. The offer seemed genuine but finally was bogus. They said a lot of good things but didn't deliver.

Hootsuite
Ben Charlesworth
13 Jul 2020
"Decent enough tool for batch scheduling posts"

Like the ability to schedule batches of posts to go out at different times/days to cut down on the amount of time you have to spend ...

CloudSocial
Rohan Kumar
24 Jul 2020
"Easy to use"

It has good user friendly interface that anyone can use it. If you are a bigner you can also use it without any problem.

Webware
Chris Thorn
02 Oct 2020
"Bad Faith Actors"

I would like to have been able to try them. Unfortunately, I could not get a successful meeting with them.


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