What is Reputation Management Software? Analysis of Features, Benefits and Pricing

The importance of reputation to businesses can never be stressed enough. Building a good image leads to new customers, increased sales and growth. Reputation management is a taxing undertaking, which led to efforts to automate such process. So what is reputation management software? This tool was developed to monitor users’ online reviews of products and services, helping spread positive customer experiences through review platforms. This is basically the purpose of reputation management software.

In this guide, we will explain in details all the aspects that relate to this software category. Specifically, we will discuss the following key points:

  1. Features of Reputation Management Software
  2. Benefits of Reputation Management Software
  3. Cost of of Reputation Management Software
  4. Examples of Reputation Management Software
  5. Potential Issues in Reputation Management
  6. Trends in Reputation Management

For those of you asking the question, what is reputation management software, companies use this tool as a way to both promote their brands and capture negative customer experience. It can also be utilized to submit reviews via email or ad campaigns. For marketing teams, the platform can serve to interpret their organizations’ online reputation. It is likewise equipped with monitoring tools to capture social media discussions and posts. This in effect, is a short definition of reputation management software.

But how does reputation management software work? As a large majority of consumer depend on reviews when searching for products or services on the Internet, positive reviews are most likely to result in new customers for businesses who get them. In fact, Ambassador reported that 71% of social media users have been found to likely to recommend a company with whom they have positive experience with. Recommendations like these could go a long way as more and more people hear the same story.

Reputation management tools can use these information to increase a company’s sales by giving it insights on how consumers view the business. In the event the software captures a negative review, the company can contact that person and assist him/her in getting a richer experience, which could alter what he/she thinks of the organization. In essence, the software helps not only customers but companies as well, by helping them improve. This answers the question: what is reputation management software?

Proof of this is the fact that it has been found out that 94% of Google search results are organic and not paid advertisements. Aside from this 42% of adults have been found to have searched businesses on the Internet before doing any business with them, 45% of whom have changed their minds due to something they have discovered about the business. This is how important online reputation management is to businesses. It could basically make or break a sale.

What’s even amazing is that 92% of consumers trust reviews posted by other consumers online, more than they trust their friends and families, which have been found to be only at 70%. However, despite these new knowledge, a mere 40% of communication professionals have expressed willingness to protect their companies’ reputation online.

What are the Features of Reputation Management Software?

What does reputation management software do? It has been established that the success of a company’s brand depends largely on how it manages its reputation. It is for this reason that most businesses have been adopting reputation management software to help boost brand image. But what should you look for in such software? The following are the features of reputation management software that you should look for:

  1. A secure online environment. Corporate teams that access and exchange restricted data online should do so confidently without the threat of privacy breaches. This is why roles, privileges and access must be assigned in a secure setting.
  2. Collaborative workspace. Large companies require online venues where both their internal teams and external providers can collaborate. Many solutions allow multiple users specifically for managing campaigns.
  3. Single platform/window. Many reputation management software offer a single dashboard through which users can hand out information. It can also serve as the single destination for information gathered from listening tools, social media and blogs, among others.
  4. Search and monitoring functionalities. The ideal reputation management tool should be able to track emerging stories and conversations and their corresponding origins. It must also be capable of monitoring social media platforms for stories and generate reports.
  5. Cost-effective and practical. Conventional methods of monitoring millions of conversations about a single brand is not only tiresome, but very expensive as well. You have to make sure that your tool accomplishes such in a cost effective and practical manner. However, this is not to say that more expensive platforms do better jobs.
  6. Open architecture. Tool flexibility is a must owing to the fast pace that technology changes and the introduction of new social media platforms. Reputation management tools must have media monitoring capabilities, databases and metrics.
  7. Real-time notifications. They must be able to deliver notifications in real-time, warning users of customers’ views of their products and services in a timely fashion.
  8. Packaging. Such tools should be able to convert information into quality and easy-to-understand summaries, which can be used in coming up with productive public relations campaigns.
  9. Reporting and analysis. Effective reputation management solutions must be able to not only report but measure stories across channels as well.
  10. Ease of deployment/integration. Hassles associated with the integration of new technologies and solutions must be avoided. On-premise installation should be discouraged.

Benefits of Reputation Management Software

So why use reputation management software? Contrary to popular belief, this product is not just for large companies. It does not matter how big or small your business is, you need to take care of your online reputation. Failing to do so could negatively impact your brand and ultimately, your bottom line. This is apart from the fact that reputation management software can benefit your organization in different ways. Here are some of the advantages of reputation management software:

  1. Helps in quickly resolving customer complaints
  2. Helps you show concern over customer service
  3. Helps in earning customer trust
  4. Creates positive word-of-mouth about your organization
  5. Increases transparency
  6. Identifies business opportunities.
  7. Aids in growing presence in digital channels.
  8. Promotes online endorsements
  9. Aids you in addressing negative reviews and comments

These are but some of the advantages of a reputation management tool. There are more to this platform that your organization can benefit from.

How Much Does Reputation Management Software Cost?

The cost of reputation management software may vary depending on what a company needs. They usually come in monthly or annual subscriptions. Prices could start below $100 and run into hundreds if you want more functionalities. Vendors almost always offer free trials of such software, giving you the opportunity to test their products first before making a commitment. Below are some examples of reputation management software.

Examples of Reputation Management Software

1. Yotpo

One of the most popular reputation management software around, Yotpo is designed for online sellers and retailers. It has a vast selection of features that are bound to maximize the potential of businesses’ marketing strategies. One such feature is the tool’s ability to generate product reviews, which can have a positive impact on sales.

The software is designed to be a plug-and-play social reviews/e-commerce application, collecting more verified reviews than any platform of its kind. It is capable of improving any organization’s credibility, regardless of size and value. It can be embedded into any platform, where social traffic is seen as most prevalent. Essentially, Yotpo enables businesses to convert visitors into paying customers. Such is accomplished with the use of the documented experiences of past buyers based on social conversations.

The suite is process-driven and helps your organization increase organic traffic and improves the output from paid search ads. It likewise monitors customers that are in a company’s database or those who have increased interest in their products. However, the tool’s function does not end with the purchase, it has customer retention tools that help in making repeat customers. Content sharing is also facilitated through different social media platforms.

Yotpo is one of the lowest-priced tools of its kind. The vendor does not publicly disclose prices and prospects are advised to request for a quote. However, if you want to evaluate the product first, a free trial is available.

2. uReview Me

uReview.me is a reputation management software that enables businesses to collect customer feedback and testimonials. It also has the ability to monitor customer satisfaction and come up with positive reviews on different digital channels. These functionalities allow enterprises to boost their credibility, come up with marketing campaigns and experience growth.

What’s good about the platform is that it allows users to request customers for feedback, which can greatly improve brand image. It is likewise able to collect reviews from over a hundred websites, which can be used in a similar manner. With uReview.me, you can convert such information into effective sales and marketing tools.

A WordPress plugin and Joomla module allow you to publish reviews on your website. Aggregate review ratings can be embedded, along with a rich-snippet markup. Reviews of your choice can also be published on Facebook and Twitter, allowing for more engagement

The tool is reasonably priced, all you have to do is go to the vendor’s website to request a free quote. A free demo is also available.

3. BrandYourself

Online reputation management platform BrandYourself is designed to get rid of unneeded Google results, improving businesses and individuals’ profiles by pushing them up the Google search page. It also helps people and enterprises in coming up with great brands, boosting their reputation.

The tool constantly informs users of their Google search results standing by providing monthly reports and analytics. It also guides users on how to improve their search results. Using the software, businesses can also make sure that their social media profiles get pushed up the search results page, while being assured that search results about their companies only reflect positive reviews and comments.

The tool offers tailored services for both individuals and organizations, helping them create strategies based on Google’s latest algorithms. It also provides a dedicated team of professionals that sees to it that users’ strategies are always optimal.

The solution’s premium package is priced at $99 per year, which comes with all the features and functionalities of the app. A free version is also available but offers limited features.

4. Percolate

An all-in-one marketing tool, Percolate is popular among marketing service companies the world over. It allows organizations to manage marketing efforts across all channels, offering effective marketing coordination in just about every channel, market and team. All of these are done with the platform’s planning and campaign management functionalities.

Content inspiration, distribution, management, and analysis can also be performed using Percolate’s content marketing and asset management features. Work tracking can be accomplished from start to finish with the solution’s integrated task management system. With the software, you can also publish content from a variety of marketing channels, all from a single dashboard.

Percolate basically helps marketers elevate their content and improve marketing returns. Its marketing analytics feature enables users to measure marketing from conception to execution. Team productivity, cross-channel visibility and content performance insights can be easily tracked using the solution while highlighting areas that could use improvement.

The vendor does not publicly disclose its pricing models. You can go to the company’s website for a price quotation.

5. Hootsuite

A social relationship software, Hootsuite enables organizations to come up with social media strategies. The platform boasts of having 10 million users in over 175 countries at the minimum. The best part of the solution is that it allows users to manage multiple social media accounts, all from a single hub, which can be accessed using a single password. This eliminates the need for going to individual social media sites.

The software enables companies to post updates, connect with their client base and review consumer responses on social media platforms including LinkedIn, Foursquare, Facebook and Google+. Users can likewise connect to other platforms using third party applications, which include Vimeo, Instagram, Evernote and MailChimp.

The software supports mobile devices running on Android and iOS. Multi-language support is also available with the app offered in both English and Chinese. It is offered on three pricing schemes–Free, Pro which is priced at $8.99 per month, and Enterprise which requires one to request for a quote.

6. Demandforce

Total automated marketing solution Demandforce comes with features like online booking and reputation management capabilities. Using the software, both freelancers and enterprises can attract customers by deploying smart and automated marketing strategies. The tool can help companies boost customer engagement and ensures that client bookings are fulfilled.

The solution is ideal for use in industries such as health care, spa and salon, automotive and veterinary. With Demandforce, you can automatically hand out appointment reminders and confirmations to customers, allowing them to confirm their appointment or otherwise.

Demandforce’s after-service surveys can help businesses to know what their clients are thinking with regards to their company. This can be conducted on customers after providing them with a rich experience, allowing them to voice out their opinions. With the platform, users can also manage all reviews that they receive, ensuring that all reviews and ratings are authentic, which is a very good way of protecting a company’s reputation.

The software is an excellent customer retention tool, automating the marketing process, which encourages customers to return for more products or services. It allows for continuous engagement of customers and keeps them abreast of developments through email and discount coupons. In case a client fails to leave an email address, Demandforce gives out postcards.

The platform’s pricing model is quote-based, visit the vendor’s website for a price quotation.

7. Sprout Social

Cloud-based reputation management software Sprout Social is meant to foster communication between enterprises and customers. It has three principal functionalities–engagement, publishing and analytics, enabling businesses to excel in social communication. The tool facilitates building and maintaining an enterprise’ community by enabling users to start, join and track social conversations.

The software can likewise boost relationships with clients by providing quick responses to concerns and inquiries. It has a myriad of tools to optimize your social marketing strategies. With Sprout Social, you can easily manage your social media portfolio and boost client return on social media. Apart from these, the software also has social customer service and social media analytics features.

With its social media functionalities, the platform can collect valuable customer feedback that can lead to product improvement. You can also benefit from the software as it helps identify and engage customers who have the potential of boosting your business. The solution’s dashboard is neat, making it easy to use even for new users.

Sprout Social is available in three pricing plans a premium package which costs $99/user per month, a corporate plan for $149/user per month and an enterprise package for $249/user per month. If you want to evaluate the software first, a 30-day trial is also available.

8. Shopper Approved

Essentially a review collection and syndication software, Shopper Approved is very useful in reputation management. It collects customer ratings and reviews and distributes them online. This helps businesses improve their visibility to target customers. As the software does not provide incentives, organizations are assured that they would get only authentic customer reviews.

Using the tool, businesses can send clients review invites through email, enabling them to get valuable insights from repeat customers’ reviews This is very useful in improving products and services. Users can see improvements in the number of reviews and ratings that the solution collects, enabling them to combine insights and analysis to create sound decisions.

The app is cloud-based, eliminating the need for complex installations. This means that users can immediately put the product at work upon purchase. Reviews can be gleaned using businesses’ preferred platforms. Aside from this, customers are also given wider options for sharing their experiences.

The software comes in three pricing models, starting at $199/month. For more ratings and reviews, you can opt to choose the $199/month or the $399/month pricing plans. A 30-day free trial is also available for those who want to evaluate the product first.

9. Birdeye

Reputation management software Birdeye is meant to help organizations improve marketing efforts with the help of clients. This is done by collecting customer reviews and feedback from social media, review sites and surveys. Insights gleaned from these are then used to make smart corporate decisions.

Prominent features include review generation and management, online presence, review monitoring and marketing and customer surveys. All these functionalities help users boost customer retention. The solution is easy to use and supports multiple integration, allowing for immediate use. The dashboard is visually pleasant and is able to display feedback from over 250 websites, all in real time.

Birdeye automatically sends email/SMS notifications whenever a company’s reviews are posted online. Users can likewise filter these alerts according to source and rating, ensuring that only the most relevant reviews are viewed first. What’s even better is that the solution allows businesses to improve their SEO, enabling them to use their online presence as a tool for marketing.

The vendor does not disclose pricing information, you have to request for a quote through the company’s website. However, a free trial is also available.

10. Frontify

Web-based brand management platform Frontify is targeted at businesses, agencies and enterprises of any size, enabling organizations to come up with customized style guides for designing their brands. These guides may be edited by uploading logos, images, fonts, icons and other elements.

The solution is also considered as a digital asset management software, able to organize brand assets, style guides and files relevant to branding, all in a single database. A brand portal allows businesses to make teasers that showcase branding definitions, tools and UI patterns. With Frontify, one can work on brand designs with a simplified workflow.

The platform supports multiple languages and enables users to create style guides online. Such guides are accessible to other team members, allowing them to view, edit or share them through a public link. Such is done through a centralized workspace, which effectively simplifies and boosts collaboration on brand design projects.

Frontify is available in three pricing models. The Plus plan is priced at $29/month, the Pro plan comes at $49/month while the Business plan is priced at $199/month. For those who want to give the application a try first, a free trial is in the offing.

Potential Issues with Reputation Management Software

Reputation management software, as useful as it is, also has downsides, which businesses should take into consideration before purchasing one. Among these is the fact that the system may take long to learn how to use, especially for users who are not familiar with technology. In situations like these, live specialists will be the better option. Another setback of the tool is that it hinders personalization of conversations with customers. Mechanical responses and system glitches could adversely affect conversations, whereas live specialists can quickly and effectively resolve customer concerns.

Organizations have come to recognize the immense importance of using reputation management tools as evidenced by the increase in the demand for such and similar services being offered by public relations firms.

One area that reputation management software has positively influenced is search engine optimization. Generally, product reviews and articles are the first one to pop up during online searches. This is why companies have been working to convert review sites and links to lead visitors to their digital platforms and positive stories about their brand.

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