Imagine coming out with a new product that you know is perfect for your audience, but the launch flops. You later learn that some bad reviews of your products have been circulating.
If you want to keep that situation from happening, you should use the best reputation management software. Then, you can keep track of good and bad reviews to make sure people have a good impression of your business.
Read on to learn more.
What Is Reputation Management Software?
Reputation management software can help you track and manage your reputation online. It’s an essential part of your digital marketing strategy, and it may save your business time, money, and stress.
The software will track reviews and posts across multiple platforms. It will look for any mentions of your business, and it will send you a notification any time it finds something about your company.
Then, you’ll be able to keep track of good and bad reviews. If you get a lot of bad reviews, you can learn about customer complaints and respond to those reviews to solve the problem.
When you use the best reputation management software, you won’t have to track reviews yourself. But you can still keep your business up and running.
Why Does Reputation Management Matter?
Your reputation can make a huge difference in whether your business succeeds or fails. Whether you have a major scandal or a few small negative reviews, you want to get through that negativity.
Then, you can help your business survive and even thrive. When you do get a negative review, you can respond to the reviewer and help make the situation right, such as by exchanging their purchase.
If you respond kindly to negative reviews, you may be able to regain the trust of those customers. You may also help others trust you if your response is public, such as with a comment on the review instead of an email response.
Managing your reputation may not take a lot of work when you first launch your business. But as you grow and get more customers, you won’t be able to track them all on your own, so a good program will help.
Benefits of Reputation Management Software
If you want to make sure your business has the best reputation possible, you should consider using a program like Birdeye. Then, you’ll be able to focus on other parts of your business.
However, you won’t need to hire a team to manage reviews and keep a good reputation. Instead, let technology do the work, and give yourself a few hours here and there to spend on responding to negative posts and reviews.
You can use reputation management software for a small or large business. Either way, it can take a lot of work off of your plate, so you can save time or money.
Consider some of the most significant benefits of using reputation management software.
First, you can use a good reputation management program to help manage and automate reviews. Birdeye and other programs let you send surveys to customers at various points in the sales funnel.
That way, you can get feedback on your marketing and sales strategies. If you send surveys to customers after they place an order, you can even learn about the buying process and how they feel now.
Getting feedback from customers at various stages of their journey can provide you with a lot of information. Plus, you can give customers the chance to share their thoughts directly with you.
Be sure to take the survey results seriously and use them to make your business better. That way, you can improve reviews on public sites.
More Sales and Conversions
Another advantage of using reputation management software is that it can help increase sales and conversions. If you use surveys, you can use them to stay on top of mind for your customers, so they may buy from you sooner.
However, you can also track reviews on public review websites and social media. You’ll be able to determine if you have a lot of positive reviews, and those reviews may help sell your products or services.
On the other hand, you can know when to respond to a negative review. As long as you give a professional response, you may be able to show the reviewer and anyone reading the review that you care.
All of that can help you give others a better impression of your business. Soon enough, you may be able to turn some of those visitors into customers.
Track Your Customers
After someone buys from you and leaves a review, you’ll get a notification of that review. Then, you can track your ideal customers and learn about their experience.
Now, not everyone will leave a review of your business, so you can’t track everyone. However, you will be able to track some of your happiest and not-so-happy customers.
If you find that someone is unhappy with the service or product, you can respond and make things right. Then, you can get that person to come back.
You can even use a tool like Birdeye to track referrals, which can help you get more of your ideal customers. That can then help you grow your business and get even more positive press.
No one likes receiving negative reviews about their business or offer, but it’s bound to happen eventually. When you do get a negative review, reputation management software can help your customer service team resolve the situation.
You’ll get an alert when you get any kind of review, which includes negative ones. Then, you can make time to read the review and figure out what problem the reviewer has.
Knowing that will help you write a kind, professional response if the review platform allows replies. You can also use the messaging platform from Birdeye to connect with people directly.
That way, you’ll be able to make things right with the customer, such as offering them store credit or a full refund. Either way, you can encourage the reviewer to update their review, and you may get more good press.
Imagine having to track reviews on Google, other review websites, and various social media networks. It can be a lot of work and require a lot of your time to make sure you don’t miss any negative reviews.
If you’re tired of spending time on reputation management, a good program can automate the process. They can combine search engines and social media with other review sites.
You won’t need to manually search for your business name on Google, Trustpilot, Facebook, Twitter, and more. Instead, you can wait for notifications to appear, or you can check your dashboard a few times a week.
That way, you’ll be able to spend more of your time on tasks that will help make sales and grow your business. Doing so can be particularly important if you have a small team and can’t outsource more work.
While investing in the best reputation management software will cost money upfront, it may save you money in the long run. For one, you won’t need to hire an extra employee to manage your reputation manually.
But as you make sure you have good reviews and resolve poor reviews, you can keep a good reputation. When you have a good reputation, it will be easier for your marketing and sales team to bring in customers.
That way, you can increase sales and profits in your business. If you keep your expenses the same, you’ll be able to keep more money as the owner or give more money to shareholders.
On the other hand, you may have more money to invest in Instagram ads. Your ad campaign will also have a better chance of succeeding since you won’t have to convince people to ignore a bad reputation.
You can talk all day about how great your business is and how you can help your customers. However, it can be easy for potential customers to be skeptical of your claims since you have money as a motivator.
If you can gather some positive reviews, they can work for you as social proof. Prospective customers can read about the experiences other buyers have had with your business.
That can give someone more peace of mind, and they will know it’s worth it to work with you. You and your team won’t have to do any work to write the reviews, and you may not even need to direct people to them.
Someone may share a review on their personal social media and tell their friends to check out your business. Then, you could get more customers without doing anything.
Having a good reputation can also make it a lot easier to gain the trust of your ideal audience. Sure, you can do this by sharing your expertise on social media and your website.
However, social proof and referrals are excellent ways to build trust along with what you post. The more positive reviews you receive, the more potential customers will be able to read about your business.
If you get a negative review and respond to it promptly and professionally, you can also build trust that way. Your response will show the reviewer and others that you care about your customers.
Then, you may be able to build trust with people, which can help you get more sales now and in the future.
Optimize for Search
Getting more reviews, specifically more good reviews, can help you optimize your website for search results. Google can keep track of how many reviews a business has, and the algorithm can use that to help rank businesses.
If you’re able to get more reviews than your competitors, that may help you rank first in search results. You can use a good white label SEO tool to help optimize your website as well.
All of that can work together to give your website a better chance of getting on the first page of Google. Then, you’ll be able to steal potential customers away from other businesses in your area.
Whether you focus on general or local SEO, you should know how to optimize your content for search. Without SEO, you won’t be able to get as much traffic, and your business may not grow as easily.
Expand Your Online Presence
You may already be using social media or your website to market your business online. However, it doesn’t hurt to expand your online presence to help diversify your marketing efforts.
The best reputation management software will offer pages and messaging features that let you connect all over the internet. That way, you can capture leads who aren’t on your website or social media.
And you can use the software to manage your online presence in one place. You won’t have to worry about remembering passwords to a ton of different tools and programs just to keep track of everything.
Reputation management software will tell you what’s happening on different platforms. All you’ll have to worry about is logging into the software to check for updates and new reviews.
Grow Your Business
Reputation management programs can also help you grow your business overall. For example, you may learn that a lot of customers have problems checking out on your website, or maybe they struggle to find the location of your brick-and-mortar store.
In either case, you can decide to change something to help your customers. You might decide to update your website with a new cart management program, or you may look to move your storefront when your current lease is up.
Having reviews on different websites and directories can also help get your business in front of more people. While a lot of people use social media, some people don’t.
The more places your business shows up online, the easier it will be to build brand awareness. Then, you can get some people to move from the awareness phase to the conversion phase of your sales funnel.
How to Choose the Best Reputation Management Software
Once you’re ready to start reaping the benefits of reputation management software, it’s time to compare your options. We recommend Birdeye, but it’s important to know what to look for.
Not every business will need all of the same features, and budgets can vary. As you shop around for the best reputation management software for your company, consider a few factors.
Think about your specific business and your goals for the reputation management software. That way, you’ll be able to narrow your search and find the ideal software to manage your business’s reputation.
Here are some important factors that can make or break your choice regarding reputation management programs.
Easy to Use
It may seem obvious, but you want to select software that will be easy to use for your and your team. You may have a bit of a learning curve with any program you choose, but think about if you’re willing to go through a steeper learning curve.
If you aren’t you should check out the features and reviews of a program to see how easy it is for beginners. Then, you’ll be able to decide if the software is worth learning to help grow your business.
Similarly, you should think about how easy the software will integrate with the software you already use. Even if the programs don’t directly integrate, you want to make sure nothing will contradict anything.
That way, you can keep from confusing yourself or your employees. Instead, you can make sure everyone is on the same page regarding current and new programs.
Flexible and Ready for Growth
It may also be important for some businesses to use flexible reputation management software. Be sure to research the program to see how many platforms and websites it can track now.
You should also figure out how often the software tracks new platforms that pop up. That way, you can make sure to stay on top of mentions and reviews on newer platforms, such as TikTok.
As you look at your options, consider if a reputation management program will support the growth of your business. You want to make sure that multiple employees can access the account and data.
Even if your business is relatively small now, you want to make sure it can grow. The last thing you want is to have to switch to a new reputation management tool because your business outgrows the first one.
Social Media Integration
In the past, businesses may have been able to get away with prioritizing review sites to track and manage their reputation. But with the growth of social media, you have to diversify.
The best reputation management software should work with at least the more popular social networks. Make sure the software works with Facebook, Instagram, and Twitter.
If your ideal audience is on TikTok, you may want to keep an eye on that platform as well. Take a look at the platforms your reputation management software covers to make sure you aren’t missing anything.
Then, you’ll be able to decide if your current program works well for you or if you need to change something. Soon enough, you’ll be able to start tracking posts and reviews on different social networks.
Tracking and Monitoring Features
Regardless of the sites and platforms you want to track, you should consider what tracking and monitoring features you can use. One reputation management program won’t work the same as another, and they may focus on tracking slightly different things.
Think about the data you want to track, such as reviews, social media posts, and survey responses. Then, you can make sure the software you set up will work with all of that data to help you manage your reputation.
You should also think about what other insights you may want, such as more detailed reports on surveys. Some basic reputation management programs won’t give you as much information as the competition.
Consider if you want to track the origin of certain reviews and what types of reports you want to generate. Knowing that can help you narrow your search to help find the perfect software for your business.
If you want to make your life even easier, you should look for reputation management software with a simple dashboard. You shouldn’t have to log into a ton of different pages to learn how your business is doing online.
When the software you use has one dashboard, you can keep track of one password. Any time you log into the program, you will be able to see new reviews from tons of websites and social networks.
Going through your notifications should be easy, and you should be able to check them quickly. Then, you can take note of where you have new reviews, and you can make time to respond to them.
Alternatively, you can assign those responses to members of your customer services team. They can take the time to resolve any complaints and to thank the happy customers for their positive reviews.
Before you add any new piece of software to your business, you need to examine its security. You should make sure that the program’s website is secure and that you can download the program safely.
A lot of risks can pop up when you use an online program or download software from the internet. While your computer may catch some problems, others can get past your anti-virus software.
Be sure that you choose reputation management software with a secure system. That way, you and your team will be able to log in and out of the program without compromising your computers.
This is particularly important if you have any remote employees because they won’t use an office computer. Choosing a secure option will give everyone peace of mind as you work on your reputation.
Notifications in Real-Time
The best reputation management software will alert you whenever someone posts a new review about your business. Not only will the software alert you within the dashboard, but it should send you an alert by email or text message.
That way, you won’t have to keep the software open all day just to keep up with new reviews. Instead, you can keep your phone nearby or keep your email open on your computer.
When you get a notification, you can stop what you’re doing and take a look at the alert. Then, you can decide if you should take care of it immediately or if it can wait.
You’ll also have a chance to decide if you should be the one to respond or if you can assign the response to someone on your team. Either way, you can focus most of your time on other tasks without letting reputation management slip through the cracks.
If you want to keep a close eye on reviews, you may want to choose reputation management with a mobile app. At the very least, it helps to choose a program that offers a good user experience in your mobile browser.
Then, you won’t have to spend all of your time near a computer to check on your reviews. Of course, you can get text or email updates on any device with an internet connection.
But you may not be able to examine the details with just the notification. You also might not want to wait until the next working day to check the review, especially if a long weekend just started.
While you don’t need to respond to reviews immediately, it helps to know when they come in. Then, you can decide if you want to respond right away or if your reply can wait.
Analytics and Other Reports
You may also want to consider what types of analytics and reports the software offers. Think about the types of data you want to track and how often you want to track it.
Analytics are a great way to help you recognize trends in reviews overall or in certain types of reviews. You can use the data to figure out how you can improve your business and get more good reviews.
It also helps to choose a program that lets you export your reports. Then, you’ll be able to share the data with shareholders or other executives so that you can all make decisions together.
While you can grant everyone access to the program, people may not want to learn how it works. Sometimes, sending them a report can save everyone time.
If you struggle to get customers, you may want to figure out what your competitors are doing. Competitor research is vital for every step of growing a business because it can tell you what to do or avoid.
Programs like Birdeye can tell you where you rank amongst your competitors when it comes to your reputation. Then, you can learn how to make your reputation better than your biggest competitors.
But you shouldn’t just conduct the analysis once. It’s an ongoing process, and it doesn’t stop when your reputation gets better than that of your competition.
Make sure your reputation management software offers some insights into other businesses. That way, you can compare reputations in one place.
Of course, you should also think about your business budget before you choose the best reputation management software. Consider your entire budget as well as your budget for marketing and other aspects.
Figure out if you can make room in the budget to add reputation management software. You don’t need to gut other parts of your budget to allow for a good program.
However, you should make sure it doesn’t cut too much into your profits. Then, you can still have money to give to owners and shareholders, and you can invest in other things to help the business grow.
Every business and budget is different, so take a look at your numbers. Choose a budget that makes sense, and you can always increase it or decrease it as necessary.
Get a Demo
One of the most important steps in choosing the best reputation management software is testing it out. Consider if the company offers a demo that you can either watch or use yourself.
Birdeye lets you watch their demo to see how the program functions in real-time. You can watch the demo to see if you like the look of the program and the various features.
That way, you’ll be able to confirm that the program is a good fit before you spend money on it. Sure, you could choose something without trying it, but you don’t want to waste your time or money.
If a program doesn’t offer a clear demo on their site, contact them to ask about a demo or trial. Then, you’ll have time to figure out if you like how the software works or not.
How to Use Reputation Management Software
Once you select the best online reputation management software, you should consider a few ways in which you can use it. Then, you’ll be able to make the most of the program to help your business succeed.
You can use the software in a few ways, and you can choose which options make the most sense for you. The team will be able to learn the program and implement it in different ways based on the various job titles people have.
No matter your industry or company size, consider a few ways you can take advantage of your new program.
Your marketing team can use the reputation management software to find good reviews of your company. When creating marketing materials, the team can use those reviews in a couple of ways.
First, they can take the average rating from the reviews on a specific review site. Then, they can include the total number of reviews and add those details to a flyer or a social media post.
As long as the average rating is four or five stars, this can be a great way to market your business. Marketers can also take individual positive reviews and use them as social proof.
If you use the software to send and receive surveys, the marketing team can use those. Make sure to keep the responses anonymous so that you can use them to promote your company.
Customer service representatives can use the software to find and respond to negative reviews. Programs like Birdeye offer a messaging feature, which can help you communicate with customers directly.
You can also find out if a review website has a reply feature. If so, someone from customer service will be able to leave a note for the people who left negative reviews saying that they want to help.
Customer service reps can tell reviews to contact the company for assistance. Then, the team should follow through and do what they can to make things right when customers are unhappy.
Also, reviews can tell customer service employees how they’re doing when interacting with customers. The team can learn from reviews and posts about negative experiences customers have had.
Product managers can use the reports from the software to figure out what customers do or don’t like about products. Then, when looking to develop a new product, the product managers will have a better idea of what to create.
Your team may have ideas that excite them and that they think your ideal customers want. However, it can be hard to make sure something will sell without hearing from your customers directly.
Use your reputation management software to look for trends regarding products you and your customers offer. Whether you need to create a new product or update an existing one, you can make sure to offer something people will want.
You can keep from wasting time and money developing something that won’t sell. And you can minimize the number of problems with the product to help get more good reviews.
Special Considerations When Using the Software
When using even the best reputation management software, you may need to think about a few things. You shouldn’t just jump into using the software as soon as you sign up for it.
Like other programs, you have to consider things like access and how to use the program. Then, you can make sure the software will be a natural fit with the rest of your systems.
Be sure to consider the following things as you choose and use the software in your business.
Ownership vs. Access
First, you should consider that one department may control the software. You may tell the customer service team to buy the software and create an account for your company.
However, that doesn’t mean the customer service team will be the only group of people to use it. As mentioned, different departments should take advantage of a good reputation management program.
Be sure to consider who will have control over the software and who all will be able to access the program. Not every employee will need to use the software, but some will.
Knowing who controls the access can help ensure everyone who needs access can get it. If you don’t want one department to control access, you can sign up for the program and have top managers run it.
Respond Instead of Delete
It can be easy to use reputation management software to find and delete bad reviews. However, this can cause a few problems if a website even lets you delete the review.
For one, think about how that may make the review writer feel. They may feel like you don’t care about their opinion, and they may leave another, worse review.
Deleting reviews can also affect others’ trust in you. If someone sees a bad review and doesn’t see it later, they may think your company deleted it to hide something.
It can also be suspicious to see a business with only positive reviews. Sure, some companies may be that great, but having a couple of bad reviews that you respond to and resolve can help people trust your business.
Don’t Forget Compliance
Depending on your industry, you may need to comply with strict regulations when using any software. One of the biggest examples of this is businesses in the healthcare industry.
If you have a clinic, insurance company, or a similar business, you want to choose the best reputation management software for healthcare companies. That way, you can keep from breaking HIPAA rules.
Banks and other financial businesses may also need to be careful when dealing with financial details. So consider what regulations your business has to follow in general to make sure using reputation management software won’t affect your overall compliance.
Some businesses may not need to worry too much about compliance. However, it’s essential to consider before you choose software so that you don’t break any rules by accident.
The Learning Curve
Even if you choose the easiest reputation management software, you may still experience a learning curve. Because of that, you need to account for the time it will take to set up the program and learn how to use it.
If a lot of employees will use it, you may want to set aside time to train people. That way, you can keep from getting tons of questions that require you to work with people individually as they use the software.
You can ask a company how long it will take to learn to use their software. Once you can get an estimate on the time it takes to learn the program, you will be able to plan for that when implementing the tool.
Then, you won’t expect to receive a detailed report on reviews the day you start using the new system.
Will You Use the Best Reputation Management Software?
The best reputation management software can do a lot of good for many businesses. Whether you want to save time or make sure you sell the right things, you should use the right program.
We recommend Birdeye, and we think it’s the best software out there. Give it a try to see if you should start using the program in your business.
Do you want to learn more about managing your reputation with Birdeye? Contact us today!