In the digital world, it takes work to keep your customers happy. Sometimes, even with the right customer-centric approach, your online reputation can be affected negatively by bad media coverage, negative reviews, and even your not-so-thought-out responses. This is where proactive online reputation management can help you not only identify the damage but also carry out the necessary damage control at the right time.
When everything can amplify on the internet and social media, digital marketers should be able to handle these situations before they blow out of proportion. To make it easier, we have compiled a list of popular online reputation management software to help you get started!
What is online reputation management?
Online reputation management or ORM involves actively monitoring your brand mentions on the web and social media and addressing any false or negative comments or reviews, reacting to any stories or coverage that paint your brand in a bad light, etc. This may involve replying to comments or reviews or realizing a public statement to address the content.
Here’s how an effective reputation management plan may work.
- Research and identify conversations around your brand. Look for different types of conversations, comments, and reviews on all possible relevant platforms. You can conduct an audit on social media, web search, review platforms or forums, etc., to know what your customers are talking about or how they are reviewing you.
- Develop a strategy on how you will improve people’s experiences. Identify who from your team will monitor reviews and conversations regularly, know what types of comments, feedback, or reviews you will address or respond to, and what would be your language and tone will be when responding.
- Execute your plan by taking the required actions on the reviews, feedback, etc., and continue to actively monitor and respond in a consistent manner to know if you would need any change in your strategy.
Why do you need to manage your online reputation?
9 out of 10 consumers read reviews before making a purchase. As customer expectations and experiences evolve, confidence in a brand has become more important than ever. A positive brand image can definitely influence a buyer’s decision.
Moreover, as the content on social platforms shifts quickly, so does the perception of the brand. Businesses need to know what is being talked about and how they can strategize to manage those perceptions.
That is why it has become necessary to monitor your brand online regularly. It can help you avoid potential losses in gaining new customers as well as increasing sales.
What is reputation management software?
Online reputation management software or review management software enables you to monitor web and social media for online reviews and simultaneously promote positive customer experiences by allowing you to take the required actions on reviews, comments, and feedback.
9 Best reputation management software for agencies
Here is the nine best reputation management software to keep you on top of your game!
1. Sociality.io
Sociality.io is an end-to-end social media management tool preferred by both agencies and businesses that offer various modules to automate social media activities, including Publish, Engage, Analytics, Listen, and Competitor Analysis.
Key features:
- Manage conversations and interactions with customers/followers with CRM-like tools
- Get data-driven insights in custom social media reports through the social media analytics module.
- Monitor social listening in real-time and access sentiment analysis and brand health insights
- Set competitor benchmarking based on historical data and performance or social media metrics.
Pricing: Starting at $99/month
Rating: 4.8/5 (as on g2.com)
2. Mention
Mention is a reputation management tool for both brands and digital agencies that offers various features such as Listen, Monitor, and Publish. It enables you to monitor social media and the web to manage brand perception. It primarily includes functionalities for social media management, social listening, social monitoring, brand management, and others.
Key features:
- Use multiple sources, such as social media, blogs, review forums, websites, etc., to crawl mentions.
- Get insights on the share of voice against your competitors.
- Respond to customers for timely crisis management.
- Get key insights on your audience and key topics for social strategy.
Pricing: Starting at $29/month
Rating: 4.3/5 (as on g2.com)
3. BirdEye
It is a popular review management software and messaging platform for both small businesses and enterprises. It integrates with over 3000 software to make it easier for businesses to get new reviews, manage customers, and improve online discovery. Birdeye offers various unique functionalities, including but not limited to review management, review generation, customer messaging, online reputation management, business listing management, referral marketing, and Google reviews.
Key features:
- Manage and generate reviews on Google, Facebook, and 200+ other platforms and websites.
- Respond directly to customer reviews, engage, and answer queries using a single inbox,
- Send automated, personalized review requests to customers after every purchase
Pricing: On-request
Rating: 4.8/5 (as on g2.com)
4. Yext Reviews
Yext is a comprehensive platform that offers solutions for marketing, commerce, support, workplace, and others. Its Reviews tool comes with many features that help you streamline your online reputation management strategy.
Key features:
- View, filter, and analyze reviews from the web.
- Respond to the reviews from a single platform.
- Generate reviews by sending requests to your customers.
- Get access to analytical insights, including sentiment analysis and review analytics.
- Monitor and respond to queries by your customers in real time on Google.
- Get inputs on how your competitors are performing against you.
Pricing: On request
Rating: 4.4/5 (as on g2.com)
5. Podium
Podium enables you to manage customer interactions and reviews on a single platform. Its all-in-one inbox enables you to manage reviews from different websites and pages. Moreover, as soon as you receive a review, you will get real-time notifications to respond accordingly.
Key features:
- Request reviews from your customers in an easy way.
- Respond to reviews in real-time, and communicate through text messages with your potential customers.
- Get competitor benchmark data, giving insights on how you fare against your competition.
Pricing: Starting at $289/month
Rating: 4.6/5 (as on g2.com)
6. ReviewTrackers
A popular online review management software, it allows you to collect reviews from over 100 third-party websites and platforms such as Facebook, Google, TripAdvisor, etc. It provides real-time notifications when a customer enters reviews, so you are prompt in responding according to your branding guidelines.
Key features:
- Monitor and manage reviews from 100+ sites on a single aggregator platform.
- Assign individual reviews to specific members of your team based on the content.
- Share high-impact and high-priority reviews easily.
- Get access to comprehensive competitive intelligence and sentiment analysis.
- Automate review generation and smart responses.
Pricing: On request depending on your needs and business size
Rating: 4.6/5 (as on g2.com)
7. Reputation
This all-in-one platform helps you manage customer feedback throughout the journey, starting from acquisition to loyalty. With features such as surveys, messaging, reviews and review booster, and social listening, you can not only manage customers but build a strong community.
Key features:
- Request, track, and analyze feedback from customers through different types of surveys.
- Request, monitor and respond to reviews to manage brand perception.
- Respond to customer messages from different platforms through a single, central dashboard.
- Get real-time alerts.
- Access comprehensive insights on competitor benchmarking and sentiment analysis.
Pricing: On-request
Rating: 4.5/5 (as on g2.com)
8. BrandMentions
BrandMentions is a well-known brand tracking tool. It offers features such as reputation management, media monitoring, brand monitoring, business intelligence, and competitor spying.
Key features:
- Track mentions about your brand or product on the web and social media.
- Get real-time notifications on mentions in your inbox.
- Access insights on tone and sentiment analysis with comprehensive reports.
- Gain data on social media reach, brand engagement rate, authors or influencers talking about your brand, and much more.
Pricing: Starting at $99/month
Rating: 4.6/5 (as on g2.com)
9. Brand24
Brand24 is a popular media monitoring tool that gives insights into brand mentions across various platforms and content formats.
Key features:
- Access brand mentions across social platforms, blogs, forums, news, podcasts, reviews, videos, etc.
- Instant alerts for negative mentions.
- Sentiment detection to differentiate positive, negative, and neutral mentions.
- Track and engage in online conversations.
Pricing: Starting at $49/month
Rating: 4.6/5 (as on g2.com)
Final Words
Online reputation management is all about creating a positive image of your business, brand, or product. You need to be prompt in monitoring and responding to both positive and negative reviews and ratings, so you can handle the situation before it’s too late! Addressing any content or feedback that can damage your brand requires you to have real-time access to what is being talked about your brand on different social platforms and the web. This is where online reputation management tools can give you the flexibility you need.
Choose an online reputation management software based on your needs, budget, industry, and platforms you would want to cover. So, get started now!
