Reputation Management
The suite of tools designed to help businesses monitor, manage, and improve their online presence through customer reviews and feedback. This function is crucial for businesses that want to build trust, attract more customers, and maintain a positive brand image.
Review Monitoring
What It Is: A centralised dashboard that tracks reviews across major platforms like Google My Business, Facebook, and other review sites.
How It Works:
Real-Time Alerts: Get instant notifications when new reviews are posted.
Sentiment Analysis: Quickly identify negative reviews for prompt action.
Trend Tracking: Monitor changes in your review score over time.
Automated Review Requests
What It Is: Allows businesses to automatically request reviews from customers via SMS or email after a service is completed.
How It Works:
Customisable Messages: Tailor review requests to align with your brand tone.
Smart Targeting: Send requests to customers most likely to leave positive reviews.
Timing Control: Schedule requests to be sent at the optimal time for better response rates.
Review Management
What It Is: Tools to respond to and manage reviews directly from the dashboard.
How It Works:
Reply to Reviews: Respond to positive and negative reviews to show customer engagement.
Resolution Tracking: Document actions taken to resolve customer issues.
Flagging: Identify spam or inappropriate reviews for removal on supported platforms.
Feedback Funnel
What It Is: A system to direct satisfied customers to leave public reviews and dissatisfied customers to share private feedback.
How It Works:
Segmentation: Positive feedback is redirected to platforms like Google or Facebook for public posting.
Negative Feedback Routing: Dissatisfied customers are invited to submit their concerns privately, allowing businesses to address issues without public exposure.