So, you’ve decided to start investigating reputation management software, but you are unsure what kind of features you should look for. With so many options out there, it’s hard to know exactly what kind of features you need in order to develop an insightful customer feedback loop at your business.
With so many consumers trusting online reviews, you know that paying attention to online reviews has value, but how do you know you are getting the best value for your investment?
While there are many players in the digital reputation management space that offer solutions, there are some key features and reporting you will want in order to set your program up for success.
Here are the top things to look for when selecting a reputation management software.
Industry-Specific Natural Language Processing
Every industry is different, meaning you need a tailored approach to how you interpret incoming data. Natural language processing (NLP) is a form of artificial intelligence (AI) that allows computers to interpret written and spoken language. NLP makes it possible for computers to actually measure sentiment and determine which parts of language are most important based on how they are used contextually.
This is extremely valuable for people interested in protecting their online reputation because it provides a much deeper dive into the “why” behind someone leaving a review and makes it easy for the AI unit to categorize a user review and bridge the gap between computer understanding and human communication.
Having industry-specific NLP technology means your system will be better equipped to understand the actionable insights and trends from unstructured comments in online reviews that are needed to improve the consumer experience.
If you work in a specialized field like healthcare, this is particularly important because the NLP can detect phrases like “long wait times” and understand that the sentiment behind the comment is negative.
This saves you (or your team) a lot of work in the long run!
Dashboards and Reporting
Another feature you will want from your reputation management software are easy to understand dashboards and reports. In order to present ROI to the C-suite or to your marketing director, you need to have quality dashboards that are easy to understand.
Hard to read or use dashboards can cause organizational confusion and mistakes. When demoing different reputation management software products, make sure you ask about what kind of reporting views are available. Are they easy to understand? Do they sync up with internal surveys and third-party vendors? Do they offer same-day reporting?
All of these are features you want to have, to ensure the fastest and most accurate reporting possible.
One Place for All Your Online Reviews
Chances are, if you don’t already have reputation management software, you’ve been trying to keep track of all of your reviews on multiple different digital platforms like Google My Business, Facebook and others. That can be an extremely manual process and is certainly not efficient and probably not effective.
When selecting a reputation management software, you want to make sure it can support all the different digital platforms you need while aggregating all of your reviews in one easy to reach place. Another helpful feature is alerts – being able to set up automated messaging to let you know when there has been a certain type of review (usually a negative one) left on the web that you feel needs immediate attention.
This makes your team both efficient and effective.
Read the Reviews!
Would you choose a reputation management company with bad reviews online? Of course not!
Pay attention to online reviews about that company. Do they provide quality customer support? Are people unhappy with their level of reporting?
Chances are, you will have the same problems with that vendor if you choose their reputation management software.
In particular, look for solutions with quality reviews from industry-leading experts and high marks in:
- Customer satisfaction
- Solutions that scale for any size company
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