Reputation Management Walkthrough

Today, the online reputation of a business is defined by its customers. Reviews, accurate business information, and social media activity defines their online reputation — and often, whether or not a consumer decides to do business with them. Businesses need a way to manage all these factors in a scalable way.

With Reputation Management, businesses can now easily manage and monitor their online reputation — all from one place! Monitor what people are saying about your business online and improve visibility in local search. Also, track the competition, stay in the know with automated alerts, and get progress reports to see how your reputation has improved.

How it Works

  • When you first open the dashboard, you will land on an overview page, which provides a summary of recent activity, and high-level analytics.
  • On the Reviews tab, you can monitor online reviews from various key sources across the web, all from one place! Here’s where you’ll see the average aggregate rating of all your reviews along with a total number of reviews. Compare yourself to the industry average and take action to improve.
  • Start by analyzing your top keywords. This shows the top 10 keywords your customers use most often in reviews. Powered by artificial intelligence, this section provides a lot of insight into what your customers are saying about your business.
  • The most important action you can take on this page is responding to reviews. Recognizing customer feedback, both positive and negative, is an excellent marketing opportunity for your business. And, if you don’t know what to say, use one of the review response suggestions. These are intelligently recommended to you based on the sentiment of the review, so you’ll always have the perfect response.
  • On the Response Templates tab, you can manage all your suggested responses. Just click edit to edit the response, add in dynamic components to make it more personalized, delete any of the default ones, and even add in some of your own.
  • To help keep your reviews organized, you can always update the status of reviews and then filter based on the source, rating, or status (like those without a response).
  • On the Review Display Widget sub-tab, you can show off your good reviews on your website using this widget, which is totally customizable. Then, just plug the code into your website and it will automatically show off all your best reviews to people visiting your site.
  • Under the Statistics sub-tab, you’ll be able to see your business reviews showcased over time. Understand points in time where you were receiving bad or no reviews. This is a good indicator that it’s time to ask your customers for reviews. Here, you’ll also see your average time to respond to those reviews. Responding to reviews in a timely manner is important for keeping customers happy and showing potential customers that the business is responsive.
  • The Insights tab is powered by artificial intelligence, allowing you to dig deep into your customer reviews. Your trending keywords are analyzed for sentiment, which basically means how positively or negatively that word is used in your reviews. Clicking on a word allows you to see how many times it’s been used in your reviews and you’ll also be able to see all the reviews that mention it. Use this insight to learn more about what your customers love about your business and also areas for improvement.
  • The Listings tab analyzes your key information on relevant search engines, review sites, directories, and social media sites.  It also shows you whether your business information is accurate, found with possible errors, or not found. Edit your business information to make any necessary changes. To correct or claim listings, just click the dropdown and edit or create a listing. This will take you to the source where you can log in or create an account. As you update your listings, your overall score will improve.
  • The Citations sub-tab — Citations are all of the websites that display your business’s phone number. These are typically smaller, hyper-local, and industry-specific sites. Our system pulls in tons of interesting information, so it’s worth exploring.
  • The Statistics sub-tab is where you can monitor the listings score and the total number of citations found over time to see how you’ve improved.
  • The Google Q&A tab is where you will go to see all the questions and answers that the public has left on your Google My Business listing. It’s important to monitor the questions being asked by the public to ensure you can provide a professional and correct answer. You will be alerted each time a new question is left on the listing so you can be the first to address it. This is an opportunity to showcase your business’s dedication to an excellent customer experience. It’s also good practice to ask and answer your own questions to provide potential customers with accurate FAQ’s about your business.
  • The Competition tab is a great place to keep tabs on other companies in your area and industry. Here, you can monitor your business’s presence on search engines and compare it with your competitors. You can also benchmark your social media audience against the audience of your competitors. This information lets you know whether your customers are finding your business online instead of the competition.
  • The Mentions tab allows you to discover what people are saying about your business — positive and negative — in order to maintain your reputation across the internet. It’s like super-human hearing. You can set up a search for your business’s name and/or nickname and include the city you’re located in. You can also set up a mentions search for key people at your business. You can enter up to 25 mention searches in total and use “must include” and “must not include” to eliminate recurring irrelevant results.
  • The Social Tab is where you can monitor likes and followers over time. Filter through your different social profiles and focus on social activity within a specified date range. Under Employee Monitoring, you can monitor the Twitter accounts of any of your employees to ensure that they’re being positive Brand Ambassadors.
  • On the Statistics sub-tab, you can view stats on all your social profiles and compare your presence against the industry average. This graph is interactive, so hovering over the date will help you understand key points in time.
  • The Reports tab is where you can see all of your weekly reports. Check out the reputation section to see a roll-up of everything your dashboard is monitoring including recent reviews, top keywords, and the average time to respond to reviews. Refer back to your reports regularly to see how you’ve improved.

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