Online Review Management
Truly effective review management services
More than just software - fully managed review services including monitoring, active review and ratings improvement, competitive intelligence, and proactive review management solutions.
88% of consumers trust online reviews as much as a personal recommendation. Our service can remove negative reviews, increase star ratings and grades, and mitigate negative customer feedback.
Review management services
- Monitor online reviews
- Catch negative reviews before they're posted
- Yelp review management
- Google reviews management
- Healthgrades reviews improvement
- Improve TrustPilot reviews
- TripAdvisor reviews
- Facebook reviews management
- ... and more. 25+ review platforms served
A better way to improve online reviews
We’re proud that every review management campaign we run results in star rating improvement for our clients.
Negative review root cause analysis
When bad reviews and rating exist, there is usually a root cause. We can help companies and restaurants find the cause of negative online reviews in an objective way based on aggregated feedback. You can use this information to improve customer satisfaction at the same time Reputation X increases star-ratings.
Easy Input with either lists or API integration
We can input prospective reviewers with either a bulk uploaded Excel or CSV list, or via API using a Zapier integration. The API increases the timeliness of review requests - but both methods result in better reviews for our customers.
Review monitoring on over 25 review sites
We monitor mentions of your brand on over 25 different review sites, blogs, and social media.
Lists are de-duplicated so the same person doesn't get a request twice within a specified period of time.
We send reviewers to the right sites
Reviewers are automatically sent to review sites they already use and are logged in for first. That makes it easy for them because we automatically populate their review with five stars before they write it. If reviewers are not logged in, or our customer needs more reviews on a different site we send them there instead. This way customers get a balanced array of reviews on the sites that matter most to them.
How the online review process works
Start by auditing existing reviews
A typical process for improving online reviews starts with auditing your existing reviews. We’ll look for negative reviews that violate the terms of service of the site and try to get them removed.
Identify probable positive reviewers
From there, we’ll identify customers who are the most likely to provide good reviews of your product or service, and work to send them to the review platforms that will best help your brand.
Catch negative reviewers before they engage a public review platform
In the same way, our process acts as a go-between to catch many customers before they leave negative reviews, as well as encourage happy customers to leave high-quality positive ones.
Channel dissatisfied customers to your response team
Finally, we’ll direct any dissatisfied customers to you to help you handle any customer service concerns offline (further stemming the flow of negativity).
Walk-through of the process
- Companies provide Reputation X with a customer list in Excel or CSV format. Our review management tool sends either a text to their phone, or an email and asks them a simple question about their experience.
- If the answer is good, or "thumbs up" we send them to one of three review management sites of your choice.
- If the user is already logged in to a service like Google we will usually send them there first because it saves a step and results in higher conversion rates for positive reviews.
- If the answer is not so good, we ask them why. We don't send them to a review site. This enables the customer to "vent" on a site that will not post to Google. We also alert you to the problem so it can be dealt with in a timely and positive manner.
Differences between online review platforms
There is a significant difference between review management services, both in the results and associated costs. This can be broken down into three categories:
Review monitoring services
The most inexpensive kind of review management campaign is simple monitoring. Monitoring alerts you to a problem but it doesn't improve star-ratings.
Automated review management
Most review management is automated. When a survey is generated for a customer, the system sends out an email or text asking the customer to provide a review. Because it's automated, no people are involved (lower cost) but neither is one very necessary ingredient - human empathy.
Human-augmented review management
This is how Reputation X does it. When you add real people to a review management program, you have the best of both human and machine working to improve star-ratings, reviews, and testimonials. A managed review strategy means good reviews can be channeled to the places they're needed most. It also means that problem reviews can be dealt with more effectively.
The net result is better reviews, faster.