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Table of Contents

• What is Review Management Software?
• The Common features of Review Management Software
• Benefits of Review Management Software
• How much does a Review Management Software cost?
• How to choose a Review Management Software
• Common questions to ask when choosing a Review Management Software

What is Review Management Software?

Review Management Software helps businesses monitor, manage, and respond to customer reviews and feedback across various platforms, such as Google and Facebook. This software aggregates reviews from all the platforms into one central location, allowing the user to easily monitor and respond to customer reviews and feedback.

Review Management Software is often confused with Reputation Management Software. However, the former is a part of the latter as the focus of reputation management software is to ensure that the business is perceived positively by its customers, and to do so, strategic actions are taken, which involve managing online reviews.

What are the common features of Review Management Software?

• Response management: Helps manage and respond to customer reviews and feedback on various online platforms where customers leave a review. It tracks and updates you about all the new reviews and allows you to respond to them individually. This helps improve customer satisfaction and build loyalty and trust among them.
• Review monitoring: Automatically monitors all the reviews and categorizes them on the bases of sentiment, rating, and keywords. This categorization allows you to identify trends and patterns in the reviews you get, allowing you to respond to them directly to engage with the customers and address their concerns.
• Review notification: Sends real-time alerts and notifications as and when customers post a new review or feedback about your business, products, or services on review platforms. This allows you to stay on top of your online reputation management strategy and quickly address any concerns mentioned by your customers.

What are the benefits of Review Management Software?

• Improved online reputation: With review management software, you can easily track and monitor new reviews and feedback from customers on various online platforms and analyze them to identify their sentiments. The tool also allows you to curate these reviews and display them in the form of badges and widgets on your website and social channels. This display of reviews attracts visitors and makes them trust you on the basis of what your existing customers are saying about you. Moreover, having your business reviewed on multiple online platforms increases your online visibility, which, in turn, has a positive impact on your reputation.
• Better local SEO ranking: Getting your products and services reviewed by your customers increases the user-generated content (UGC) of your website. Since search engines give higher value to UGC, these reviews help increase your SEO ranking. Besides, these reviews increase your online visibility and help you get more clicks or website visits, which, in turn, helps increase your website’s authority and click-through rate (CTR) and get a higher SEO ranking.
• Higher customer trust: Reviews are your opportunity to have a conversation with your customers. They tell you what you’re doing well, what you can improve, and sometimes, what you should never do again. An online review management solution allows you to immediately respond to the reviews, allowing you to thank the customers for choosing your goods and services and address their concerns, if any. That level of transparency is valuable to customers because they know what to expect and will see that you take feedback seriously.
• Increased conversion rate and sales: As discussed above, review management increases your SEO ranking, which means a higher number of visitors will land on your website. A good online reputation and higher customer satisfaction will act as your social proof, showing those potential customers that other people have had a positive experience with your business and that they can trust you too. The availability of reviews also decreases purchase anxiety, increasing the likelihood that a visitor will make a purchase.

How much does a Review Management Software cost?

Most review management software products are priced on a “per month” basis, and their entry-level pricing plan ranges from $23 to $124* per month. An enterprise product that’s priced higher may include additional features such as review badge management, multi-channel campaigns, and social sharing.

*The pricing included is for the entry-level/lowest-priced offerings found on vendor websites as of March 15, 2023.

How to choose a Review Management Software

• Analyze sentiment analysis capabilities: Sentiment analysis in review management software uses natural language processing (NLP) to automatically identify and analyze the sentiment expressed by customers in their reviews. It analyzes the text of the review to look for keywords such as excellent, fantastic, poor, terrible, and other such words to tag the reviews as positive, negative, or neutral. Once the sentiment analysis is complete, you can analyze the data to infer customers’ opinions about your business and take necessary actions to improve your products and services.
• Assess the dashboard of the tool: A dashboard provides a visual representation of your business’s online reputation as it provides a snapshot of key metrics and insights. It converts data, such as the total number of reviews received, average rating, sentiment analysis, review volume, and response rate, into various forms of charts and graphs. This visual representation of data makes it easier for you to read the data and identify trends and patterns to make data-driven decisions to improve your customer experience.
• Check negative feedback management features: Negative feedback management helps you monitor, respond to, and resolve negative reviews and feedback from customers. Using NLP, the tool identifies the negative sentiment of the received feedback and notifies you in real time so that you can respond to such reviews on priority. Some review management software solutions also offer pre-written templates that you can utilize to respond to such feedback in a professional and constructive manner and take the time to resolve customer concerns.
• Look for review badge management options: Review badge management in review management software allows you to display review badges or widgets on your website or social media profiles. You get the option to modify the look and feel of these badges to make them match your branding and website design. These badges can also reflect the most recent reviews from the customers automatically while you still have the option to filter out inappropriate reviews so that they don’t appear on your website or social channels.

Common questions to ask before choosing the best Review Management Software

• Does the tool let you send out review requests? Review requests allow you to request feedback and reviews from your customers via email or text message after they have made a purchase or completed a service offered by your business. You also have the option to automate this process so that the review request is sent to the customer at a specific time. If this is something you can benefit from, check with your vendor if they offer this feature in their tool.
• Does the tool support campaign management? Campaign management assists you in creating and managing review campaigns on various platforms with the aim of generating more positive reviews to improve your online reputation. You can create targeted campaigns and send automated review requests to customers via email or SMS, prompting them to leave a review on a designated review site. As this feature allows you to track and analyze the collected reviews and measure the impact of the campaign on your online reputation, make sure it is included in the solution you are considering.
• Does the tool allow social sharing? Social sharing enables you to share positive customer reviews and feedback on social media platforms such as Facebook, Twitter, Instagram, and LinkedIn. Check with your vendor if their solution supports this feature as this will not only help improve your online reputation but will also increase your backlinks and domain authority.