Customers expect businesses to be responsive when they leave reviews or make comments on social media. Monitoring brand mentions, analyzing brand sentiment, collecting reviews, and responding to customer feedback on the individual and collective level are important skills for the modern business, and they are impossible to complete without the appropriate tools in place.
Here are 21 tools we recommend looking into so that you can get your reputation management skills up to par.
- Google Alerts: Automatically detects when your brand is mentioned online and sends you a message so that you can respond appropriately.
- Trustpilot: This popular review tool allows you to upload a mailing list and contact your customers to review your products and services. The platform also makes it easy to automatically ask for reviews from customers immediately after making a purchase. The reviews are then submitted to Google and Bing as well as various social platforms and can be easily integrated on your own site. Trustpilot reporting makes it easy to monitor reviews. Reviews of Trustpilot tend to say the platform is very good and dramatically increases the number of reviews collected, and the platform is rated 4.1 at G2 Crowd.
- ReeVoo: ReeVoo is a content gathering platform that automatically collects reviews, stories, and other brand-relevant content from real customers. Users can filter the reviews to those most relevant for each product, such as whether the review was left by a parent or business owner. ReVoo also includes full reports and analytics to monitor trends and spot opportunities. The editorial review at FinancesOnline gives them an 8.5/10.
- FakeSpot: This tool uses artificial intelligence to automatically detect potentially fake reviews so that you can boost the trustworthiness of reviews for your brand. Using the tool only requires you to paste a URL and click the “Analyze Reviews” button. Each review is then assigned a letter grade based on its apparent trustworthiness. Users rate it a 3.6 on the iTunes AppStore.
- Yelp: Yelp is a very popular internet review platform, and local businesses and restaurants should definitely set up a profile on the platform so that you can respond to reviews and track engagement, as well as add a badge to your site to request reviews. Yelp only has a 2.4 / 5 at SiteJabber, but that doesn’t change how important the platform is as a place users check for reviews.
- Google My Business: This is the platform that Google local results and Google Maps use to display star ratings and information about local businesses. Claiming your GMB account, optimizing it with images and business details, and encouraging your customers to leave reviews of your GMB listing are all vital steps for any local business to get taken seriously and discovered in a modern context. Google My Business has a 4.7 on the App Store.
- Social Mention: A free search tool that you can use to see where you are being mentioned throughout the web. It provides you with information about sentiment and audience enthusiasm for your brand, keywords associated with your brand, and the latest mentions of your brand on social media. Also helps you find popular users who are talking about or have talked about your brand. Social Mention has an 8.1 / 10 at TrustRadius.
- SentiOne: Monitor what customers and others are saying about your brand with historical and real-time data, with the ability to filter results by positive or negative sentiment. Business insights and data-driven analysis allow you to use this information to adjust your strategy in the future. SentiOne has a 4.7 / 5 at G2 Crowd.
- Reputology: Monitor, analyze, and respond to customer reviews with sentiment analysis tools, 24/7 monitoring, and customer service tracking, with reporting on review-related KPIs. Reputology has a 4.7 / 5 at G2 Crowd.
- Review Push: A review monitoring tool that is especially helpful for local businesses with multiple locations by collecting them all in one place. Allows you to respond to reviews directly from your email inbox. Also identifies any important review sites that your business locations aren’t listed in. See reviews at the corporate, regional, and store level. ReviewPush is rated 3.6 / 5 at G2 Crowd.
- KnowEm: This tool identifies where your brand has profiles across 330 social media and news sites, presenting you with an overview of your visibility and what the profiles say about your brand. It also monitors these profiles for reviews and customer feedback. KnowEm is rated 4.8 / 5 at G2 Crowd.
- Social Report: Much like Social Mention, Social Report includes a monitoring tool with search and tracking capabilities. It is also a much broader platform with analytics, social scheduling, social inbox, reporting, and third-party integration capabilities. Social Report is rated 4.5 / 5 at G2 Crowd.
- TalkWalker: Using their free search tool, you can monitor the broad sentiment of your brand to see how it is perceived. The tool looks at tweets, posts, and articles about your brand, 150 million sites in all, and estimates how positive or negative the overall impression is. TalkWalker Alerts allows you to receive notifications when your brand is mentioned. Talkwalker has a rating of 4.5 / 5 at G2 Crowd.
- IFTTT: This tool allows you to integrate several other tools and assign logic to automate certain tasks. For example, you can use it to automatically notify customer service when a new Yelp review is made, or when TalkWalker Alerts sends a new message. Users rate IFTTT 4.66 / 5 at GetApp.
- Smart Moderation: This tool automatically moderates your social media comments on Facebook, Instagram, YouTube, and several other platforms. Rather than using keyword blacklists to moderate comments, the tool uses AI to detect spam, trolling, and abusive comments and automatically moderate them.
- AgoraPulse: Like Smart Moderation, this social media platform allows you to moderate your comments. However, instead of using AI, this tool moderates based on filters that you set. The tool allows you to do all of your social media monitoring and engagement in one place. Users rate it 4.8 / 5 at G2 Crowd.
- GoFish Digital Complaint Search: Automatically performs a Google search of 40 sites that users submit company complaints to so that you can monitor and respond to any negative reviews your brand is picking up. Use it to see which reviews are most popular, see ratings, respond to complaints, and potentially flag inappropriate reviews.
- Customer Lobby: Automatically collect reviews for Yelp, Google, Facebook, and several other platforms by requesting reviews as a part of the invoicing system. Requests to leave reviews are sent after a transaction is completed. A page at Customer Lobby also collects these reviews in one place. Users rate it 3.6 / 5 at BirdEye.
- ReviewTrackers: Monitors 80 different platforms for customer reviews so that you can respond to and monitor them from a single place. It also identifies patterns in your customer feedback so that you can see which specific issues and topics seem to come up the most, allowing you to deal with them more proactively in the future. It is rated 4.6 / 5 at G2 Crowd.
- Rocket Referrals: Scans your customer base and develops a profile for each contact that measures their loyalty over time. Allows you to send them targeted communications to earn referrals, reviews, and boost customer retention. Helps you identify who your biggest advocates are, time your communications for maximum impact, and even send handwritten cards. While the number of reviews is limited, users rate it a perfect 5 / 5 at Capterra.
- Reputation 911: Partially automates the process of removing and suppressing search results and reviews that reflect negatively on your business, especially when they are inaccurate.
Use these tools to monitor your brand mentions, collect reviews, understand your customers, and pull ahead of your competitors.
I am Natalia Hawkins, a content writer, and a blogger.