What do business owners, brand managers, and local marketers all have in common? All of them worry about getting a 5-star rating on their brand’s digital profiles.
Word-of-mouth reviews are no longer the only source of business recommendations for your brand’s customers. While 85% of customers consider word-of-mouth reviews to be an important source of information about a brand, 77% of them say that the content they find on search engines is just as important, and 71% of them say that information from digital maps factors into their purchase decision as well. Online reviews and ratings are arguably the most trustworthy source of business information by a substantial percentage of customers.
Your digital presence, local content, and online reputation can have the greatest impact on your brand’s success, but you also need to keep in mind that managing your reviews at scale is not easy and that there is a lot of great technology out there that can help automate this process.
Here are 4 ways in which a reputation management software can make life easier for you and your brand.
#1 Aggregate Business Reviews
Getting a lot of customer reviews is great for your brand (assuming they’re positive, of course), but keeping track of them manually can be difficult and time-consuming. Business discovery platforms like Yelp and Google generally notify you about new reviews on your digital profiles via email. While that’s great, clicking on an email CTA every single time you receive a new review is still a cumbersome task.
A good reputation management solution can aggregate, organize, and display all your new customer reviews in one place. This can save you and your brand countless hours, help you gauge customer pulse better, and allow you to respond to reviews directly from your dashboard.
#2 Set Up Canned Responses
As a local business, responding to reviews regularly should be one of your top priorities if you want to build a relationship with your customers. Even Google encourages you to respond to customer reviews; in fact, Google says that this will greatly improve your brand’s local ranking as well! If that isn’t reason enough to start responding to reviews right away, I’m not quite sure what is.
89% of consumers read businesses’ responses to reviews, and spending the time to thank your customers for a positive review or some well-deserved critical feedback can show that you care about your customers.
However, we all know that sitting on your computer desk and manually typing out one review response after another every single day is a lot of work. At the same time, you don’t want completely automate your reviews and risk sounding like a robot that uses the same response for every single review (we’ve all seen brands do this, and honestly, what’s the point?).
This is exactly where the ability to set up canned responses for your digital profiles can help you out—allowing you to create your own unique response template library for different types of customer reviews and automatically push your responses out to reviews on any business discovery platform. Working with a provider that can help you set up canned responses puts you in control of your review management. It will give you greater insight into what you can automate and what needs human support and attention.
Setting up canned responses can save you time while ensuring that you deliver a great customer experience.
Bonus: Check out our curated list of review response templates if you’re looking for some inspiration!
#3 Track Review Analytics & Insights
Did you think your job ends with just reading and responding to your customers’ reviews? Nope! The reviews that you get on your brand’s online profiles are a reflection of how customers feel about your business, and tracking metrics like the average star rating, site-wise star rating comparison, etc. will make you understand what your customers’ likes, dislikes, and needs are.
Measuring review analytics can be especially helpful if you’re a big brand that has several physical stores in different locations. Comparing the review ratings and other metrics from different store locations can tell you which store is performing well, and automated insights from these analytics can give you a fair idea of why it’s doing better than your other stores.
#4 Generate More Reviews
Who doesn’t want to get more reviews for their brand? They improve your visibility across your digital landscapes, they build consumer trust, and they ultimately give your brand a stellar online reputation. But, sometimes, getting a customer to write a review for your business might require that extra little nudge, and review generation campaigns allow you to do just that.
Review generation campaigns typically involve sending text messages or emails requesting your customers to leave you a review on your brand’s digital business profiles.
Shoot for the Stars!
And that wraps up our short post about how brands can automate their reputation management! Remember, the reviews game isn’t one that you can ace overnight, and it takes time and effort to get organic positive reviews from your customers on your digital business profiles.
It goes without saying that no matter how much you work on automating your review management, at the end of the day, your customers are talking about their experiences with your establishment in their reviews. Make sure you deliver great customer service and offer quality products to your customers to keep those review ratings soaring!