Online Reputation Management
Consumers Pay Attention to Your Reviews—Do You?
Online Reputation Management & Review Monitoring
Online reviews are a crucial factor in consumer purchase decisions, influencing their choices more than any other element. Surveys show that 95% of consumers read online reviews before they shop and 58% say they would pay more for a brand’s products with good reviews.
Partnering with our team of industry experts and using our Online Reputation Management software platform allows you to effectively monitor, respond to, and analyze your online reviews across all locations. Our comprehensive reputation management services provide you with the tools and insights needed to enhance your online reputation and customer engagement. Our key features include:
- Review Aggregation. Aggregate reviews from major platforms such as Google My Business (GMB), Facebook, Yelp, and other top networks into a single, easy-to-use interface, saving time and effort.
- Response Management. You’ll have in-app capabilities to respond to reviews within the platform, monitor and optimize the speed of your response, and optimize responses to enhance customer satisfaction.
- Keyword Sentiment Analysis. Analyze the language and keywords used in reviews to gauge customer sentiment so you can identify common themes, areas of concern, and opportunities for improvement.
- Voice Share Analysis. Understand your brand’s presence, reputation, and influence in the online conversation compared to competitors so you can measure the effectiveness of your strategy and identify areas for growth.
- Competitive Comparisons. Compare your ratings against those of your competitors and get valuable insights into your market position, highlights of your strengths, and areas where you can improve.
Learn more about how you can better leverage your online reviews.
“We have been proud partners with IntelliShop since 2002, and their dedication to excellence has been instrumental in our success helping us enhance our customer experience. Over the years, they have proven to be incredibly adaptable, expanding their services to include detailed merchandise audits and a comprehensive survey program. During the challenging times of the COVID-19 pandemic, IntelliShop was a committed partner, providing operational audits that helped us navigate and overcome unprecedented obstacles. Their responsiveness and commitment to our needs have been unwavering, making them an invaluable ally in our journey. We highly recommend IntelliShop to any business seeking a reliable and innovative partner dedicated to excellence and customer satisfaction.”
Cindy Cosenza
Sr. Director of Customer Relations at Micro Center
Online Review Response & Engagement
By engaging with consumers who leave reviews, you demonstrate that you value their feedback and care about their experiences. Given that 95% of customers read online reviews before making a purchase, your responsiveness can significantly impact their perception of your brand. Our Online Reputation Management software solution makes it easy:
- Send automatic, personalized replies to customers as soon as they leave a review, making your customers feel valued and heard.
- Use on-brand response templates with pre-approved language to maintain consistency across all customer interactions.
- Respond to reviews as they happen, significantly reducing response times and showing customers that you are attentive and proactive.
- Engage with both positive and negative reviews to manage and improve the overall customer experience—and your reputation. Thank customers for their praise and address concerns constructively to show your commitment to improvement.
Our software Online Reputation Management solution helps you effectively listen to, monitor, and respond to your customers across all review platforms, enhancing customer satisfaction and boosting your brand’s reputation.
Build Brand Ambassadors
Interacting with fans is a phenomenal way to build loyalty among customers and turn them into brand ambassadors.
Monitor Conversation Trends
With online reputation management, social listening insights are delivered with an action plan for how to manage online conversations and build a positive customer experience.
SEO Optimization
Social media is a ranking signal to every major search engine. How you engage, interact, and use your brand’s digital media channels to engage will affect your listings.
Platform Expertise
Targeting audiences on Facebook differs from LinkedIn due to platform-specific communication styles. Understanding each platform’s nuances is essential for effective engagement, and we can help you with that.
Local Listings Management
Through IntelliShop’s Online Reputation Management software, local listings gives you comprehensive control over your business information across 200+ networks from a centralized platform.
Key features include:
- Direct API Integration: Seamlessly connect with 40+ key networks for real-time updates and management.
- Metric Reporting: Access detailed reports on traffic, impressions, search queries, and other key metrics from major publishers like Google, Facebook, Yelp, and Bing.
- Duplicate Management: Suppress and delete duplicate listings to maintain a clean and accurate online presence.
- Local Search Optimization: Improve your local search rankings on platforms such as Google My Business, Facebook, Yelp, Apple Maps, Foursquare, and more.
- Profile Management: Approve or reject publisher profile suggestions to ensure consistent and accurate information across all platforms.
By consolidating your business data management, IntelliShop Listings helps improve your local SEO, maintain brand consistency, and provide consumers with reliable information wherever they search.
Sync, Update & Manage Business Listings
With our Online Reputation Management solution, we ensure your business is able to maintain accurate and consistent listings across 40+ direct integrations.
Profile Optimization
We perform audits and recommend profile updates across locations to command a next-level local search presence for your business.
Dominate Local Search
We can track, analyze, and optimize your local listing profiles to ensure SEO is optimized and your locations are showing at the top of local search results.
Maximize Search Rankings
We can help your team maximize localized marketing for your business through local search rankings, local presence, and visibility.
Competitive Intelligence
Online reputation management provides strong competitive intelligence and allows you to monitor your competitors’ activities in real-time and gain actionable insights, enabling your business to outpace the competition, increase revenue, and enhance brand loyalty.
Our comprehensive analysis helps you:
- Develop strategies to outperform rivals
- Compare your brand against others
- Identify areas for reputation improvement
Understanding the competitive landscape is essential for building trust and distinguishing your brand.
Case Study
Online Reputation Management Helps Retail Chain Expand Growth & Build Loyalty, Increasing Reviews by 1,400 with 4.9 Star Rating in 90 Days
THE CHALLENGE
A regional retail chain with expansive growth plans needed IntelliShop’s Online Reputation Management solution to understand their competitive brand position at a local store level, as well as identify trends to beat their competition, increase revenue and build brand loyalty.
THE SOLUTION
Using the Online Reputation Management platform, a detailed, comprehensive review was developed by IntelliShop to evaluate all store locations’ online reputation, and how this compared to national brand and local business competition. Additional analysis was conducted on national brand competitors to provide a side by side view of average rating, total reviews, review site distribution and customer experience related to product, service, location, value and customer sentiment categories.
Access to this detailed analysis was made available to the client in real-time through the review management dashboard. Monthly performance summary reports were also delivered to the clients including reputation trend and performance analysis, and insights into action recommendations.
OBJECTIVE
Using Online Reputation Management, the client sought to:
- Increase competitive intelligence at a local store level through actionable insights
- Improve local SEO rankings
APPROACH
IntelliShop recommended within Online Reputation Management solution:
- Real Time Insights: Monitor competitors online world in real time and receive detailed, actionable insights at a store, regional and corporate level.
- Competitor Intelligence Identify competitor intelligence on identified national brand and local business online reputation key metrics to improve local SEO rankings.
THE RESULTS WITH ONLINE REPUTATION MANAGEMENT
The client gained immediate visibility to better understand customer sentiment expressed through online reviews at a local store level, as well as how they index against local competition and national brands. To maintain market leadership, and continue to show at the top of near me search results, the client improved performance in every key online reputation metric (average star rating, number of reviews, response rate and time) to improve local SEO ranking.
Using IntelliShop’s online reputation management platform and competitor intelligence, in just 90 days store locations increased reviews +30% adding 1,400 additional reviews compared to the prior period, and maintained an average star rating of 4.9 leading all national brand competition.
For “near me” searches, a star rating increase of just 0.1 could increase the conversion rates of a business location by 25% (Uberall). Also up to 79% of Google’s Local 3-Pack, appearing in the top 3 of local SERP, ranking factors are addresses by reviews, listings, pages and social (Whitespark Inc., 2020). People buy from those they trust.
Customer Insight Reporting
Understanding your customers’ experience through analysis and data is what you need to drive increased revenue, loyalty, and conversion strategies. All of your data is delivered in a report that shows progress over time, and you can schedule it to be delivered at daily, weekly, or monthly intervals. A Review Summary can provide insights within the specified time period, such as:
- Average star rating
- Number of reviews received
- Number of reviews compared to the previous period
- Ratings Breakdown: number of reviews by star rating
- Average rating compared to the last period
- Most Active Sources: shows the number of reviews and average rating by source
With Customer Insight Reporting through our Online Reputation Management solution, our team of world-class strategy and analytics consultants will listen to the voice of your customer and provide insights that deliver results.
Customer Experience Analysis
Real-time deep categorization of the overall sentiment within the feedback your customers are leaving you online.
Customized Reports with Combined CX Intelligence
Our flexible, powerful software generates real-time data to make sure you have the most accurate and helpful data at your fingertips when you need it.
Competitor Insights
Side-by-side keyword, experience, and rating analysis to see where you may be edging out your competition or opportunities to where your competitors are falling short.
Expert Growth. Minimal Spend.
Leverage real-time customer sentiment and keyword tracking, with monitored experience tracking, to provide a single source of truth.