Reputation Defenders

10 essential review management software features

10 essential review management software features
Brad Withers

9 min

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10 essential review management software features

Choosing the best review management software for your business is an essential step.

Reviewing review management platforms can help your business and brand in many ways. With the right review management software, you and your team can:

  • Collect all customer feedback in one location.
  • Monitor your business and watch for opportunities to improve your product or service.
  • You should receive emails from customers whenever they give you bad reviews, which means you can quickly respond to them and work to correct any issues.
  • Identify trends in your business' reputational performance at the national, regional, or local level.
  • Fix any bugs quickly to develop a good reputation for yourself.
  • Use online feedback from customers to know when and where they're posting their comments.
  • Make sure that your reviews start positively and avoid any bad reviews.

Depending on how extensive it is, the best review management software can also help companies:

  • You need to collect and solicit customer input from different sources and channels (surveying, social listening)
  • Use analytical software and techniques to analyze your company's performance and extract insights that help you make better business decisions and improve operations.
  • Pin down customer sentiment at scale.
  • Use metrics that measure user experience (UX) and business performance (BPM).
  • Develop plans for strategic initiatives that improve the user experience.

Review Management Software Accuracy, Timeliness, and Reliability of Data

To evaluate the accuracy, timeliness, and reliability of the reviews generated by your review management software, ask each provider the following questions:

Find a company that collects and delivers your data in the most efficient way possible.

Your service providers should be able to track customer reviews and ratings across all the major review sites, social media platforms, and other online review outlets. They should also provide you access to APIs to pull reviews and ratings directly into your systems. You may also want to ask if they have integration deals with the various review sites, platforms, or other review services.

If you use any review platform, keep an eye out for duplicate reviews, missing data, late notifications, etc.

Your customer reviews management software needs to give you visibility into everything you want to know about your business' reviews.

Excellent User Experience and Ease of Use

An excellent way to evaluate a review manager's overall effectiveness is by asking yourself, "Is it easy for people using the product to access the data they need?"

With any software, there will be a certain degree of initial setup and training required before you get started using it. However, once you've done so, you'll need a tool that simplifies your processes, adds a layer of automated efficiency to your workflow, and introduces efficiencies to your business operations.

You should ask how your team can interact with customer ratings and comments on your dashboard. Can they sort and filter them by any criteria? Are they easy enough to organize into categories based on the reviewed product or service? Do they offer an option to easily display information such as the average rating or number of stars across various sources? How do they make it possible to see trends and patterns among your customers' responses quickly? Can you easily select specific groups within your database to view only those that meet specific criteria? Can you then download these results in a format that allows you to present the data to others in your organization? And finally, what kinds of visualizations and charts can you produce that allows you to compare and contrast your performance against competitors?

By asking yourself these kinds of customer service-related questions, you're helping yourself avoid the type of online review manager that will frustrate you and other users on the team.

Customer Experience Analytics and Actionable Insights

You should not monitor online customer ratings and comments for their own sake; instead, you should use them to improve your business.

It would help if you asked whether the software has analytical tools for generating actionable insight.

For example, examples of these tools include business intelligence software, marketing automation, social media monitoring, and competitive intelligence.

You need these features because customer feedback is an essential data source for understanding your audience better. What are people saying about you? What do they think about your product or service? And how can you improve your business based on what you learn?

To evaluate customer review management systems, look for ones that include analytical tools, such as text analytics and opinion mining, which allow you to dive into every aspect of customer reviews.

It isn't enough for your service provider to provide aggregated rating scores from different data sources. They should also be able to use text analysis techniques to understand the sentiment expressed by each review.

Review Request Features and Review Responses

It's essential to ensure that your customer service representatives can quickly answer customer questions regarding their experience with your company. They should be able to direct them to the sources of any complaints they may have received.

You should always check out any provider's integrations. Look for ways to upload your lists, create templates, and send automated emails.

Brands don't need to be afraid to approach what their customers think. Review request and review manager software can help your business grow by building its reputation, improving its search engine ranking, and gaining an advantage over your competitors.

Here are the top 10 essential features your review management system needs to have.

What's the best way to choose a good product? We've found some essential criteria to consider.

Increasingly, more and more consumers are discovering the value of online user review websites.

The problem is that many different solutions are available, and it can be hard to pick the best one. There are three main choices:

  • Develop your solution.
  • Embed the solution with your platform provider so they can help you get started.
  • Use a dedicated software application specifically designed to collect user feedback.

We'll talk about the pros and cons of each option later. But first, let's just get started by giving you an overall idea of what you need to consider when deciding which one to use.

1. What kind of solutions exist for collecting user review data?

If you send out 10,000 emails and text messages to past clients, but they don't respond, you will be right back where you started. We, therefore, have a strong emphasis on a high reply rate.

You first need to determine which rating systems each product uses, so you know how much feedback you can expect from each one. What are the average response time for ratings (usually 1- 5 stars) and free text responses? We've found that there is an enormous gap between the products available.

2) Review Moderation Module

A scathing review is coming in from a depressed customer. Potential buyers might notice it and hesitate before buying your product. How can you fix this problem? You could start moderating reviews.

That's what you need to know. Any good reviews platforms will provide you with the following:

Immediate unhappy user notification: To ensure you never overlook an unhappy user and can take immediate steps to make amends and win them back, with as little harm to your brand reputation as possible

Initiating a private conversation with your customers after they have unsatisfactory interactions with your business is essential.

You can reply publicly to reviews to show your willingness to fix any issues. However, your private conversations with the buyer are of the highest priority.

Customers who are satisfied with your service will want to give you positive reviews. You should be able to provide them with an easy way to do so.

Positive, enthusiastic, detailed, and valuable review posts deserve your attention and acknowledgment. Still, negative, short, generic, or unclear posts are usually an opportunity to ask your customer for feedback after they've purchased from you.

3) Protection against "fake reviews."

Fake reviews are everywhere in the eCommerce industry.

Positive and negative fake review sites both have an impact on your business. Positive fake review sites mislead your customers, encouraging them to buy mismatched items and ruining their trust when the facts come out. Harmful fake review sites damage your reputa­tion and scare off your buyers, forcing them into the arms of other sellers.

A good review management platform should help you manage reviews for your brand.

There are at least three methods for ensuring review authenticity.

Reviews by Invite Only: You may receive an email or text message from us inviting you to leave a review for our products. We reserve the right to send these messages to anyone who has previously expressed interest in receiving them. These reviews must be posted within 30 days of the original transaction date.

Anonymous people do not just post verified buyer ratings; the reviewer also signs them off. This makes them more credible than average user feedback, which often comes from people who don't want to be identified.

External customer ratings require social login to prevent anonymous negative comments.

4) Hands-free, brand-specific reviews

It would help if you asked for feedback, but don't expect people to give you any.

A good reviews management platform offers both customizing your invite and automating invites to look professional and on brand.

5) Reputation protection

Too often, negative user comments go unnoticed by business owners who don't have any way of knowing when they've been posted.

You're most likely to be able to get a bad rating removed if you respond quickly to any negative reviews.

One thing that another is what your review software allows you to do and, above all, what kind of things you'd like to be able to do with it.

There are several ways to solve this problem, so you must look into them.

If it's a nasty comment you don't want to respond to: You should be able to respond publicly by apologizing and suggesting a solution: for instance, a direct email address, phone number, or contact form where you can provide them with a refund.

If it's a bad rating you want to follow up on and fix whatever went wrong: You should hide the rating from your site for a limited period so you can contact the reviewer and ask them to delete or edit their comment. If you fail, they should be allowed to post it again.

If the reviewer has submitted an inappropriate rating, you may choose to take down the rating altogether or ask them to edit their rating.

6) Simple reporting and analytics

Very few review management systems provide good tools for retailers to track performance.

Unfortunately, this may be due to the low number of reviews submitted by most review management platforms. Before deciding which one to use, check whether they have a high enough number of reviews for you to analyze them properly. Also, to compare different platforms, you need to see their results before making any decisions.

The online shopping experience of the future will be far more data-driven than is currently the case. To stay ahead of the game, you need tomust fullytand your customers' data fully.sy and quick integration

It won't be worth the hassle if a content management system looks good on paper but is incompatible with your website or requires too much effort to install.

Be sure to consider the features offered by each provider before choosing one. Some providers offer integrations via native applications and extensions, while others rely on third-parties APIs or external services. Check whether the review system allows you to integrate with your backend. Finally, ensure that the review software can handle large amounts of data without slowing down your site.

8) Onboarding support and customer success program

There are different service levels for each type of review management software, both before, during, and after a sales relationship. Make sure you thoroughly investigate which level best fits your needs.

9. Controlling Your Customer Data

As part of the General Data Privacy Regulation (GDPR), you should know where personal data is stored. Some larger companies store their data outside of Europe, which isn't entirely unproblematic.

You should also know what will happen if you terminate your contract with the user review manager. Some platforms don't let you keep the user ratings you've accumulated for a new service. So, in the case of a switch, you'll have to start from scratch.

10. Next-Level Customer Support and Service

A critical question is: "How much technical support do you provide?" An ideal provider will say they are not just a software developer but also your tech partner.

You don't just need an online customer service team; from the moment you first contact them, your online review manager should provide quick responses to any issues you may encounter. When something goes wrong, they communicate clearly and effectively. And if there's no clear answer, they keep working until they get one.

Let's help your business get more positive ratings and customer feedback!

We'd love to hear from you if there are any ways we can help your business improve its ratings and reviews.

Updated

November 16, 2022

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