Reputation Management
Reputation Management allows you to monitor your listings, reviews, mentions, social media and search engine share of voice to ultimately improve your online reputation.
Feature Overview
Here is an overview of the 6 widgets found on the main page of this feature.
Review Summary - Number of stars, total reviews and recommendations
Keywords - Common topics mentioned in their reviews (keywords are clickable)
Listing summary - Listing score and listing accuracy
Top Review Sites - Includes the number of reviews on each site
Competition - Search presence vs their competitors
Mentions - Any mentions of specific keywords that are being tracked.
The Reviews Tab
Here you can monitor reviews from various key sources across the web, all in one place!
See the average aggregate rating of all reviews and compare it against the industry average
Analyse the top 10 keywords that customers are using when talking about the prospect's business in their reviews
Respond to reviews quickly and easily, from one dashboard. These reviews can be easily filtered for example 'action required' to see reviews which have not yet been responded to.
You can use the Manage Reviews section to recognise customer feedback, both good and bad and respond accordingly. You can even use our automatic AI responses which recommend responses based on keywords included in the review!
These automatic responses can all be customised in the Response Template section and edited individually to suit your needs.
Dynamic fields can also be used to automatically populate elements of the response
Review Display Widget
You can use this section to create and design a custom widget to display reviews on a website. Simply choose the colours and styles you want to usem then copy the custom piece of code that the system creates, then add it to the website.
Listings
The listing section shows how many listing sources the business is present on. It shows data from:
- Search engines
- Review Sites
- Social Sites
- Directories
This data can be managed from the settings cog or the listings section on the left nav
All data is driven from the primary business data on the account (shown below). It is imperative that this data is correct and if there are any discrepancies, the information can be edited from here.
Below is an example of one of these sources that shows possible errors vs the core business information (anchor data). This information can be updated easily from here to match the anchor data on your account.
Citations
These are any listing sites that display the business' phone number. These sites are smaller, hyper-local and industry-specific sites
Google Q&A
This section allows you to manage and respond to questions asked by customers through the Google Business Profile. It is good practice to have responses to questions in this profile so if there are no questions, create your own via the 'ask a question' button and answer them as well to create a good set of FAQ's for the business!
Mentions
Using the mentions tab, you can discover what people are saying about the business, both positive and negative and manage the business reputation across the web.
To set up this feature, click on the settings cog at the top, or access mentions through the left-hand settings nav
When configuring the keywords in mentions, think about how someone would reference the business via a news article, blog or webpage. You can start by adding things like business name, nicknames for the business the city the business is located in or particular people that work at the organisation.
There is a maximum number of 25 mention searches
Once configures, it can take some time to populate mention results, so please be patient
You can use the mentions timeline to get an overview of whether mentions are pulling positive or negative results and use the filters on the right to stay organised
Social
Monitor likes and followers over time. Filter by different social accounts and use the employee monitoring section to monitor what your employees are saying about your business on their socials, making sure they are being positive brand ambassadors (requires setup of the individual account within this section).
Analytics
This is section provides powerful metrics over time to see how the business is improving. They can also access trending keywords which are analysed for sentiment
If you click on the keyword (eg 'support'), you can see how many times that keyword has been used in reviews!
Use this section to find out exactly what customers love about the business, as well as areas that need to be addressed for improvement.
