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Part 3: Technology, Choosing a Platform

 |  Reputation Management

This is Part 3 of a 3 part series on reputation management and online reviews. Click here to read Part 1 and Part 2.

As the B2C consumer purchase process became more focused on online reviews, the industry technology available was unable to fully catch up – until now. With the recent advent of online marketing tools, SMS-specific messaging channels, and full-service reputation management platforms, there are more options out there than ever before for small businesses looking to go full speed ahead with reputation management.

Finding a platform that helps manage and organize all the different components of reputation management is key. This means everything from requesting reviews to responding to new reviews to viewing all reviews across multiple platforms should be accessible from a single location. Review management can quickly get overwhelming, so transparency and visibility from all angles in a single location is key.

Here are a few key components and features to look for in a potential reputation management platform:

A single source of truth. Look for a platform that allows your team to manage all of your reviews in one place, creating a single source of truth for all things reputation management.

Review monitoring across all channels. Instead of having to log in to every single review site, your ideal review management platform will have insight into all site sites and channels and will even send notifications when a new review is posted.

One stop for review responses. Responding to online reviews through a single platform also gives all stakeholders insight into the messaging and approved response templates, which can be ideal when dealing with particularly negative reviews.

Easy outbound review requests. Sending a quick text message to ask a customer to leave a review is now the de facto method for any brand looking for a new review. Sending and receiving corporate text messages should be a standard feature of any modern review management system.

Conclusion

Online reputation management isn’t going anywhere. As social media, influencer marketing, and consumer’s reliance on outside recommendations continues to grow, online reviews and online brand management will only become more important. Having a proactive reputation management strategy in place – and having the tools to implement this strategy – will ensure your team is set up for success in this changing economic landscape. You can learn more here.