Top Free Online Reputation Management Software

Check out our list of free Online Reputation Management Software. Products featured on this list are the ones that offer a free trial version. As with most free versions, there are limitations, typically time or features.

If you'd like to see more products and to evaluate additional feature options, compare all Online Reputation Management Software to ensure you get the right product.

Top 10 Free Online Reputation Management Software in 2021

  • Birdeye
  • Podium
  • Swell
  • Trustpilot
  • ReviewTrackers
  • Grade.Us
  • Vendasta
  • Yext
  • NiceJob
  • AppFollow

View Free Online Reputation Management Software

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
(1,036)4.8 out of 5
Optimized for quick response

Birdeye is an all-in-one Experience Marketing platform for multi-location businesses. More than 60,000 businesses of all sizes use Birdeye every day to be found online and chosen through listings, reviews and referrals; be connected with leads and customers on the channels of their choice, and deliver the best customer experience with survey, ticketing and insights tools. Founded in 2012, Birdeye is headquartered in Palo Alto, and led by alumni from Google, Amazon, Salesforce and Yahoo. Birdeye

SO
Makes managing our company reviews easy and fast. Read review
DP
The security and ease for customers to register their thoughts. Read review
(1,181)4.6 out of 5
Optimized for quick response

Podium is redefining the way customers interact with local businesses. From collecting reviews on the sites that matter most, text-enabling your website with Webchat, collecting payment via text, gathering private feedback after an experience to managing all your customer messages from one central dashboard with Inbox, Podium is the answer. Podium’s Interaction Management platform uses messaging to make it convenient to interact with your leads, customers, and team at every customer touchpoint

AT
I love this software as it has sophisticated functions, which makes this system unique with respect to its operations, I like it primarily since it... Read review
SB
I worked primarily with Eli and Jen throughout our Podium experience. The best part of working with them is their capacity to mix efficient and... Read review
(196)4.6 out of 5
Optimized for quick response

Swell is a customer engagement toolkit that helps local businesses provide convenient online experiences and improve their customer interactions. With Swell, users can send messages in various formats to individuals or targeted groups, all from a single messaging tool. They can engage site visitors via webchat and reduce friction around appointment-scheduling and payment submission. And they can easily send and respond to customer surveys and gather more positive reviews. Business growth is all

Erin L.
EL
Our team likes the ease of use, we have too much to do and don't have time to learn more programs. Read review
CR
The cost, we were using podium switched to you Read review
(159)4.0 out of 5
Entry Level Price:Free Per Month

Trustpilot is a customer review management tool that helps you connect and build trust with customers and potential customers. Automate your review collection process, gather feedback, improve organic search results, increase CTR and conversions on paid search with Google Seller Ratings, and amplify your online presence with Trustpilot.

SH
In the wake of internet, many business have transferred a huge chunk of their operations online. Bearing in mind that online interactions... Read review
MIGUEL ANGEL M.
MM
Trustpilot is a user feedback platform that is very easy to use, versatile and that is modernized every day to keep up with the times we are... Read review
(133)4.6 out of 5

ReviewTrackers is the award-winning reputation management and insights platform trusted by over 50,000 businesses. Reliable, accurate, and easy-to-use, ReviewTrackers specializes in aggregating and analyzing online reviews from all major review sites, and in helping multi-location businesses discover and interpret key customer insights to optimize operations, increase local SEO, and build customer loyalty. Features of the Software-as-a-Service platform include customizable review notification

Myranda G.
MG
Review Tracker's customer support team is outstanding. They are always quick to respond and resolve issues and are very friendly! I love the... Read review
Nikita B.
NB
Review trackers has helped me keep track of and garner more reviews for my company at a low cost and high ROI. Read review
(142)4.6 out of 5

Grade.us is the #1 white-label review management and marketing platform for marketers, agencies and SEOs. The platform offers a suite of tools to: (1) convert happy customers into reviewers on the sites that matter; (2) recover disgruntled customers and pre-empt negative reviews; (3) monitor customer reviews across scores of third-party review sites; and (4) market your 5 star reviews to reach a broader audience with SEO-friendly web and social media content. We support complete automation of

Emily B.
EB
Reputation Loop makes it easy to get customers to leave reviews. They get posted to big sites like Google and Facebook. It simply texts or emails... Read review
Sara D.
SD
Reputation loop is very simple to use to help a new or old business gain customers because of their excellent reputation! Read review
(149)4.3 out of 5
Optimized for quick response
Entry Level Price:$0 per month

Vendasta provides an end-to-end ecommerce platform to 40,000+ partners who sell digital products and services to more than four million small and medium businesses (SMBs) worldwide. These partners include marketing agencies, independent software vendors (ISVs), and media companies. The Vendasta Platform allows these groups to easily adopt new solutions from a marketplace of cloud-based technologies that they can sell under their own brand to their SMB customers. The platform provides AI-driven

Scott T.
ST
The concept is great until you look under the 'hood'. They seem to have a wide variety of products/services, but that's where the positives end. Read review
AM
Wide range of products and seamless brand integration (as long as you pay for it). Read review
(166)4.4 out of 5
Optimized for quick response

With a mission is to help businesses and organizations around the world deliver official answers everywhere people search, the Yext Search Experience Cloud platform puts businesses in control of their facts online. Starting on a brand's website, then extending across search engines, voice assistants, maps, apps, and chatbots, Yext helps its customers provides accurate, up-to-date, official answers to consumer questions across the entire search ecosystem. Yext has been named a Best Place to Wor

AC
I liked how simple and easy it was to manage a large number of local listings across a multitude of platforms from one central location. Read review
AT
Being able to make an update to a location or multiple locations from a single source and have it update across our digital footprint is essential. Read review
(69)4.9 out of 5
Optimized for quick response
Entry Level Price:75$ month

Built for service businesses, SaaS, & agencies. 🏆 The leading Reputation Marketing platform. 🚀 Easily become a top rated business and win more sales. 😍 Rated ⭐⭐⭐⭐⭐ and trusted by +7000 businesses. NiceJob is the easiest way to become a top rated business and win more sales. NiceJob automates your social media marketing using your great customer reviews and photos. And we help you improve your search engine results, website traffic, and sales by publishing your reviews and photos to your

Sandra G.
SG
It is a very automated platform and quite simple to get the opinions of the users, the automation is amazing, I also like the follow-up emails, I... Read review
Brenda H.
BH
Very easy to use tool for a correct and fluid management, it is a very automated and wonderful platform for managing company reviews. It allows the... Read review

AppFollow is an app management platform for timely decisions and actions. Its review management and review analytics platform, App Store Optimization (ASO) tools, and dashboards for monitoring mobile app data, ratings & reviews, and organic growth helps mobile apps and games stay on track and manage critical data changes with ease. AppFollow is a crucial tool for Customer Support, Marketing, ASO and Product Management teams that want their apps and games take the first position on app store

Viacheslav E.
VE
Very informative interface and there are a lot of useful features which do your product better and better Read review
ET
One application to manage reviews + analysis Read review
(91)4.8 out of 5
Entry Level Price:$89 per month

REVIEWS.io is a leading provider of review collection and eCommerce marketing solutions. Build your online reputation, encourage consumer loyalty, and connect your business model to market demands through genuine customer feedback. Our contract free price plans are fully customisable, and all come with industry leading innovations as standard: • Consumer trust and conversion – boost both with authentic, verified customer product or service reviews. • Automation – use customisable email template

Jonas P.
JP
Simplicity and cost efficiency are key for my business as I'm a small business owner. The interface is very straightforward and once I set things... Read review
HK
- Reviews.io is a Google-approved reviews aggregator in competitive price. The star rating shows up in the Google search results related to our... Read review
(69)4.9 out of 5
Entry Level Price:$199 per month

Shopper Approved is the fastest growing customer rating and review service in the United States, though we serve clients world-wide. Our innovative solutions, great employees, and strategic partnerships with Google, Yahoo, and Bing have attributed to our success. For two years in a row now, Shopper Approved has made the Inc 500 list as of the fastest privately owned companies in America. The company placed #192 in 2016 and #368 for 2017. There's a reason why companies like 1800Contacts.com, B

AF
The team at ShopperApproved helped us integrate their service on our website, and we started collecting reviews within a day of the initial setup!... Read review
Marcos T.
MT
Shopper Approved integrates easily with our website and makes it easy to collect reviews. Marie our account manager is great and Jermaine who... Read review
(44)4.7 out of 5

Reputology is a review monitoring and feedback platform that helps SMBs and Enterprises capture customer feedback and improve. Industry leaders like Gold's Gym, Hillstone Restaurant Group, and House of Blues utilize Reputology. And thousands of other locations count on Reputology, too, like dental groups, auto-dealers, retail stores, restaurant chains, and others. To learn more about Reputology, go to: https://www.reputology.com/pages/contact

BB
Reputology saves me time by checking for reviews from multiple places across the internet. This allows me to utilize my time better by running my... Read review
UM
Price-wise it is competitive and actually saves us money, by saving a lot of time. We're a growing fast-casual dining chain and staying on top of... Read review
(43)4.4 out of 5

GatherUp provides everything you need to gather, manage, and market your customer feedback, online reviews, and testimonials. Connect with your customers. Create workflows to automate feedback requests, surveys, and review requests. Gather your Net Promoter Score, actionable business insights, and 3rd-party online reviews with a frictionless process. Manage and monitor your online reputation with a centralized dashboard. Respond quickly and efficiently to online reviews. Analyze your customer

jennifer L.
JL
I love the fact that it is simple to use and allows us to gather feedback from our customers, which helps us to improve our business. I also love... Read review
AA
A client solution to help clients give customer feedback and post encouraging online reviews. Read review
(34)5.0 out of 5

Chekkit - is the all-in-one reviews and messaging software. The essential tool for modern local business Chekkit's platform includes: -Businesses can monitor and manage their online ratings and reviews, and respond to customer feedback in real-time. -Business Text Messaging -Webchat, manage all your website leads -Centralized Inbox -Textable Landline -Customer Surveys -Competitive Benchamarking

UD
It's a great idea in terms of growing reviews for your business. It is also super simple to use and very user-friendly. Great free trial! Read review
RW
Really easy to get reviews online quickly from your phone- the Chekkit app or on computer. We use it every day on the go. So the app is super... Read review
(111)4.5 out of 5
Entry Level Price:$29 per month

BrightLocal's mission is to make local marketing simple. Designed for marketing agencies and SMBs, our powerful multipurpose software automates reputation management to source and monitor reviews, provides a detailed analysis of local search rankings, and allows you to manage business listings — all from one dashboard. A separate offering from our tool, Citation Builder creates and fixes business listings (aka citations) on over 1,400 sites. Starting at just $2 a listing and $60 for all agg

MP
The citation tracker tool is pretty much the best option for those trying to monitor citations in the UK. Most other tools and software mostly use... Read review
AA
I like how much functionality you get, the dashboard looks good and is well laid out, and the White-labeled client dashboard is also a fantastic... Read review
(18)4.4 out of 5

GoSite creates simplified technology for small businesses that drive America's economy. Our software empowers them to have everything they need in one place to connect with their customers in the digital era. Our cloud-based suite of mobile and web tools transforms the way our customers run their business, on the go, and everywhere.

AH
Great feature set for the cost. Company seems to be constantly adding to their suite. Read review
(20)5.0 out of 5

ClearlyRated is the only satisfaction survey program designed specifically to enhance your firm's reputation and help you stand out from the competition.

Jeffrey B.
JB
The insight provided by Clearly Rated showed us where and how to improve the customer experience. This improved the retention and referral rate of... Read review
Jeff H.
JH
I like that we can utilize the results to differentiate ourselves to our clients and to our candidates who are increasingly seeking us out because... Read review
(14)4.6 out of 5

Appbot offers Voice of the Customer tools for mobile teams, offering a clear picture of how customers feel about your products and services in minutes. Appbot is loved by thousands of users from companies like Adobe, Twitter, Microsoft & Deutsche Bank. Simply import your app reviews from all major stores alongside Amazon product reviews, support tickets, NPS survey data, in-product feedback, social media & more. Appbot's AI-powered analytics will save you hours producing Voice of the Cu

EA
AppBot makes it very easy to monitor app store Ratings & Reviews - not just for our own apps but also for the relevant set of competition! Read review
UF
It is a very good tool and I like that it is really simple; however, there is no differentiation in terms of features. If you just need really... Read review
(12)3.7 out of 5
Entry Level Price:$89 per month

ReviewPush was founded in 2011, and has seen tremendous growth since opening its digital doors to businesses worldwide. ReviewPush helps brands and businesses measure and manage their feedback, reach, and the experiences they provide for their customers. Whether you have 5 locations or 500; we offer simplicity along with an individualized customer experience to ensure the narrative painted about your business online is a true and accurate one.

Lokesh Y.
LY
ReviewPush automatically monitors the sites which I want it to review for me on a regular basis daily for viewing new reviews on sites like Google,... Read review
SR
ReviewPush has provided a centralized interface which feeds the real time reviews from customers and can be viewed from the dashboard through the... Read review
(10)5.0 out of 5
Entry Level Price:$299/mo Unlimited

BestCompany.com is a consumer review site. We rank companies based on the reviews from their real customers. We also provide expert analysis, industry guides, and other helpful resources to empower consumers to make the best purchasing decisions possible. At BestCompany.com, we also focus on empowering business to maximize their brand's online reputation, gain competitive insights, and convert prospects into loyal customers. Our Business Suite provides companies with various tools and services

AR
Great customer service and flexibility when needs change. Their algorithm for ranking is clear and upfront, with a huge focus on what actual... Read review
Kathryn G.
KG
BestCompany really wants their clients to win. They go above and beyond to help you achieve your goals. Read review
(12)3.6 out of 5
Entry Level Price:$899 /Month

Reviewshake helps you manage all your review sites from one place, automate new reviews from your customers and track review performance

Debby G.
DG
Initially the price but they did not honor their pricing. Read review
(8)4.9 out of 5
Entry Level Price:49.00 1

Score My Review is a state of the art review and reputation management application for small and medium size business. Our automated and easy to use interface, help business owners to collect authentic reviews from their customers on autopilot. With Score My Reviews you can capture more 5 Star reviews on reliable review sites like, Google, Yelp, Facebook and many more and contain any future negative reviews from going public. You will receive notification, anytime you receive a new review, and y

GH
We have been using their software for our HVAC Company to collect more online ratings. Their system setup was a breeze. We can send either... Read review
TF
I've tried other software’s for getting reviews but their price was much higher for the same service. After doing some research and live demos with... Read review
(21)4.4 out of 5

Real people. Real reviews. Real insight. Feefo isn't a typical reviews platform. It allows you to collect and analyse valuable feedback gathered directly from genuine customers - but real reviews are just the beginning. As well as helping to increase conversion rates, improve SEO and reduce churn, Feefo gives you the tools to gather incredible insight that you can use to improve your customer experience, build trust in your brand and make better business decisions.

UN
Makes it easy to integrate feedback into an easy to relate story that other potential users can trust and get information from to make their... Read review
Joe D.
JD
Feefo has moved with the times in version 3.0 and has all the features we need as a business. Read review
(4)5.0 out of 5

LocalClarity creates value for multi-location businesses and agencies, providing a suite of tools to improve local search & map discovery, build relationships through direct customer engagement (reviews, recommendations, Q&A, and posts), and discover insights across locations to build competitive advantages. Reputations Matter. Take Control.

AM
Love this reputation management tool. The reporting is clear and easy to understand. The reviews inbox makes it very easy to respond to reviews in... Read review
(2)5.0 out of 5

Looking for an online review management tool that will help you keep track of your business' online reviews? Pozative can do this and more! Pozative is an online review management application that helps you manage online reviews on websites such as Google, Yelp, and even Facebook! Monitor your reputation on one seamless dashboard: see what your customers have to say about your business. Try Pozative for free today!

Egor Z.
EZ
Easy to use, very simple, fast and accurate, especially i like that it sent to phone! Read review
Joshua R.
JR
Pozative has led to a spike in reviews. We previously used other 3rd party software but didn't get as many reviews as we do now. Read review
(3)5.0 out of 5
Entry Level Price:$25 0 Locations Month

Shout About Us is a powerful white-label review management platform designed specifically for digital marketing agencies and multi-location brands. Generate more reviews, listen to customer feedback, and respond through a central dashboard. Or, if you don't have the time, our team of trained responders will reply to all your reviews within 24 hours.

MJ S.
MS
The Review Collection & Aggregation application we use through Shout About Us is just what clients like ours need to grow their small businesses.... Read review
(1)3.0 out of 5
Entry Level Price:$39/mo per user

Kudo is the easiest and most effective way to improve your online ratings and reviews. Designed to do one thing very well, Kudo will transform your online reputation in just a few minutes a day. Kudo is different than most other reputation tools. Kudo's focus is on improving your ratings on popular review sites like Google, Facebook, Yelp as well as industry specific review sites. Just add any review profile page to Kudo and Kudo will send a review request via email to your customers. Positive r

UH
Kudo is a great platform for small businesses looking to grow, for starters it's Free to sign up and second of all it has a intuitive user... Read review
(1)3.0 out of 5
Entry Level Price:$0/mo Forever

Kudo is the easiest and most effective way to improve your online ratings and reviews. Designed to do one thing very well, Kudo will transform your online reputation in just a few minutes a day. Kudo is different than most other reputation tools. Kudo's focus is on improving your ratings on popular review sites like Google, Facebook, Yelp as well as industry specific review sites. Just add any review profile page to Kudo and Kudo will send a review request via email to your customers. Positive r

UH
Kudo is a great platform for small businesses looking to grow, for starters it's Free to sign up and second of all it has a intuitive user... Read review
(1)5.0 out of 5
Entry Level Price:$29/mth Per 1 location

Designed for multi-unit brands to give your team a simple yet powerful tool to track, respond, analyze and generate reviews in one easy to use dashboard. Localyser is a complete online reputation management platform with simple pricing for unlimited use that doesn't penalize you when your business grow. With Localyser we help you be on top of your outlets’ online reputation from digital listing to review management: -Setup: Get found on Google Maps, Facebook, Apple Maps plus GPS Navigation app

Martin K.
MK
Solid system for review handling and feedback generation. Saves a lot of time especially if you're looking after multiple brands or multiple... Read review

Learn More About Online Reputation Management Software

What is Online Reputation Management Software?

Online reputation management software, also known as review management software, is designed to help businesses monitor their online reviews across many review platforms. These solutions help companies identify and respond to negative reviews, promote positive customer experiences, and solicit new reviews from their customer base. Most products also contain functionality for monitoring brand mentions across social media channels.

In addition to aggregating reviews, online reputation management platforms interpret and analyze review data to provide an overall picture of a brand’s reputation. These tools use sentiment analysis to determine positive, negative, or neutral emotion, enabling users to quickly discover unsatisfied customers and remedy the situation if necessary. Businesses also use online reputation management software to capture positive customer experiences and leverage them as social proof.

What Types of Online Reputation Management Software Exist?

Online reputation management software can take a proactive or reactive approach to customer reviews. Reactive platforms exclusively provide review monitoring tools to either identify positive reviews or send alerts in case of negative reviews. Proactive products, on the other hand, provide tools such as review request forms, surveys, SMS marketing, and other mechanisms for review generation. Depending on a company’s strategies for review generation and customer experience, certain proactive, reactive, and hybrid response products can provide great overall benefit.

What are the Common Features of Online Reputation Management Software?

Online reputation management platforms offer a range of features that enable businesses to gather, monitor, analyze, and distribute customer reviews.

Customer feedback: Online reputation management products are designed to scrape reviews from a variety of review platforms and store them as historical records. This allows users to view all their online reviews from one centralized platform, rather than manually checking individual review sites. In addition to collecting reviews, online reputation management tools use feedback data to help businesses analyze their brand reputation, customer sentiment, and customer demographics.

Review generation: Most online reputation management platforms provide one or more methods for generating new customer reviews. Common tools for review generation include web forms and invitations to fill out surveys via email, SMS, or messaging platforms. As a result, many products integrate with or offer features from other popular software solutions, such as email marketing software, live chat software, and SMS marketing software.

Competitive intelligence: Companies may wish to benchmark their reputation performance against their competitors’ to see how they stack up. Online reputation management platforms offer competitive intelligence features that enable users to monitor their competitors’ reputations and customer sentiment in real time. Competitive intelligence data can help a business identify gaps in their competitors’ offerings and leverage this knowledge to improve their products or marketing strategies.

Sentiment analysis: Many online reputation management products incorporate natural language processing (NLP) software algorithms to analyze the text of a review or social media message and assign it a positive, negative, or neutral sentiment. Sentiment analysis gives users greater visibility into how customers are feeling and makes it easier to identify the most common issues or frustrations customers are raising.

Social media marketing: In online reputation management platforms, social media marketing tools help businesses engage in social listening and respond to customers on social networks. As a growing number of consumers share their experiences online, businesses need to be aware of what customers are saying about them on social media. These tools enable companies to respond quickly to customer complaints as well as promote positive customer experiences.

What are the Benefits of Online Reputation Management Software?

Online reputation management software can be beneficial across many different areas of business. While the main function of online reputation management platforms is to gather and interpret customer reviews, these products also provide capabilities for turning bad reviews into positive customer experiences, generating new reviews, and improving a company’s website ranking on search engines.

Review management: Most online reputation management software comes with tools for users to monitor keywords and brand mentions. Different alerts can be automated to signify positive and negative reviews as well as customer inquiries. Since it’s nearly impossible to delete or hide reviews, online reputation management products allow teams to identify users who expressed negative experiences. Instead of reporting the review or complaining to the reviewer days, weeks, or months later, companies can quickly ask about the problems and remedy the issues. If a business can fix or alleviate the complaint, customers are more likely to recommend a product or edit their review. Additionally, when businesses respond publicly to negative reviews, it demonstrates to potential customers that the company cares about providing a positive experience.

Review automation: It can be difficult for businesses to gather positive, verified feedback from real customers, but online reputation management software makes the process easier with capabilities for collecting reviews from a business’ customer base. These products come equipped with customizable surveys and forms that can be sent to customers, usually via email or SMS. Advanced solutions offer workflows to automate review generation. For example, a review request may be sent to a customer after they make a purchase or finish a conversation with customer support. Most products will enable businesses to collect customer reviews for a variety of review sites, social media platforms, and search engines, although some may focus on only one channel.

Reputation monitoring: With so many channels available for consumers to share their experiences with a product or business, it can be difficult for companies to gain an overall view of their brand’s reputation. Online reputation management platforms monitor multiple outlets where consumers may be leaving feedback about a business, so marketers and business owners don’t have to worry about tracking a dozen different review sites, directories, and social media channels. Review management software allows them to see all their brand’s reviews and ratings from a single dashboard. These solutions also enable businesses to view historical performance, which can be useful for understanding how a brand’s reputation has changed over time.

Search engine optimization (SEO): Online reputation management software can help businesses improve their website’s ranking on search engines. In local searches, search engine algorithms favor businesses with more reviews and higher ratings. Testimonials and customer reviews are also a great source of user-generated content, which businesses can post on social media as part of their SEO strategy.

Who Uses Online Reputation Management Software?

Online reputation management software provides numerous benefits and features for both internal and customer-facing teams.

Customer service: Customer service teams use online reputation management software to monitor review sites for new customer feedback. Users can be alerted when a negative review is posted, so customer service reps can respond immediately. If a rep can resolve the complaint, the customer may feel inclined to edit their review and give the business a more favorable rating.

Marketing teams: Marketers use online reputation management platforms to source marketing materials. Positive customer reviews and testimonials are a valuable form of social proof and can be leveraged in digital advertising, social media marketing, and other promotions. Online reputation management products also provide important customer demographic data, which marketers can use to assess their marketing campaigns and create targeted campaigns that align with the customers’ demographics.

Product managers: While product managers may not interact with online reputation management software directly, they can greatly benefit from the data the platforms provide. If many customers write reviews complaining about the same product feature, online reputation management solutions can capture their feedback and identify the product feature as a common issue for customers. This information can help product managers understand pain points within their product and make improvements for future versions.

Software Related to Online Reputation Management Software

Related solutions that can be used together with online reputation management software include:

Social media monitoring software: Some online reputation management platforms offer features of social media monitoring software. These tools help companies listen for a specific brand or keyword mentions across social media channels like Twitter, Facebook, and Instagram. Businesses use social media monitoring software to analyze customer sentiment, respond to positive or negative mentions, identify social trends, track competitors, and discover influencers.

Enterprise feedback management software: While online reputation management software collects a business’s reviews from external sources, enterprise feedback management (EFM) allows businesses to gather and store customer feedback internally. Companies use EFM applications to build surveys, solicit feedback, and calculate net promoter scores (NPS). The data collected through enterprise feedback management platforms can be distributed and leveraged throughout many different departments in an organization.

Product reviews software: E-commerce businesses use product reviews software to host reviews of products on their websites. These reviews help brands measure customer satisfaction, identify unhappy customers, and improve their products and customer experience. Though there is little overlap, some product review solutions also provide features of online reputation management software.

Local listing management software: Online reputation is an important consideration for local businesses, which often rely on word of mouth, reviews, and online visibility to improve their foot traffic and sales. As a result, many online reputation management products contain features of local listing management. These solutions allow businesses to manage and update their online listings across directories, apps, and websites, ensuring a positive customer experience and improving local SEO.

Challenges with Online Reputation Management Software

Depending on a business’ specific requirements and capabilities, adopting an online reputation management software can pose a few challenges.

Compliance requirements: Some industries must comply with certain standards to protect sensitive data or consumer privacy. For example, businesses in the healthcare industry must ensure their patients’ data remains confidential by working with software vendors that comply with HIPAA. If this is the case for a business, they must seek out vendors that promote compliance and ask about their privacy and security safeguards.

Responding to negative feedback: Not all reviews are going to be positive. Some customers are simply looking for a place to vent their frustrations, while others have genuine concerns or constructive feedback. It’s important to always respond to negative reviews—users must not ignore, delete, or hide negative reviews, as this can further erode the customers’ trust. Before implementing an online reputation management solution, businesses must establish the dos and don’ts of responding to reviews and make sure their team understands these guidelines. There are many resources online that advise on how to respond to negative reviews.

Siloed information: Online reputation management tools should be adopted by all stakeholders for a business to realize the product’s full potential. Ownership of the software may lie with only one department, but customer service and marketing teams should both be involved in the process of review management. By working together, marketing and customer service teams can respond effectively to negative feedback, resolve issues, and promote brand advocacy through positive reviews. Product managers should be looped in as necessary when customers make suggestions for new features or mention a bug. 

How to Buy Online Reputation Management Software

Requirements Gathering (RFI/RFP) for Online Reputation Management Software

Whether a company is purchasing an online reputation management solution for the first time or looking to replace their current system, G2.com can assist buyers with the selection process.

Generally, the most important considerations for this type of software are the feature set, pricing, integrations, and customer support. Businesses should create a list of requirements based on their desired outcomes for the product, for example:

  • Does the company want to prioritize review generation or is reputation monitoring the primary objective?
  • If review automation is necessary, then the considered tools must integrate well with the current technology stack of a company.
  • Some software vendors provide 24/7 support or even a managed service to help their customers respond to reviews. If a business requires this type of service, they can ask vendors about the level of support they offer.

Compare Online Reputation Management Software Products

Create a long list

Using their unique list of requirements, buyers should create a long list of potentially viable online reputation management products. They can consult online review sites like G2.com to find out which solutions are the most popular or have the highest satisfaction ratings. Take this opportunity to learn how the vendor manages their online reputation.

Create a short list

After creating a long list, buyers should narrow down their selections by eliminating the products that won’t meet their business needs. Pricing, integrations, compliance, and support may be factors that contribute to a product’s suitability. 

Conduct demos

All products on the buyer’s shortlist should be vetted by conducting demos. This is an opportunity to find out how a product works firsthand, so buyers must come prepared with questions guided by the requirements gathering conducted at the beginning of the selection process. If the product will be used by multiple teams within the company -- for example, marketing and customer service -- they can ask the vendor to walk through the product’s features for each persona. 

Selection of Online Reputation Management Software

Choose a selection team

The organization should involve any relevant personas as early as possible in the selection process. With review management software, it will be necessary to consult both managers and individual contributors in marketing and customer service departments, as they will likely be the heaviest users of the platform. The selection team should also consist of a project manager to coordinate efforts and ensure the process runs smoothly. 

Negotiation

Before signing a contract, it is imperative to open up a conversation about pricing and contract length. While a few vendors may not budge on pricing, most will offer flexible pricing plans based on the exact features the business needs or the length of the contract.

Final decision

To conclude the selection process, and before going all in, it is suggested to run a pilot program with a small group of users. If the platform meets all the requirements and is well received, the buyer can be confident in rolling out the platform to the rest of the company. If not, it might be time to try another product from the short list.