Accurate and complete monitoring for new reviews is crucial to success in reputation management. You need to know that a review has been left in a timely manner and issue a response whether the review was positive or negative. We use platform APIs and proprietary monitoring methods to make sure no review is missed, even outside of normally recognized review platforms.
When we encounter a negative review on one of your reputation platforms, we de-escalate and seek to move the conversation offline. Engaging a customer about their specific complaint online can lead to a negative back and forth which can make the situation worse. In particularly negative situations, the wrong response can even lead to a more public, multi-platform reputation crisis.
Even if the customer is in the wrong, we reply apologetically and provide them with contact information for someone at your business. Ideally their experience can be turned around so they improve their review, but even if they don’t, people reading your reviews can see that you tried.
Some review platforms are magnets for negative reviews. This can be true universally but might also be a circumstantial occurrence for your business. We identify the platforms where you’re suffering the most and work to specifically improve those ratings through solicitation efforts.
When soliciting reviews, we choose which of your review platforms we want to present as options for leaving reviews. This way if one or two platforms are suffering, we can reinforce them with new positive reviews. Alternatively, you may have specific reviews that you know get the most attention. We consider all the factors, and help to channel more positive reviews where you need them.