With most business now taking place primarily over the Internet, online reputation management has grown critical to establishing and protecting your business’s good name.
A good platform for online reputation management will help you track, monitor, and respond to any mention of your company across the web — but that’s just the beginning.
In this article, we’ll take a look at what you need in an online reputation management platform, and how to choose the right one for your business.
Let’s get started!
1. Comprehensive Coverage
Any online reputation management platform worth its salt should offer comprehensive coverage of the web, including both social media and search engines. It should track not only your company’s name and website, but also any variations or misspellings that might lead to people finding your site.
Such coverage should allow you to quickly & easily identify any potential reputation issues, and take corrective action before they spiral out of control. For example, online news mentions, customer complaints, or negative reviews can quickly spread and damage your business’s reputation if left unchecked.
Platforms like Google Alerts certainly work for this, but if your company runs at scale, it can be difficult to sift through the large amount of data that inevitably arises. Retention360 offers a specific solution through automated text sentiment analysis that can help.
Our AI system can automatically analyze large batches of text to identify positive and negative sentiments. Your team can then use this information to inform customer support team responses and product iteration.
2. Real-Time Monitoring
A good online reputation management platform should also offer real-time monitoring of the web, so you can address any potential reputation issues as they happen. This is essential for being able to nip any negative sentiment in the bud, and prevent it from spreading. Such monitoring should let you see things on an hourly basis — not a monthly basis — and alert you when problems arise.
Though negative monitoring is important, it’s also important to be able to quickly identify positive mentions of your company, so you can amplify and share them on social media for further exposure. Automated sentiment analysis tools like those offered by Retention360 can help you do this.
3. Advanced Reporting
A good online reputation management platform should offer advanced reporting features, so you can track the progress of your reputation over time. This is important for being able to see the impact of your efforts, and identify any areas that need improvement.
Such reporting should include data on the volume and sentiment of online mentions, as well as detailed information on where and how your company is being talked about online. You can use this information to make data-driven decisions about your online marketing and PR strategies.
Retention360’s in-depth reporting dashboard provides high quality information on review sentiment, priority, and actionable steps. We’ve spent hundreds of hours refining every feature to make sure that you’re always up-to-date.
4. Easy-To-Use Interface
An online reputation management platform should be easy to use, with a simple and intuitive interface that makes it easy for you to find the information you need. It should also be customizable, so you can tailor it to your specific needs.
A good platform will offer a wide range of features, but without overwhelming you with too much information. It should be easy to set up and configure, so you can start using it right away.
5. Customer Support
Finally, any good online reputation management platform should come with top-notch customer support. In case you have any questions or need help using the platform, you should be able to get in touch with a customer representative who can help you out.
This is especially important for platforms that are complex and difficult to use. With good customer support, you’ll be able to get up and running quickly, and start protecting your online reputation.
In summary, with over ⅔ of businesses in 2022 having a website or other online presence, an online reputation management platform is a critical tool for any business looking to protect its good name.
To choose the right platform, you need to consider your business’ needs and budget. Be sure to look for features like tracking and monitoring, as well as the ability to respond quickly to any mention of your company online.
If your company struggles with customer engagement and retention, book a demo call with Retention360 to learn more about our all-in-one software solution.
Thanks for reading!