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Before buying a certain product, most of us go online to read what other customers think about it and its manufacturer. How many times did you change your mind when you saw any negative feedback? Things that others say have a dramatic impact on our decision whether to buy a product or look for a similar solution elsewhere. Isn’t it a good idea to take control over reviews of your company that people post online? Customer feedback management tools featured in this post give you such an opportunity.
At TemplateMonster, we also focused on customers’ feedback and eventually ranked 9.5 out of 10 at TrustPilot for the quality of our products and customer support. You can achieve the same success in your industry. And these tools will help you a lot. They can save you a lot of time since they reveal all the reviews from third-party sites in one place, let you analyze them, respond to reviewers, and do many other useful things.
Check out the common features that customer feedback management tools are based on. Here they are.
Now, feel free to check what each of these customer feedback management tools offers.
ReviewPush will help you manage customers’ feedback on Google, Facebook, Foursquare, YellowPages and many others. It is perfect for businesses with unlimited locations. Automatic reports can be delivered at different levels including corporate, region, district, and store. Since email alerts are mobile-friendly, you can check them on the go.
In the dashboard with the latest stats, you can compare all the customers’ reviews posted over the last week or 30 days. You can also sort ratings by the highest and lowest scores. Members of your team can get access to the dashboard for collaboration.
The service comes with a review request tool that you can customize with your company’s branding and message. Every request you send comes with detailed stats. Due to a custom ranking system, you’ll find it easy to compare how your stores rank against each other.
ReviewTrackers deals with more than 50 review sites, both general (Google, Citysearch, Facebook, etc.) and industry-specific (TripAdvisor, Cars.com, OpenTable, etc.) It is one of the best customer feedback management tools, as it serves the needs of over 35 industries.
In the ReviewTrackers dashboard, you can sort reviews by the date, business location, and source website. The dashboard is accessible via any modern device, be it a desktop, laptop, tablet or smartphone.
The service makes use of advanced natural language processing and machine learning techniques. They automatically detect all the trends and patterns in the unstructured feedback. For convenience, you can export reports to PDF and Excel.
Chatmeter automatically tracks customers’ feedback on over 20 top review sites, e.g. Yelp, Google+, YellowPages, TripAdvisor, etc. It makes a sophisticated sentiment analysis and provides quick summaries of what customers write about your company on the web.
What’s valuable about Chatmeter is a benchmarking feature. It lets you compare reviews of a company with local competitors. In that way, you can see their strong and weak points, learn from them, and rank higher eventually.
FeedCheck is meant to monitor customers’ feedback on eCommerce sites (Amazon, BestBuy, etc.) and app stores (Google Play, Apple AppStore, etc.) Although the list of sites is currently a bit limited, it can be extended on demand. Just note that FeedCheck doesn’t monitor reviews posted on social media and blogs.
The service is easy to use, allowing you to order customers’ reviews by their ratings, mark them as read and respond to them right from the main page. You can set different emails for alerts about reviews that have 3 or fewer stars.
The analytics dashboard shows general and specific reports that can be compared via products or channels. There are also real-time widgets with the analytics of your customers’ reviews. You can embed them into your site to show off the best feedback.
ReviewBot tracks online reviews on the following platforms: App Store, Google Play, Yelp businesses, and podcasts on iTunes. In addition to email, notifications are sent via Slack, Trello, and Zendesk. It’s possible to filter them by ratings, which will let you focus solely on negative or positive reviews.
Regarding reporting, you can receive daily, weekly and monthly reports with relevant keywords and two-sentence summaries. ReviewBot also enables you to share customers’ reviews on social media. If you have a Twitter account, you can automatically post 5-star reviews to it.
Unlike the other customer feedback management tools, ReviewBot has a free plan. Just keep in mind that you’re limited to 50 reviews per month within it.
Reputology lets you manage customers’ feedback through online surveys and on Yelp, Google, Facebook, and industry-specific sites. It utilizes the latest semantic analysis technology to examine the unstructured comments and let you track recurring and trending topics. Thanks to 24/7 monitoring, you can address dissatisfied customers instantly.
The service comes with workflow tools that can convert reviews into customer service tickets. Then, members of your team can track, comment, and analyze those tickets. The dashboard is customizable to the needs of different members of your team, from local operators to the head office of your company.
Due to a set of analytics modules, your team can analyze trends, measure KPI, and figure out new ways of improving the customer experience. You can export the analytical data to Excel.
The next of customer feedback management tools is Reputation.com. It unites online reviews from Facebook, Google, and many industry-specific sites in a centralized dashboard. You can also request feedback from happy customers via tablet kiosks, mobile app, or online surveys.
Reputation.com provides standard and customized analyses with a review volume, sentiment, review site spread, and social activity. The service also allows for thematic analysis to let you track customers’ satisfaction, their product preferences, and many other factors. You can sort, export, and share the analytics across your organization.
To help you outrun competitors, Reputation.com shows ratings of similar companies in your area by their ZIP code. With a single click, you can publish the best reviews to social media networks. To boast of the high quality of your services, you can also add positive feedback to your landing pages.
Podium provides detailed analytics on customers’ feedback from more than 20 review sites. You can sort, filter, and respond to reviews right from an intuitive dashboard. When new reviews go live, you’ll receive alerts in real time.
The podium is ideal for both desktop and mobile users. It has a free iOS and Android app allowing you to send review requests, manage existing reports, and track analytics, right from your smartphone.
ReviewLately analyzes customers’ reviews on many online retail and wholesale sites, e.g. Amazon, Grainger, and BestBuy, to name a few. It provides secure access to your data for you or any other members of your team.
Depending on your needs, ReviewLately can deliver customers’ reviews by email on a daily, weekly, or monthly basis. There’s no need to log in anywhere. But, if you like, you can view them on the company's site as well. On demand, you can also get the stats for both individual reviews and the entire catalog.
The last of customer management feedback tools on the list is Grade.us. It monitors the major, minor, and industry-specific review sites and sends alerts with the review info and link for a quick response. You can automatically share positive feedback on social media and publish it on your site. A kiosk mode allows you to collect reviews based on the location. Besides a review request, you can send customers SMS to make sure they will react.
Reports can be exported to PDF or tracked via API of the service. You can plan your schedule to receive reports and white-label them by the marketer, agency or brand. The service provides a mobile-friendly experience, which is a must today.
Let’s face it. No one is secure against a small mistake or misunderstanding, but it’s often enough for customers to share their negative experience with the whole world. Don’t let them ruin your online reputation - use one of these customer feedback management tools.
Have you ever tried any of them or similar services before? Do you know any other efficient way to manage online reviews? Feel free to share your experience with us in the comments.
P.S. share the post with friends to let them control customers’ feedback as well.
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