5 Essential Features of a Review Management Software

 

5 Essential Features of a Review Management Software


Reviews have completely changed the way how people purchase online today. As a matter of fact, reviews are the new digital personal recommendations.

You get a couple of good reviews, you’ll see new customers onboard and increased purchases. On the other hand, a couple of bad reviews can disrupt your brand reputation and drive away potential customers as well!

This is why review management has become so important today. How you handle both good & bad reviews directly influences your customer decisions and matters a lot for your business growth today! And to do this efficiently, you need to start using review management software!

Assuming you’ve already taken the decision, we’ll be seeing the most important features your review management platform should be having!

We’ll quickly look at the benefits of review management and then proceed with the important features part.

3 Quick Benefits of Having a Review Management Software

1. Save Huge Time & Manual Efforts

Managing your customer reviews manually can be overwhelming, especially when your business has a lot of customers. You cannot reach out to every single review and respond to them just in time. There might be a couple of high-priority reviews that need your attention and things could turn bad just in the blink of an eye. 

The last thing you want is a frustrated customer getting even agitated just by seeing an inappropriate review.

With a review management software in place, you can automate responses to customer reviews and your support team can start dealing with reviews that need immediate attention - high-priority reviews. This can save huge time and manual effort.

2. Improve Your Brand Reputation


Being customer-centric is one of the most important qualities that contribute to the success of a business. And one way to protect your brand as customer-centric is by addressing every online customer review.

If you’re a business with a presence on multiple review platforms, it could be hard to keep track of the reviews. But with review management software, you can view all your customer reviews across different platforms in one place. This approach will decrease the chances of overlooking a review, help you address all your customer concerns, and become more customer-centric.

3. Boost Local SEO Rankings

If you’re a local business owner, you could be highly benefitted from managing your online reviews.

A report by Moz states that reviews are one of the top three factors for local SEO rankings. And managing your online reviews efficiently can help increase your local search rankings.

Apart from this, by managing your online reviews, you can increase your sales, build the trust factor, and more!

Now that you know the benefits, let’s look at the features your review management software should have!

5 Must-Have Features for Your Review Management Software

1. Manage Reviews Across Multiple Channels

This is one of the most important and primary features your review management software should have!

Your review management software should be able to track and display reviews across multiple platforms like Google My Business, social platforms, mobile application reviews (iOS & Android), eCommerce platforms (Amazon, Flipkart, eBay, and custom websites), Trip Advisor, Yelp, Zomato and more.

When your review management platform covers all your communication channels, then it’s a sign that the software you are about to choose is good!

2. Tag Reviews Automatically Based On Sentiments

As a business, you’ll be receiving all kinds of reviews - good, bad, positive, angry and more. Your review management software should automatically be able to tag reviews based on the sentiment of the review because your support team will have a hard time understanding the nature of each review and responding to them accordingly.

When the reviews are automatically tagged based on the sentiment, your support team can easily respond to reviews. In fact, they can give high priority to negative reviews and start responding to them first.

3. Ability to Auto Respond to Reviews

An ideal review management platform should also be able to respond to reviews by itself. You can create review templates and allocate them for specific scenarios. The most common reviews will be responded to by the platform itself, allowing your support team to concentrate on more complex and important issues. This can actually save a lot of time and manual effort.

Speaking of review templates, here are 15 review templates you should use to respond to customer reviews.

4. Escalate Alerts Based On Nature of Reviews

A couple of reviews can be super crucial and they might need your immediate attention in order to avoid any damage to brand reputation.

Certain review management software can escalate reviews based on the nature of the issue, the rating, and the sentiment. You can even get alerts via SMS and Emails for high-priority reviews. Having this sort of feature can help you manage high-priority reviews without overlooking them. When you start resolving customers’ issues on time, there’s a chance that you’ll gain back their trust and make them your customers for life!

5. Shared Inbox Feature

A good review management software will allow you to respond to all customer reviews across platforms from one unified inbox. You don’t have to switch between tabs or channels to view and respond to customer reviews. Also, multiple support agents should be able to share and collaborate within the platform itself to avoid double handling of the same case.

Apart from this, your review management software should also allow you to send customer surveys! Getting to know what your customers are feeling about your brand is important for your business growth. Make sure the software you choose allows you to send customer surveys after actions like a purchase, a subscription, or at the end of an interaction.

So, those are the five things you should consider before choosing a review management software for your business! Choosing the best review management platform can go a long way in helping you manage your reviews, increase sales, and grow your brand reputation.

Now that you know what you should be looking into before choosing a review management software, why wait?

Choose the best review management platform for your business and start managing your online customer reviews like a PRO!

 To know more, check out: https://simplify360.com/review-management/



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