5 Reasons Why You Need A Review Management Platform

5 Reasons Why You Need A Review Management
Platform

The significance of using a review management platform has risen now more than ever.
Approximately 79% of customers trust online reviews as much as personal recommendations.

Regardless of your industry, good reviews are essential!

Positive reviews give you key advantages that play a significant role in your branding.

Why are customer reviews important for your business?

They help increase brand visibility

A vast majority of shoppers search on Google, Bing, Facebook, etc. before making their
decisions on whether or not to buy things from websites.

Search engines always favor positive content over others, this happens only when your brand is
generating tons of good reviews. Reviews help you boost local search engine rankings, thus
creating more credibility and visibility for your business.

Social proof drives sales

People are more likely to make a purchase if other people, even total strangers, have already
made the same purchase. Online reviews are the most significant source of social proof for
today’s market, they have a visible impact on sales.

93.4% of online shoppers rely on customer reviews when researching online retailers they are
not familiar with.

It is vital to show potential customers how satisfied other customers are with your business
through past reviews and testimonials, it shows your brand is legitimate and trustworthy.

It builds trust and loyalty with customers

One recent study showed that a steady stream of positive reviews is one of the more critical
factors in building your brand’s online credibility. Your customers’ reviews can build significant
trust and loyalty for your brand.
If a negative review appears on your Facebook, Twitter, or an industry-specific site, never ignore
or delete it. Try responding to that review, this will show that you care about your customers and
take suitable actions to deliver a better experience.

Photo by Sebastian Herrmann on Unsplash

Reviews are increasingly important for decision making

If you’re hoping to promote your business on social media, it’s important to get customers to talk
about your brand. It is essential to check sites like Yelp, Tripadvisor, or other industry-specific
review sites to monitor customer sentiment towards your brand and reply to reviews.
Nearly two-thirds of customers think that online reviews are an essential part of their
decision-making process while purchasing a product.

Gain better insights into what your customers want

Customer reviews are the best source of feedback for product development and better business
growth. By analyzing your customers’ reviews, you can discover new expectations and
understand what you are doing right.
Customers’ expectations are constantly changing, reviews are a great way to keep track of
them.

5 Reasons why you need a review management platform

1. Save time and increase productivity

Time is always of the essence, especially for businesses. Agents cannot afford to waste time
jumping from one channel or review site to another to respond to customers.
An omnichannel review management software integrates all your customer reviews across
channels onto a single, smart inbox. This software allows your agents to collect reviews, answer
them and send surveys to get feedback all on the same platform. An intelligent inbox helps
increase productivity and speed of responses considerably higher.

Photo by insung yoon on Unsplash

A review management platform like Simplify360 ensures to streamline your review management
process by enabling AI-based sentiment tagging and automated routing of reviews.

2. It helps streamline workflows

Set up automated routing based on role, sentiment, priority, issue type, and much more to
remove all the grunt work from review management.

A review management software guarantees smooth and streamlined workflow to boost
productivity.

Agents can focus on responding to customers’ reviews rather than wasting time on tedious
backend work. With customizable and flexible review management platforms, you can create
automated and SLA-based review routing as well.

3. Gather and analyze actionable insights

With an omnichannel review management platform, you can collect comprehensive insights
across channels and break it down to be as specific or generic as needed. Customize reports to
help you tackle specific issues.

Break down location reviews by role, location, region, and much more to get a thorough
understanding of how your customers feel about your business and their satisfaction.

Photo by Carlos Muza on Unsplash

An omnichannel review management software will help you understand which channel or review
sites your customers frequently use to interact with your business. If your customers tend to use
Google Business Reviews the most, you can prioritize that source and enable automated
responses to reviews.

4. Automate responses and boost productivity

Not all review sites allow businesses to respond to reviews, but the rest can be automated. How
you choose to respond to a review depends on the sentiment and topic of the review, but most
reviews are generic to which responses can be automated.

For reviews that are more negative and have a complaint, you can choose to automate a
response by deflecting them to a private channel to solve the problem.

Simplify360 believes in a smooth man-machine collaboration for optimal results, you can
automate the first response to a review and have an agent to fall back on if human intervention
is required.

5. You can go the extra mile with surveys

To fully optimize your review management to its full potential by integrating survey management.
Reviews are incredibly insightful and helpful, but surveys can help you take it to the next level.
With surveys, you can target specific customers, products or even target customers during a
particular time in their customer journey.

Photo by Markus Winkler on Unsplash
Reviews highlight customers’ opinions, but surveys can help you get to the root cause and
understand the best way to go about improving your customer experience. There are a variety
of surveys, there are several to help you understand customer satisfaction.
Each survey helps you understand different aspects of your customers’ experiences. You can
customize surveys to fit exactly what you’re aiming to understand.

How do you find the review management platform that best fits
your business?

1. Read reviews on Review Aggregator Websites

Online client reviews can be a good source of information when deciding on what review
management software to invest in. Reviews from websites such as TrustRadius and Gartner
Peer Insights provide an overview from real customers.

Sites like these break down the reviews by key features like “ease of use”, “value for money”
and “product capability” along with a detailed list of pros and cons, so you can evaluate which
review management software fits your particular needs the best.

2. Compare the features the platforms offer

Once you have read the reviews from the company’s clients, you can move on to looking for
specific features you need. Every organization offers different features and several variations
within those features. However, there are some basic features you should consider looking for
that most review management platforms provide.

● Centralized Inbox

You can monitor and track all your reviews from a single place, most review management
platforms offer a unified inbox. But not all provide intelligent inboxes, Simplify360’s review
management software empowers businesses with automated tagging, routing, sentiment
analysis and suggested responses.

● Customizable Dashboards

This is a key feature, you can organize dashboards according to your requirements, whether it
be role-based, location-based or more, you can decide what essential information you need and
how.

● Feedback and Data collection

It is important to collect your customers’ feedback and reviews, as they can be used for
product development and more. Not all review management platforms allow businesses
to gather customer feedback.

● Analytics and Insights

You can’t grow when you don’t know where you stand amongst competitors. The information
you get from analytics allows you to improve aspects of your business that directly impact
growth.

● Omnichannel and Automated

It is often challenging to manage feedback across many online channels like Google, Facebook,
TripAdvisor, Yelp. The leading review management platforms will help you collect and analyze
feedback from as many sources as possible and organize it all in a single place. From there,
you can conveniently automate responses to reviews or route them to the right teams.

Conclusion

As you compare review management software, look for evidence to support its claims. If the
case studies support their claims and are compelling, you may have found the right match for
you.

Reviews are helpful for both your customers and your business.

But what you do with the reviews truly impacts the extent to which your reviews are helpful.

Reviews are at the heart of customer-centric businesses because they can be a gold mine for
insights. A review management platform can help you optimize your reviews to impact your
business growth positively.