What is meant by Review management?
Review management" refers to the process of managing and monitoring customer reviews, comments and feedback, usually posted online. This can be done on various platforms, including social media, review sites, e-commerce sites, and other places where customers can share their opinions and experiences. The goal of review management is to maintain customer relationships, protect a company's reputation, and respond to customer feedback in a constructive manner.
Review management software offers a range of features to effectively support this process.
Review management functions
- Monitoring of review platforms: The software continuously monitors various online platforms where customer reviews and comments are posted to capture new reviews.
- Consolidation of reviews: The software collects and consolidates all reviews and comments from different platforms in one centralized location for better visibility.
- Notifications and alerts: users receive notifications of new reviews and can set alerts to respond immediately to specific types of feedback.
- Sentiment analysis: Some review management tools provide sentiment analysis capabilities to assess the tone and sentiment of reviews (positive, negative, or neutral).
- Tagging and categorization: The ability to tag and categorize reviews helps identify patterns and trends.
- Responding to reviews: Software allows users to respond directly to reviews and engage with customers in real time.
- Reputation management: some tools offer features to monitor online reputation and identify recurring themes or issues.
- Reporting and analysis: software generates reports and analysis on the performance and quality of reviews to identify improvements.
- Benchmarking: comparing customer reviews with competitors or the industry to assess competitiveness.
- Action tracking: Users can track tasks and actions related to customer reviews and ensure issues are resolved.
- Integration with other systems: Integration with customer relationship management (CRM) and social media management tools to integrate feedback into the overall customer care process.
- Compliance and legal assurance: Some solutions support compliance with laws and regulations related to customer reviews and feedback.