TAKING ACTION

Online Reputation Management

Trust in your brand can be won or lost based on what customers are saying about you online, and that can carry real-world consequences for your business. That’s why it’s critical for brands to have an online reputation management strategy that allows for easy access to reviews, seamless engagement with customers, and swift problem resolution.

97%

of people read reviews of local businesses

76%

of local smartphone searches lead to an in-store visit within 24 hours

45%

of consumers are more likely to visit a business if it responds to negative reviews

images of online reviews

Incorporate data from multiple sources into one easy-to-use platform

Our system pulls location-level review data into one platform for centralized analysis, cross-channel competitive benchmarking, and more efficient customer engagement strategies. The result is an easy-to-use solution built to meet the complexity and scale of some of the world’s most popular review sites—including Google, Facebook, Yelp, Bazaarvoice, and TripAdvisor.

Deliver prompt + empathetic responses in a fraction of the time

41% of consumers say a company that replies to reviews cares about its customers. However, the logistics of building + maintaining a well-crafted, timely response mechanism can be difficult and costly to manage. That’s why SMG provides access to a library of unique response templates—so users can quickly publish a range of genuine responses with a single click, significantly reducing labor costs.

image of employee drafting email to reviewers feedback

Use location-level feedback to address specific problems within each market

Though it’s important to understand how your brand is faring overall, real actionable insight comes from location-level data. By shedding light on regional differences and using that information to develop market-specific strategies, you’ll be able to highlight location-specific actions for front-line teams that will help improve your overall brand reputation.

performance summary by geography screenshots
SEO analytics views in smg360

RATINGS + REVIEWS

Learn how to combine ratings + reviews with CX data to drive business outcomes

Gain access to a hands-on account management team comprised of industry experts

Even with advanced reporting, analytics, + customer engagement tools, effectively managing your brand reputation requires a team effort. Our unique software with a service model means your team instantly expands to include CX professionals with an average 10 years of industry experience, advanced-degree researchers, and technology experts.

screenshots of smg360 dashboards
Case Study
Engage customers on their terms with in-app feedback channels
Executive Brief
In-app mobile feedback
Video
How can brands bridge the gap between the in-store and digital experience?

Talk to an online reputation management expert to learn more.