Best Review Management Software & Tools

Review Management Software Definition: What is Review Software?

Reviews are a common sight for today's internet users or online shoppers. Even during the search engine search for goods or services and information, stars and links for review comments can be found. On many product pages in online shops, relevant opinions are positioned directly under the offers - and with more and more purchases, an email with a request for a review of the respective business rolls in sooner or later.

These elements and processes are by no means random. Usually behind them is the targeted and strategically planned use of online review management software. With the help of such programs, those responsible - depending on the range of functions - can control all processes related to the generation, recording, further processing, as well as the publication and monitoring of customer reviews.

Why should companies use review software?

To date, numerous studies have dealt with the benefits of online reviews for companies. Practically all surveys prove extremely business-friendly effects.

The starting point is as follows: Internet users are exposed to as many advertising measures and marketing tactics as never before. They are becoming increasingly aware that behind most online offers from companies - even if they are just helpful information - there is an intention to sell.

Reviews from real buyers, on the other hand, continue to be regarded as factual and authentic. They are often given special attention because they provide independent orientation. The neutral word of real customers creates trust - and this is of course extremely important when it comes to convincing people to make a purchase.

Companies can gain many new customers and equally retain existing customers through real and ideally good reviews. They ideally convey that goods or services and all services around them deliver what they promise. Reviews can signal quality, reliability, customer orientation and other positive characteristics that in turn lead to increased chances of closing deals.

Meanwhile, the use of customer reviews or their use by potential buyers is absolutely established:

• Some surveys suggest that more than 90 percent of all consumers read online reviews before they buy something.

• Some studies even present data showing that over 50 percent of online shoppers would be willing to pay more if products have good reviews.

Anyone who wants to receive customer reviews in business today fundamentally has to do nothing. There are numerous review portals where buyers can express their opinion and make ample use of this option. However, just letting things run their course is not sensible, not least in view of the huge business or competitive potential of online reviews.

In addition, such addresses are traditionally used to publish negative comments. If everything is good, relatively few people voluntarily give a review. Even more: despite the many potential positive effects, not all companies have reviews and their precise use on their agenda. There are therefore some unique opportunities here.

With the help of a review management software, brands are able to list opinions directly on the relevant products. They can directly address buyers with such a solution and ask for a positive review. Also, plentiful organizational functions are possible, with the help of which those responsible have the opportunity to continuously optimize customer reviews and disseminate them even beyond their own website or online shop. It is also possible to display external reviews - for example from Google - on the company pages via a review management software. Alarm functions ensure that new comments can always be responded to promptly.

Last but not least, reviews provide a useful overview of customer needs and wishes. Relevant comments can finally be used to improve products, support, other services, and marketing. Comprehensive review management software also brings specific tools for such matters.

How does review software work?

How software for review management functions is, of course, primarily dependent on which functions it includes. The following features and related processes are typical.

• Generation of reviews: Most online review management platforms offer one or more methods for generating new customer reviews. Common tools include web forms and invitations to fill out surveys by email, SMS, or via messaging services. Therefore, many products can be integrated into other common software solutions, such as email marketing software, live chat software, and SMS marketing software, or offer their functions. The resulting opinions are then published on external review portals, exclusively internally, or in both segments.

• Querying external customer reviews: Many products for review management can retrieve comments from several review platforms. These can then be saved and/or transferred to your own websites. In this way, users can use all their online reviews from a central platform, instead of manually checking individual review portals.

• Customer analytics: In addition to generating and collecting reviews, review management tools use feedback data to help companies analyze their brand reputation, customer sentiment, and customer demographics. Such information can finally be used to optimize products, services, and marketing.

• Competitor analysis: Companies might want to compare their review quality with that of their competitors to see how they fare. Online review management platforms offer specific features for competitive analysis. With these, among other things, the reputation of competitor brands and the mood of customers can be monitored. With the help of such competitive data, those responsible can recognize gaps in the offer of their competitors and use this knowledge to improve their products or marketing strategies.

• Natural Language Processing (NLP): Products for online review management sometimes contain algorithms for processing natural language (NLP). These allow texts from reviews to be analyzed in detail, which finally determines the mood among buyers in general. Such sentiment analysis gives users insight into the feelings of their customers. Anyone who has an overview here can accordingly carry out personal and therefore particularly effective customer acquisition or retention.

• Marketing via social media: Review programs often have integrated social media marketing tools. These help companies get involved in social networks and respond advantageous to customers. As more and more consumers share their experiences on the social web, companies need to know what their target group is saying about them on social media. Corresponding tools in particular enable those responsible to respond quickly to customer complaints and promote positive customer experiences.

What are the advantages and disadvantages of review tools?

Review management software can provide numerous benefits in many different areas of business. Some of the main benefits were already highlighted above. The following is a summary of the most advantageous correlations.

Detailed monitoring of reviews Most online review software has tools for monitoring keywords and brand mentions. In conjunction with this, various alerts can be automated to uncover positive and negative reviews as well as customer inquiries.

This can be particularly useful as it is almost impossible to delete or hide reviews on Google and Co. Teams are able to identify users who have expressed negative experiences through the software. Instead of simply ignoring the reviews, companies can quickly ask about the problems and resolve them.

When those responsible publicly resolve or alleviate a complaint, it significantly reduces the negative impact on the brand. It is also more likely that the customers in question will change their reviews. If a company publicly responds to negative reviews, it shows (potential) buyers good customer orientation.

Automation of reviews It can be difficult for companies to collect positive, verified feedback from real customers. Software for reviews simplifies this process with features for gathering relevant comments from the customer base.

Many products are equipped with customizable surveys and forms that can be sent to customers - by email, SMS etc. Advanced solutions even offer workflows to automate the review creation. For example, a review request can be sent to specific target persons after they have made a purchase of a particular product or have ended a conversation with support.

Most solutions allow companies to collect customer reviews for a variety of review sites, social media platforms, and search engines. Some, however, focus on just one channel.

Efficient monitoring of reputation With the many channels today through which customers share their experiences with a product or company, it can be difficult for those responsible to get an overall view of the reputation of their brand.

Online platforms for review management usually monitor several channels where feedback is given. Those responsible therefore do not have to worry about tracking a dozen different review sites, directories, and social media channels.

The software for managing reviews allows them to see all reviews and assessments of their brand via a single dashboard. Historical data are also included. This can be very useful in understanding how a brand's reputation has changed over time.

Search engine optimization (SEO) Software for reviews or their management can, in fact, also help companies improve the ranking of their websites in search engines.

In local search, the algorithms of Google, Bing and co. prefer brands with more reviews and higher ratings.

Testimonials and customer reviews are also a good source for user-generated content. These also contribute to an improvement in visibility as part of a specific SEO strategy.

*Unfortunately, with all the strong arguments for review management software - as with all digital helpers - there are also some disadvantages. Although these are more potential problems with use rather than real disadvantages.

Responding to negative feedback Not all reviews turn out positively. Some customers are just looking for a place to vent their frustrations, while others have genuine concerns or constructive feedback.

It's important to always respond to negative reviews - brands must not ignore, delete, or hide bad reviews as this can further undermine customer trust. In addition, those responsible should always react professionally and diplomatically.

Before implementing online review management software, companies are therefore well-advised to set concrete rules for dealing with reviews. Unfortunately, such a tool does not relieve them of this task.

Siloinformation Online review management software or corresponding data should be accessible to all for whose work reviews are in some form important.

Often only one department manages the software and organizes the reviews - often the marketing team. However, customer service or sales employees are also affected by reviews.

Only by working together can efficient and ultimately maximally effective feedback management take place. Product managers should also be involved if customers make suggestions for new functions or mention a bug.

How to choose the right review management software?

Review management is a meaningful matter. Accordingly, interested parties should not just buy any review management software, but choose it exactly tailored to their needs. The following factors should be particularly taken into account.

• User-Friendly: A management tool for reviews can of course only unfold its potential if it is really fully used. If such software is too complicated for the respective users, deficits automatically arise here. Those responsible should therefore generally pay attention to a simple, clear and overall user-friendly orientation.

• Management of reviews across multiple channels: It is now common for companies to be rated across various channels. Accordingly, those responsible should opt for a software for review portals of various types.

• Dashboard for monitoring reviews: It's very beneficial to respond quickly to reviews. Companies should therefore pay attention to continuous monitoring via a user-friendly dashboard in their review management software.

• Real-time notifications: In the context of the previous point, it is also very advantageous if you do not necessarily always have to look directly in the review management software for new, negative or particularly important reviews in a certain context. These should be transmitted via real-time notification - for example via mail.

• Analyses and insights: Analytics are important on the one hand for optimizing review management. On the other hand, they can also provide extremely useful data in other areas - particularly for marketing, support, quality management, and product development.

• Fast, reliable customer service: Even when using the best review management software, there can always be difficulties that only direct contact with the development company can solve. To always guarantee quick reactions to reviews and overall reliable review management, good support should be given in case of problems.

What do review management tools cost?

The costs for review management software can vary depending on the needs of a company. As a rule, such programs are offered as monthly or annual subscriptions.

If only a solution is needed with which those responsible get an overview of the most relevant review channels, the prices are usually well below 100 Euros. But they can quickly go into the hundreds, the more functions a reviews program brings and the more automated it works.

The review management software providers almost always have free trial versions of their tools in their portfolio. With this, those responsible get the chance to try out individual products first before making a commitment. This is not only a good thing for more expensive solutions. This is generally the best way to see if a review management software really fits the requirements of the respective brand.