10 Best Reputation Management Software For 2020

Reputation.com is an award-winning reputation management platform. It is one of the longest-running software providers in the reputation management space. It provides services to more than 70 industries, including retail, hospitality, healthcare, real estate, and automotive. It helps businesses to improve their ratings through social media monitoring, updated listings, review collation, and high-quality reporting.

Key Features

Optimize business listings and local directories

Reputation.com will ensure all business listings are up to date with accurate contact and location information. This helps drive traffic and clickthroughs.

Engage with social media

Reputation.com’s social suite helps you to monitor all social media activity and engage more effectively with users and communities.

Manage reviews and ratings

You can manage your company reviews on Google, Facebook, and many other review platforms from one centralized platform.

Extra Features & Business-specific solutions

• Survey management: create surveys and gather valuable information from customers. Surveys can be conducted by text or email, or ported to in-store kiosks for instant feedback.
• In-depth data analysis: Reputation.com compiles information from many sources to provide customers with an overview of their business and pinpoints problem areas.

Ease of Use & Interface

Online reviews indicate the majority of users find Reputation.com easy to use. Some have noted difficulties setting up surveys but otherwise, feedback is positive. Reputation.com offers a managed services option for businesses that don’t have the resources to manage all its features. This simple, hassle-free interface makes it one of the leading reputation management software platforms.

Integrations & Apps

Reputation.com has apps for both iPhone and Android. The platform contains hundreds of seamless integrations with review and social sites, including Google, Apple, SalesForce, Trustpilot, and Yahoo!

Pricing Plans

Specific pricing information is not provided but estimated at around $99 / month. Reputation.com services are offered on a quote-by-quote basis depending on individual requirements.

Customer Support

Customers can contact support via:

• Online chat
• Ticket logging
• Email

Reputation.com’s award-winning customer support service promises a response within 24 hours. While most customers rate the quality of support highly, the lack of phone support is annoying.

Limitations

Reputation.com does not offer any telephone support.

Verdict

Reputation.com is one of the longest-running reputation management platforms. It is often regarded as the #1 reputation management platform amongst businesses of all sizes. Its modular design makes it ideal for small businesses that expect to grow over time. In addition, it seems well priced to suit both emerging companies and well-established enterprises.

While it still suffers from some minor limitations, it benefits from a strong support team and regular software updates. I believe it is one of the best options out there and will satisfy the needs of almost any user. Its strong reporting features and wide social reach will undoubtedly help your company to improve its online reputation score.

Podium is a reputation platform aimed at any size business, from 1 to 1000 locations. It focuses on consumer engagement and simplifying interactions on social media platforms. Podium features some additional sales features aimed at helping businesses to leverage good reviews on close deals instantly.

It is the best reputation management software for online retailers and providers in the hospitality, tourism, or professional services space.

Key Features

Review Management

Podium’s review management software includes sentiment analysis, review monitoring, response management, and handling of negative feedback.

Customer Interaction

Connect directly with customers on multiple web-based channels and maintain a complete history of communication.

Automations

Create automated conversations to simplify and schedule review invites, feedback, and reminders.

Extra Features & Business-specific solutions

• Auto Responder: Direct leads from your website to your inbox with web chat even when you can’t respond in person.
• Singular messaging: see messages from various platforms all in one place to better elevate positive content.

Ease of Use & Interface

The modern design of the Podium interface has received high praise from the vast majority of its customers. They love the ability to instantly see and track messages between employees and customers from any social media platform.

Integrations & Apps

Podium has apps for iPhone and Android.

But.

Some users note that the apps don’t work on all phones.

Podium hosts a range of integrations for POS systems, chat services, and other software.

Pricing Plans

Pricing is not provided by the supplier.  Podium helps businesses to identify the tools required and designs tailored packages on a quote by quote basis.

Keep in mind that some customers have complained about the high cost to add extra locations.

Customer Support

Podium customer support is highly rated by independent online reviews. Customers note the strong level of knowledge that support staff has.

The company offers in-person training and a wealth of webinars and online documentation to assist with any issues.

Limitations

• The mobile apps are limited and don’t work on all mobile phones.
• No campaign management tool.
• Live chat lacks geotargeting.

Verdict

Podium is a good reputation management solution for online reviews and review management. It is also aimed at increasing sales and helping businesses to better market products online. It has a host of excellent features to help sales staff achieve business communication objectives and follow up on each other’s progress. The modern interface is one of its best features, along with integrated payment channels and constructive review feedback.

The mobile apps still need a bit of work and unfortunately, Podium loses points with its bad cancellation policy. Some customers have complained of difficulty canceling contracts and financial losses as a result. However, overall it proves itself as a powerful tool for scrubbing up your online image and securing more sales. Due to the reportedly high cost of adding additional locations, Podium may not be ideal for larger businesses.

Birdeye is one of the top-rated reputation management services available. It serves thousands of companies worldwide and receives very high praise from independent reviewers. The platform’s main focus appears to be building brand awareness via increasing online reviews. It has a host of additional features including surveys, customizable branding opportunities, campaign management, and social media metrics. Something unique about this reputation management platform is it provides integrations with almost every kind of software you can think of.

Key Features

Review Management

Review management is the driving force behind Birdeye’s success. Automatic alerts of negative feedback help businesses to respond instantly and open support tickets for unhappy customers.

Integrated webchat

Integrated webchat helps customers instantly connect with a business and convert visitors into potential customers.

Listings

Listings help to ensure you achieve your corporation’s branding objectives across 50+ platforms, including Google, Facebook, Bing, Apple, Yahoo!, and Waze.

Extra Features & Business-specific solutions

• Surveys: send out personalized surveys to improve customer engagement and gain valuable insights.
• Benchmarking: get an idea of how you rank amongst competitors in your industry. Quickly and easily read their reviews and social communications.

Ease of Use & Interface

The Birdeye interface has an attractive design and color scheme, making it easy to navigate and operate. View all your analytics data and reports from the dashboard and quickly change between features. Even users who are not tech-savvy report a pleasant experience navigating the system.

Integrations & Apps

This cloud-based reputation management software provides apps for iOS, Windows, and Android mobile devices.

BirdEye integrates with over 300 third-party apps. Some of them are:

• Accounting software such as Quickbooks, Square, Xero, etc.
• Chiropractic management solutions – ChiroTouch and Eclipse
• Customer management software – Salesforce
• Email marketing tools – HubSpot, Mailchimp

And many, many more.

Pricing Plans

Pricing is provided on a quote basis depending on the number of locations and other factors. The following levels are available:

• Standard: Listings, Reviews
• Professional: Listings, Reviews, Messenger, WebChat
• Premium: Listings, Reviews, Messenger, WebChat, Surveys, Ticketing, Insights, Benchmarking

Customer Support

Customer support channels include:

• Phone
• Live chat
• Email

There are also several additional training and online resources to help with any issues, including:

• Community forums
• Knowledgebase
• Social media
• Online tutorials

Limitations

Birdeye lacks geo-targeting information for reviews and social media mentions.

Verdict

Birdeye is a very popular service that consistently ranks as one of the top reputation management software platforms. The well-presented user interface coupled with streamlined reporting and extensive features gives a strong first impression.

However, all this comes at a high price – Birdeye is one of the most expensive reputation management solutions available. This makes it less accessible to many small businesses.

So it makes one wonder… does it provide value for money?

If you have the budget you will not be disappointed but smaller companies may desire more adequately-priced software.

Mentionlytics is a platform for managing social media, designed to let companies view and instantly engage with online mentions. Considering that 71% of consumers recommend a brand after positive social media experience, the software is worth considering.

Mentionlytics doesn’t have a strong focus on review management but rather on improving reputation through social media. It also monitors mentions in news articles, blogs, and online forums, offering responses in real-time. Mentionlytics can also track keywords and competitors’ online presence.

Key Features

Social media monitoring

Keep track of online chatter and gain valuable insights into your customer’s feelings via social media analytics.

Web monitoring

See all online mentions of your brand in one convenient place. Analyze reviews, news sites, blogs, and articles that contain any mention of your company.

Extra Features & Business-specific solutions

• Real-time responses: reply in real-time to complaints or praise online.
• Track your competitors’ reviews to stay in the loop regarding their progress.
• Monitor relevant keywords online to secure new marketing leads.

Ease of Use & Interface

According to reports on top review sites, this web & social media monitoring solution has a user-friendly design and provides all necessary information. Users like the comprehensive dashboard.

Integrations & Apps

• Mentionlytics integrates with Stripe and Chargify to provide secure payments.
• Hootsuite integrates with Mentionlytics for social media monitoring.

Pricing Plans

• 14-day free trial available.
• Yearly plans available (2 months free)

Customer Support

Support includes:

• Live chat assistant
• Business hours phone

Reviews online are limited but seem to indicate that Mentionlytics offers an acceptable level of support. The company also offers in-person training and the website hosts some additional support and training materials.

Limitations

No review generation available, which limits the ability to spread brand awareness.

Verdict

Mentionlytics is a more technical tool than most other reputation management software. Developed by a strong team of experts, it features an advanced real-time monitoring service and analytics tools. However, with the focus aimed purely at the reporting and analysis side of things, it lacks review generation – a key tool in reputation management.

If you are simply looking for detailed insights into the state of your business online, then Mentionlytics will serve you well. If you are looking mainly for brand growth and online awareness, then Mentionlytics would not be ideal. The review collation and response feature works well though and will help you to improve on any negative feedback.

Brandwatch collects online information regarding your company’s brand and helps to identify issues and extract data. It includes tools for brand building, crisis management, content strategy, competitor analysis, customer experience management platform, and influencer marketing. With its strong customer base and well-established online presence, Brandwatch is one of the best reputation management software platforms we’ve reviewed.

Key Features

Brand Management Software

Improve your brand health in real-time by monitoring online sentiment, understanding customer criticism, and tracking fluctuations. Brandwatch’s management software will give you industry insight by monitoring specific publications, regions, and influencers.

Vizia Reporting

The advanced reporting tools provide real-time chart displays and live data reports across multiple platforms. The information will help to evaluate your company’s performance and make improvements.

Content Strategy

Create customized content that will appeal to customers and build your brand online. Through a well-developed online content strategy, you can ensure your brand reaches the right target market.

Competitor Analysis

Get a good idea of your competitors’ performance online. Monitor key metrics against your competitors to create better strategies and reveal risks or opportunities.

Extra Features & Business-specific solutions

• Influencer marketing: increase engagement by leveraging online influencers.
• Crisis management: get real-time alerts and don’t let your brand be destroyed by a PR crisis.

Ease of Use & Interface

The interface on Brandwatch is clean and attractive. However, customers find the initial learning curve for Brandwatch quite steep. This means it could be difficult to configure and implement at the start.

However, it gets high ratings for its powerful monitoring tools and other features.

Integrations & Apps

Brandwatch integrates with the cloud-based reputation management suite Hootsuite for social media monitoring.

Pricing Plans

No pricing information is supplied but online reviews suggest the platform is more expensive than most.

Customer Support

Support includes:

• Business hours telephone
• Online chat support

Independent reviews suggest the customer support could be better. Brandwatch also offers live online training and webinars for additional support.

Limitations

The reputation management software doesn’t include review monitoring our generation as it is purely focused on brand management.

Verdict

BrandWatch is brand reputation management software aimed at large corporations looking to protect their brand and image. It features tools specifically designed to track and manage online presence and instantly react to negative feedback. The crisis management tool, in particular, is an excellent addition for companies that need an immediate response to brand-related issues.

While cost is not provided, it is noted by independent reviews to be higher than most. For this reason, Brandwatch will likely be best suited to enterprise business. It is a complex system with a steep learning curve, so users should take into account additional costs for training and implementation.

LocalClarity is a reputation management software enterprise-class platform specifically designed to support multi-location brands monitor and respond to online reviews. It is quick to set up and integrate with third-party apps like Facebook. Local Clarity also supports Googe’s Q&A Management so customers can receive and respond to Google reviews instantly via the ReviewsInbox.

Key Features

Enterprise Reputation Management

The LocalClarity system is highly scalable and can fit any business size. It features enterprise-class rights management, reporting, and security.

Agency Edition

LocalClarity features a specific edition for SEO agencies that require comprehensive reputation management practices. It provides social media marketing tools with access to Google services and several other useful APIs for integration.

Dashboard Reporting

Get an overview of reputation scores across multiple locations and geographic regions. The reporting is available in daily, weekly, and monthly views.

Extra Features & Business-specific solutions

• Google Q&A Management: instantly receive Google questions to your inbox and respond in real-time.
• Reviews Inbox: get instant notifications about reviews from multiple sources.

Ease of Use & Interface

The dashboard has been noted as very intuitive and enjoyable to use by independent reviewers. The ReviewsInbox, in particular, is praised as a highly functional feature. It makes a simple task of reading and moderating reviews and responding constructively to customers.

Integrations & Apps

This review management software for multi-location brands and agencies integrates natively with Google My Business and Facebook Local.

Pricing Plans

All packages include integrations, reviews inbox, unlimited users and reports, templates, bulk google posts, and Google My Business (GMB) management.

Also, there’s a 30-day free trial.

Customer Support

Customer support is available via:

• Phone during business hours
• Online chat
• Email

Independent reviews rate the customer service highly. There is additional documentation online to help with problems and live online training is available.

Limitations

LocalClarity lacks a review generation feature. They’ve mentioned that one may be available in the future.

Verdict

Local Clarity is a highly affordable solution and one of the most scalable review management platforms in the reputation management space. It lacks promotion strength due to the lack of review generation but does a good job of collating reviews. The unique ‘ReviewsInbox’ directs all your online reviews to one place, making it quick and easy to respond effectively.

The lack of mobile apps is a downside. Also, the messaging features could be better. For the most part, it’s a strong product with largely positive reviews online. The Google Q&A Management and Agency-specific editions are features that will appeal to businesses that need these bespoke features. It is also one of the few reputation management software with a free trial.

Mention is a social media-focused reputation management platform with a variety of tools to keep track of online presence and spread brand awareness. It has a range of tools to monitor social media chatter and analyze industry impact. Collect data and plan an effective social media marketing strategy all from one dashboard.

Key Features

Monitoring

Mention’s reputation management monitoring software can monitor over 1 billion sources each day, from social media and review sites to forums, blogs, and other web content.

Analysis

Receive detailed brand intelligence specific to your companies goals. Make better-informed business decisions with relevant data based on your business needs.

Reporting

With automated reporting, you can spend time on other activities that really matter. Easily share results with clients, colleagues, and management.

Extra Features & Business-specific solutions

Influencer tracking: find about social media influencers that can help your brand.

Ease of Use & Interface

Independent reviews like how simple Mention is to use and consistently praise its ease-of-use. The dashboard is very well designed to accommodate all features in one place.

It is also very easy to configure at the start. The UI is intelligently designed to make all functions available from one location. The only drawback is that it doesn’t port as well to a mobile phone screen.

Integrations & Apps

Mention integrates with Facebook, Twitter, Instagram, Zapier, Buffer, and Slack. It also has an RSS feed and an API for developers to support their own integrated apps.

Pricing Plans

• Cheaper if paid by the year

Customer Support

• Customer support is only available via an online chat representative and there is very little mention regarding the quality of support.
• Training is provided in-person or online via documentation and webinars.

Limitations

The free and solo versions do not have reports.

Social Media management lacks conversion tracking and contact management.

Verdict

Mention is a decent online reputation management platform.  Many users will like how it is split into two individual use cases – Listen and Publish. Together they work to provide companies with information on their online presence and allow growth on social media. Using the insights provided by the Listen functionality, Mention helps you to distribute relevant social media content to multiple platforms.

It has a particularly good user interface that is simple and enjoyable to operate. However, the monitoring feature does occasionally pick up irrelevant results and doesn’t track blog mentions. The tiered pricing structure is good although cheaper plans are very limited on reports, alerts, and mentions.

Review Ninja is white label reputation management software focused largely on generating reviews for customers. There are also some reputation management features but mainly it helps increase online reviews. Several automation tools are included to help reduce the work involved with sending emails and texts. The system automatically routes positive reviews to a business website and helps to reduce negative reviews.

Key Features

Review Generation

• Strong customer review management solution
• Improve your customer sentiment
• Ensure brand awareness through widespread review sharing

Reputation Management

• Build positive brand awareness with search engine reputation management.
• Increase customer engagement
• Ensure prompt responses and assistance to negative reviews

Extra Features & Business-specific solutions

Review marketing:

• Broadcast positive reviews to multiple sources on the Internet.
• The system automatically directs customers with positive reviews to certain websites while censoring negative complaints.

Ease of Use & Interface

The system is mostly automated and manages itself once configured. Lacks mobile app support but works well online. While the system is not widely reviewed online its existing customers seem happy with the simplicity of the application.

Integrations & Apps

There are no mobile apps or information regarding integrations.

Pricing Plans

Review Ninja pricing is only available on a quote basis. I was unable to find an estimate online.

Customer Support

Review Ninja offers a good selection of customer support channels.

• 24/7 customer support is available via email and a live online rep.
• Phone support is available in business hours.

Additional training is provided through webinars, documentation, and an online rep.

Limitations

• Review Ninja does not offer any sentiment analysis tools.
• There are no mobile phone apps available for Review Ninja.

Verdict

Review Ninja is a simple online reputation management (ORM) tool with an emphasis on review generation. It doesn’t have a lot of complex features and is mainly intended to spread lots of reviews online for upcoming businesses. It has a convenient free version that builds reviews on Google and Facebook, with the paid version covering a further 100+ platforms.

Some additional features include negative feedback management and social media metrics. For small businesses looking to boost their online presence for free, Review Ninja will prove very useful.

However, it doesn’t offer the advanced tools that most larger platforms would require from a true reputation management solution.

Critical Mention is a well-established media monitoring platform built on personal experience over almost 20 years. It collates mentions not only from social media and online sources but all broadcasting and print media. While it is more advanced than most tools in the reputation management space, it can also be a bit time consuming and cumbersome to use.

Key Features

Broadcast Monitoring

Get valuable insights about your company’s mentions from over 2000 television and radio stations worldwide. Critical Mention covers more broadcast content than any other platform in the U.S and Canada.

With real-time tracking and analytics, you’ll get alerts directly to your inbox and the ability to pull useful metrics.

Social Media Monitoring

Critical Mention tracks all mentions across several platforms in the digital space, including Facebook, Youtube, Twitter, and many more. Search and receive feedback on keywords, handles, hashtags, and branded terms.

Social Media Monitoring includes sentiment analysis to better understand the context of your mentions and reputation management on social media. It also has metrics such as audience values, the share of voice, and mentions over time.

Extra Features & Business-specific solutions 

Wordplay: Critical Mention has a built-in platform for audio and video editing of broadcast clips down to the microsecond. Easily share the clips with colleagues or export them to reports.

Ease of Use & Interface

The complex Critical Mention system can take some time to learn and configure but the interface is quite modern and attractive. Users on independent review sites find it enjoyable to navigate once the system is up and running.

Integrations & Apps

Critical Mention provides an API that has been adopted and integrated by many broadcasting and media companies around the world.

Pricing Plans 

Critical Mention pricing is on a quote-by-quote basis. No further information is available online.

Customer Support

Critical Mention offers customer support via various channels, including:

• Business hours telephone support
• Online ticket logging
• 24/7 live rep

Additional training is available in-person or online via webinars, a live rep, and documentation.

Limitations

• Social media mentions and broadcast mentions are not collated together.
• Media searches go back only 60 days.

Verdict

Critical Mention is the ideal platform for large corporations that need full reputation monitoring across all forms of media. It’s one of the only software solutions we’ve reviewed that offers TV, radio, and print media monitoring. With that additional benefit comes a higher learning curve, making this platform less appealing for small businesses with limited training budgets.

Unfortunately, detailed pricing information is unavailable but estimated to be on the higher side due to the advanced features, strong customer support, and existing client base. The built-in Wordplay feature for A/V editing and sharing makes this a highly attractive piece of reputation management software for agencies and big brands.

Reputology is a reputation management solution with advanced technological solutions to everyday problems. It provides an in-depth analysis of customer feedback, mentions, and survey responses. Users can easily monitor and quickly respond to negative feedback in a constructive manner. The platform is specifically designed to support businesses with multiple locations.

Key Features

Review Monitoring

24/7 review monitoring technology will ensure you never miss a mention. The built-in assistance will help you to develop positive responses to negative reviews. Send automated reports and summaries of reviews to colleagues as they happen.

Review diagnosis helps you to get an overview of how your business is performing over time. Identify strengths and focus teamwork on weak spots that need improvement.

Customer Feedback

Use Reputology to gather detailed feedback and help mitigate future problems before they escalate. The system can use feedback to help identify the root cause of complaints and help you address issues quickly. This feature offers excellent reputation management for businesses that value their customer feedback.

Text Analytics

With Reputology’s semantic analysis engine you can analyze customer comments and pinpoint specific opportunities to improve the overall customer experience.

Extra Features & Business-specific solutions

• Semantic analysis: use report data more effectively with detailed analysis
• Customizable surveys: get useful information from customers with surveys

Ease of Use & Interface

The Reputology user interface is clear and well organized. The reports are simple to run and provide detailed information in an easy to digest manner. Independent reviewers mention in particular the clear, organized format and user-friendly design.

Integrations & Apps

Reputology integrates with Hootsuite for use on mobile phones.

Pricing Plans

All plans include a free trial.

Customer Support

Reputology customer support is available via:

• Business hours phone
• Email

Independent sources suggest that the customer service is sufficient although not particularly well-rated.

Training is also provided online in the form of a live rep and webinars.

Limitations

• Reputology has a very limited selection of support channels.
• While pricing is structured, there is no real low-cost option available.

Verdict

Reputology is a high-end reputation management solution with a wide range of features at a decent price. It would be best utilized by large businesses with multiple locations that need comprehensive coverage of their online presence. The 24/7 monitoring and semantic analysis are key features that make Reputology stand out amongst the rest.

The initial configuration is more complex than most systems so customers should take that into account and consider the additional costs associated with setup. However, online reviewers rate the system highly so the additional time and cost may well be worth it. There are some areas that could be improved like report customization and a wider range of support channels.

Overall, Reputology is an impressive reputation management platform.