Comercio electrónico y la Voz del Consumidor: los comentarios importan

We’re so excited to announce the launch of in-app and in-web surveys! Also known as microsurveys, they offer a short, targeted and timely way to collect customer feedback right inside your website or app.

With lots of use cases and instant, actionable data, we can’t wait to see how microsurveys will get you even better results. But first, let’s dive in and learn more about this powerful feedback tool. Here we go!

In-Web And In-App Surveys vs “Traditional” Surveys

Traditional surveys are multi-question or multi-page and are often sent to the customer via email. These types of surveys still hold tremendous value, providing deep insights that are key to any Voice of the Customer program.

But there are some instances where bigger isn’t necessarily better. Microsurveys are the perfect complement to traditional surveys, targeting the here and now of specific customer scenarios.

What Makes In-Web And In-App Surveys Different?

Microsurveys ask just one core question (with an optional conditional question), making them quick and easy to complete. By reducing the number of steps the customer needs to take, microsurveys reduce friction.

As they appear right on the screen, they also eliminate the need to leave the website or app to give feedback. This results in a higher response rate and even more valuable data for your business.

Microsurveys allow you to ask the right questions at the right time with customisable triggers. Your microsurvey could appear on a certain page, like a booking confirmation. Or it could pop up when a customer clicks a specific button, for example after hitting ‘Send’ on a message. This helps capture feedback when the topic is still fresh in the customer’s mind (which will again make them more likely to respond!)

How To Use In-Web And In-App Surveys

In-web and in-app surveys can be used for many different question types depending on your business goals. This includes:

• Numerical ratings (for metrics like NPS, CSAT and CES)
• Star ratings (e.g. to share opinions on the quality of an article)
• Free text fields (e.g. to provide suggestions about a product)
• Multiple choice (e.g. to give a reason for cancellation)

Let’s take a look at a few ways microsurveys can be used in practice.

Improve A Process

In a bid to increase revenue, a hotel is looking to optimise its booking process. To do this, they collect opinions using one simple question that appears when a user has completed a booking.

This Customer Effort Score (CES) question offers a simple way to learn how easy the user found the booking process. Depending on the score given, the in-web survey could also include a follow-up, free text question, like:

• Awesome! Anything else we can do to improve?
• Thank you! How can we make the booking process easier?

Understand Customer Churn

A car dealership wants to know why some customers cancel their maintenance plan so they can improve their offer. To do this, they ask a single, multiple-choice question to users of their app when they have completed a cancellation.

The car dealership can then analyse the responses for trends to steer the direction of their service. For example, if most respondents answered ‘It was too expensive’, the dealership may consider lowering the monthly cost or introducing an additional service into the plan.

Measure Customer Loyalty

A company wants to identify their most loyal customers and convert them into brand ambassadors. A single Net Promoter Score (NPS) question gives them the ideal solution.

Again, the company could ask a follow-up question that changes depending on the score given. Run continuously, this microsurvey will also allow them to track changes in overall customer loyalty.

Sounds Great! How Do I Get Started With In-Web And In-App Surveys?

Simply schedule a call with your Customer Success Manager who will answer your questions and help you get set up! Alternatively, if you are not yet working with Customer Alliance but would like to find out more, you can schedule a free, no-obligation demo with us by clicking the button below.

“We know that people want to hear other people’s experiences to help them make decisions.”

That’s what Google say about the development of Search Generative Experience (SGE). Soon, being found online won’t just be about optimised websites and targeting keywords. It will be about your entire digital footprint, including how other people talk about your brand.

In this article, we’ll explore how this evolution is set to shift the way businesses approach online visibility and give you a clear strategy going forward.

Understanding and adapting to these changes is crucial for anyone looking to stay ahead in the digital marketplace. So let’s demystify SGE–your roadmap to mastering the future of online search starts here.

How SGE will change the way people search

To understand why external content will be so powerful for online visibility, first, we need to get familiar with the goal of SGE.

According to Google:

“With the new generative AI functions, search becomes even more efficient. Thanks to these advances, you can understand a topic more quickly, gain new perspectives and insights, and complete your tasks more easily.”

What does this mean in practice? Imagine a traveller, let’s call her Sarah, planning a trip to Paris. She’s not just looking for any accommodation; she wants to stay in a quintessentially Parisian boutique hotel. It has to be pet-friendly because her dog Roscoe goes wherever she goes. Sarah also cares about sustainable practices and wants to make the most of Paris’s café scene.

Traditionally, Sarah might search “pet-friendly boutique hotels near Eiffel Tower”. She would likely click on a few different pages, weigh up the amenities, read vague descriptions, and cross-reference locations. Then once she’d narrowed down her best options, she might check for sustainability credentials and search the areas for local cafés.

SGE aims to condense Sarah’s quest into a single, intuitive search query: “Eco-friendly pet-friendly hotel in Paris near cafes”.

The websites that Google’s AI thinks are the most relevant for that query will show up at the top of the page, above organic rankings (and sometimes even above paid ads).

So how can you feed Google the information it needs to ensure your business shows up where it matters most?

Look beyond your website

As we pointed out at the start of this article, Google is interested in hearing what other people think of your brand, not just how you present yourselves.

That’s not to say that you needn’t bother optimizing your website for search—far from it—but it means that external content is just as important. This includes:

• Your customer reviews
• Your social media profiles (and what you post there)
• Mentions of your brand on other websites and social media

Together, these create a complete picture of your brand authority that tells Google how to include you in the search results. Their goal is to provide the most relevant content for their users, so the more information they have about you, the more accurately their algorithms can figure out where to place you.

Customer reviews: the next big thing for SGE ranking

Of the types of external content we mentioned above, we think reviews will become one of the most important factors for ranking when SGE rolls around. Why? Not only do reviews provide insights from people who’ve actually used your products or services, they also tell Google more about what you do well and how certain demographics might experience your business.

To prepare for SGE, we recommend three things:

• Get more reviews
• Encourage more detailed reviews
• Reply to your reviews

1. How to get more reviews

Most businesses take a hands-off approach to reviews. They expect some, though not all, happy customers to share their feedback and leave their review volume up to chance.

If you want to reap the benefits of reviews for SGE, you need to take a more proactive approach. There are many ways you can encourage customers to leave reviews. The key is to make it as quick, convenient and easy as possible.

Here are a few ideas to get you started:

• Generate a direct Google review link through your Google My Business listing. This will prevent a poor user experience where a customer has to navigate through multiple screens to share their feedback.
• Add the link to your email signature for a subtle review reminder that is seen many times a day.
• Add the link to your website in high-traffic areas like your homepage to prompt return visitors.
• Create a template review request email to run strategic review campaigns. Great copy, personalisation and a direct link can help increase your review volume.
• Design “Leave us a review” cards and a QR code with your review link. Distribute the cards with transactions or strategically place them around your business.
• Add a review invitation to the end of your surveys. Since respondents have already shown a willingness to provide feedback, they’re more likely to take this extra step.

Pro tip 💡 use review management software to automate review collection. Platforms like Customer Alliance offer the most efficient way to consistently increase your reviews. Our software sends automatic invitations that allow your customers to leave public reviews in a matter of seconds, with no manual work on your end.

2. How to encourage more detailed reviews

Many reviews are surface-level, and don’t go into detail about their experience. This is fine if you just want to build up your review score on portals like Google or Yelp. However, to give search algorithms more information about your business your reviews need to include relevant keywords.

Simple prompts can help you get richer reviews that offer more information for potential customers and Google alike. For example, rather than simply asking guests you leave a review, you could ask them if there was anything they particularly enjoyed about their experience or the nature of their visit.

You can also think about this strategically. Say you’re a general manager of a hotel, and one of your unique selling points is your proximity to a popular tourist attraction. In this case, you might encourage guests to mention how they found the location convenient for their sightseeing plans.

Questions like, “Did our proximity to [Tourist Attraction] enhance your stay?” or “How did you find the convenience of getting to [Tourist Attraction] from our hotel?” can guide guests to provide reviews that highlight this key aspect of your hotel.

Remember, it’s important to make these prompts as natural and unobtrusive as possible. The aim is to encourage guests to share their genuine experiences in a way that also feeds directly into SGE’s demand for specificity and personalisation

3. How to reply to reviews

The quality of your responses can be just as influential as the reviews themselves in shaping public perception and improving your SGE rankings. Responding to all types of reviews, not just the positive ones, shows a well-rounded and authentic approach to customer service. It provides additional content for SGE algorithms to scan, improving your search relevance and demonstrating active engagement with your customer base.

A good review response should be personalised, addressing the customer by name if possible, and reflect genuine appreciation for their feedback. Whether the review is positive or negative, acknowledge the customer’s experience.

For positive reviews, express gratitude and reiterate any specific points they praised, subtly incorporating relevant keywords. For example, if a review mentions the high-quality breakfast at your hotel, you could suggest the guest might enjoy the restaurant’s signature three-course tasting menu during their next stay.

In the case of negative reviews, respond with empathy and a commitment to improve. Apologise for any issues they faced, and if appropriate, offer a way to rectify the situation. This not only demonstrates good customer service but also reassures potential customers reading the reviews.

Pro tip 💡 use AI to keep up with your review responses.
As you collect more reviews, you may find that it’s hard to respond to each one manually. Customer Alliance’s AI Reply Assistant will drastically reduce the time spent replying while generating consistently high-quality, personalised responses.

Get SGE-ready with a solid review management strategy

With SGE on the horizon, your customer reviews are set to become more crucial than ever. They’re not just snapshots of customer sentiment. They’re the blueprint for how you show up online.

The key isn’t just getting more reviews–it’s getting richer, more detailed feedback. Engage with these reviews genuinely–thank your customers, address concerns, and show you’re listening. It’s not just good customer service; it’s smart SEO strategy.

Embrace this shift. Use your reviews to paint a vivid picture of your business for Google’s AI. Do this, and you’re not just adapting to the future of search–you’re owning it.

It’s a Monday morning, and you settle into your chair, cup of coffee in hand, ready to check your latest reviews. A stream of positive feedback flows by, validating your team’s hard work. But then, you spot it—a harsh, critical review that makes your heart sink. As you read closer, though, something’s off. This isn’t a dissatisfied customer; it’s a fake review.

But before the panic sets in, know this: you’re not powerless. By the end of this article, you’ll know how to combat fake reviews and minimise their impact on your business.

1. Check Google’s policy to see if the review qualifies for removal

Before you tackle the suspicious review, let’s review Google’s guidelines. They’ve provided clear rules about which reviews can be removed.

• Spam and fake content: any reviews that are repetitive or showcase irrelevant content, and any reviews that aren’t based on a real experience or are from fake accounts, are against Google’s policies.
• Off-topic reviews: reviews that don’t pertain to an actual experience, including ones that touch on political ideologies, social causes, or other unrelated issues, can be flagged for removal.
• Restricted content: this includes reviews that share personal information, like someone’s address, phone number, or any other private data. It also covers reviews promoting illegal or harmful activities.
• Illegal content: any review that promotes illegal activities or includes hateful speech against a group based on race, gender, religion, or other protected categories is against Google’s terms.
• Sexually explicit material: any review containing explicit content or language will be removed.
• Conflict of interest: reviews written by employees, owners, or competitors, which can be seen as biased or malicious, violate Google’s policies.

After acquainting yourself with Google’s guidelines, revisit the review in question. Does it violate any of the above policies?

If you’re unsure, it’s still worth flagging the review. Google’s support team will then assess its validity. It’s always better to bring a potential issue to their attention than to let a possible fake review tarnish your business’s reputation.

2. Flag the fake review in your Google Business Profile

Fortunately, requesting that Google remove a review is fairly straightforward. Here are step-by-step instructions to guide you through the process.

Finding the review on your profile:

1. Log in to your Google My Business account.
2. On the dashboard, select the location of your business (if you have multiple locations).
3. Click on “Read reviews” from the menu on the left
4. Browse through the reviews to locate the one you suspect is fake.

Once you’ve identified the fake review:

1. Directly to the right of the review, you’ll three dots
2. Click on the dots an then ‘Report review’

Describing the review:

After clicking the flag:

1. A window will pop up asking why you’re reporting the review
2. Choose the relevant reason and then ‘Send report’

3. Request denied? Submit a one-time appeal of the fake review

It’s disheartening when a clearly fake review remains on your profile even after you’ve reported it. However, Google provides another way to assert your case – a one-time appeal. Here’s how to navigate this process:

Understanding the criteria for re-evaluation: Before proceeding, it’s essential to know that Google will only re-evaluate reviews based on their guidelines and policies. This means that the content of the review should clearly violate these guidelines for a successful appeal.

Steps to launch your appeal:

1. Go to the Reviews Management Tool
2. Confirm your email address
3. Select your business and then click ‘Check the status of a review I reported previously and appeals options’
4. At the bottom of the page, select Appeal eligible reviews and then select the review you want to appeal
5. Click ‘Continue’ and then ‘Submit an appeal’
6. In the new tab, fill out the form and submit it
7. You’ll receive an email with the verdict of your appeal

How to make your appeal stand out

• Clarity is crucial: while you need to be concise, ensure you’re clear about which guidelines the review violates. For example, instead of just stating it’s fake, specify how it may be from a biased source or contains false information about services/products you don’t offer.
• Present your evidence: if you have any supporting evidence, like email correspondence that contradicts the reviewer’s claims or timestamps proving inaccuracies, make sure to include them. This added layer of verification can bolster your appeal.
• Professional tone: always maintain a professional demeanor in your appeal. Even if the fake review has emotionally affected you, avoid using charged language. Stick to the facts and be objective.

After submitting an appeal for a review on Google, the response time can vary. Typically, you can expect to hear back from Google within 3 to 5 business days, although this can be longer during peak times or for complex cases. It’s essential to remain patient and periodically check your email, including the spam folder, for any notifications from the Google My Business team.

4. When removal isn’t possible: how to lessen the impact of a fake review

While it’s frustrating when Google won’t take down a fake review, it’s not the end of the world. In fact, how you respond can make a significant difference in how potential customers perceive your business.

Write a reply that showcases your credibility to other customers (while making it clear the review is not to be trusted)

Responding to a review—especially a fake one—requires tact and professionalism. Your response can influence potential clients and show that your business values feedback and integrity.

Tips for crafting a professional response

• It’s natural to feel attacked by a fake review, but resist the urge to retaliate. Start by acknowledging the reviewer’s feedback, e.g., “Thank you for taking the time to leave a review.”
• Without directly stating the review is fake, highlight any discrepancies. For instance, “We checked our records, and it seems there might have been some confusion. We don’t offer the service you mentioned.”
• Show that you’re proactive about finding a resolution. “We value all feedback and want to understand your experience better. Please feel free to contact us directly at [your contact info] so we can address any concerns.”
• End on a note that emphasises what you do best. “We pride ourselves on [a unique selling point, e.g., “providing top-notch customer service”], and we hope that all our customers leave feeling satisfied.”

Remember, your response isn’t just for the person who left the review—it’s for all the potential customers reading it. By showcasing your professionalism and dedication to customer satisfaction, even a fake review can become an opportunity to highlight your business’s integrity.

Pro tip 💡 Customer Alliance’s AI Reply Assistant wites high-quality, personalised responses with just one click, making it easy to respond to even the trickiest reviews.

Run a review campaign to drown out the fake review with genuine, positive reviews

A single negative or fake review can disproportionately sway potential customers. However, one of the most effective ways to counteract this is by amplifying the voices of your genuine, satisfied customers.

Launching a review campaign can help spotlight these authentic, positive experiences. Here’s how you can get started:

1. Identify customers who’ve had a recent positive experience with your business. Then, send personalised requests through your email marketing provider, asking them to share their experience on the relevant review platform. Pro tip: make it easy for them by sharing a direct link to write a review if possible.
2. It’s natural for some customers to overlook the initial request. Send a gentle reminder after a week or so, reiterating how valuable their feedback is. Ensure it’s not too pushy; the goal is to nudge, not annoy.
3. Try to respond to each new review you get. Engaging shows how much you value the customer’s feedback and plays a part in drowning out any negativity from the fake review.

Get new reviews on autopilot

Review management software like Customer Alliance enables you to send review invitations to your customers automatically. Since they constantly run in the background, they make sure you always have a steady stream of reviews coming in. This helps you maintain a strong online reputation while counteracting any isolated negative or fake feedback.

Take back control from fake Google reviews

Fake Google reviews can be a challenge, but they’re manageable with the right approach. While it might be tempting to react emotionally to unjust feedback, it’s essential to remain calm and strategic. By staying informed and understanding the tools at your disposal, you can tackle these challenges head-on.

Remember, how you handle adversity often speaks louder than the adversity itself. Engage with reviews professionally, be transparent in your communications, and always prioritize the concerns of genuine customers.

Instead of getting frustrated with fake feedback, use it as an opportunity to showcase your business’s strengths. Your proactive approach to managing reviews, both real and fake, can set you apart from the rest.

FAQs about how to remove fake Google reviews

Q: What’s the first step to take when I suspect a Google review is fake?

A: If you believe a review is fake, the first step is to familiarize yourself with Google’s content and review policies. This helps you determine if the review in question violates any of their guidelines. If it does, you can proceed to report or flag it through your Google Business Profile.

Ensure you document the review (like taking a screenshot) before any actions, as you might need it later for reference or appeals.

Q: I flagged a fake review, but Google didn’t remove it. What now?

A: If you’ve flagged a review and Google didn’t take action, it doesn’t mean the end of the road. You can submit a one-time appeal for a re-evaluation. Navigate to the Google My Business Help Center, choose “Contact Us”, and follow the prompts related to reviews.

When appealing, provide a clear, concise explanation about why you believe the review is fake, and if possible, share any evidence (like correspondence or transaction records) that supports your claim.

Q: Are there other ways to mitigate the impact of a fake review if it can’t be removed?

A: Absolutely! If a fake review can’t be removed, it’s important to respond to it professionally. A well-crafted response can reassure potential customers of your dedication to service.

Mention any discrepancies in the review without being confrontational and offer a way for the reviewer to contact you directly. Additionally, consider running a review campaign to encourage genuine, positive reviews from your satisfied customers, which can overshadow the negative impact of a fake one.

Picture settling into your office chair on a Monday morning, your cup of coffee steaming beside your computer. You start your week by scrolling through the latest customer reviews. There’s a mix of glowing praise and a couple of critiques. With your day’s tasks already piling up, you wonder — is it worth taking the time to respond?

It’s a scenario that any business professional can relate to. That nagging question of whether or not to engage with online reviews might seem trivial. But what if it impacts more than just your relationship with customers? What if it’s tied to the heartbeat of your online visibility—your search engine ranking?

Let’s delve into whether responding to reviews really does help SEO, and how this seemingly small task could have big implications for your business.

What does Google say about responding to reviews?

To understand the impact of responding to reviews on SEO, who better to turn to than Google itself? While the tech giant doesn’t hand out step-by-step instructions on how to rise in the rankings, they do sprinkle clues throughout their support documentation and resources.

The screenshot below is taken directly from Grow with Google, created by the search engine with the goal of helping people improve their digital skills. They advise:

“According to consumers, businesses that respond to reviews are seen as 1.7X more trustworthy than businesses who don’t (76% vs. 46%). Not only does responding to reviews support trust-building, it also gives you an opportunity to humanize your business, show customers you care, and demonstrates professionalism.”

What’s clear from this statement is Google’s emphasis on valuing customer interaction. While they might not say it directly, the underlying message resonates with their broader philosophy: creating meaningful connections with users and providing relevant content.

It’s worth pausing to consider what this means in the grander scheme of SEO. Google’s algorithms are notoriously complex, but user experience is at the heart of their design.

By valuing your customers and their feedback by engaging with reviews, you align with the principles that guide Google’s algorithm. The more you do so, the more you build your online visibility, enjoy better search rankings and establish a more authoritative presence in your industry.

4 ways responding to reviews boosts your SEO

Now we know what Google says about replying to reviews, but why exactly is it so important? Let’s take a look at some specific ways engaging with your reviews helps boost your search rankings.

1. Help Google better understand your business

Google pays attention to the keywords within your responses to reviews. By “reading” these reviews and your responses, it gets a clearer picture of the products and services your business offers and optimises its relevance to user searches.

For example, say you’re a car dealership and you have lots of five-star reviews raving about the smooth drive and advanced features of a particular model. Let’s call it the Vortex Sedan. You can use responses to these reviews to amplify your rankings for searches related to this model in your area.

A fitting response to a review like this might be:

“Hi [Customer Name], thank you for choosing [Dealership Name] for your recent purchase. We’re ecstatic to hear you’re loving the comfort and cutting-edge features of the Vortex Sedan. It’s customers like you who make our job in [City] so rewarding. Safe travels on the road, and remember, our team is always here should you need anything in the future!”

By incorporating specific model names and your dealership’s location in your responses, you better position your listing for potential customers seeking similar vehicles or experiences.

2. Increase engagement with your listing

We know that most people (some studies show as many as 89%!) check reviews online before making a buying decision.

When you respond to reviews, it encourages people to spend longer on your listing reading through your replies. It means they’re more likely to be curious about your offering, leading them to click on your website or contact details for more information.

More time spent on your listing and higher click-through rates send a strong signal to Google. It tells them that users find your listing valuable and relevant to their search. If there’s one thing we know about Google, is that the search engine giant is all about relevance. So, the more you engage, the better your chances of climbing those search rankings over time.

3. Build connections with your customers

Writing a personalised response to a review does a few things. It:

• Sends a message that you value your customers’ opinions
• Shows that there’s a human behind the brand
• Bridges the gap between your business and the customer

All this works together to build trust in your business, leading to increased engagement with your website as visitors feel more connected and understood.

Now, let’s talk about SEO. Trust isn’t just a warm, fuzzy feeling; it has tangible implications for your site’s performance. A trusting visitor is more likely to explore multiple pages, spend more time on your site, and less likely to “bounce” back to the search results.

These factors–bounce rate and time on page–are recognised SEO signals. They tell search engines that your site is providing value, and in turn, this can improve your ranking.

4. Encourage more reviews

If you knew that a business owner would respond to your feedback, would you be more likely to leave a review yourself?

People are inherently influenced by their peers. When customers see their feedback being valued and acknowledged, it motivates others to share their own experiences. This has a knock-on effect on your SEO.

User-generated content, like reviews, adds freshness and relevance to your site. Search engines love content that is updated regularly and resonates with the audience.

By encouraging more reviews through your active response, you indirectly fuel your SEO engine, making your online presence more attractive to users and search algorithms alike.

Embrace the power of engagement for your online presence

When it comes to improving your search engine rankings, don’t underestimate the impact of responding to reviews.

Every response is a nudge to Google, signalling that your business is not just another name in the list. It’s active, it’s relevant, and it’s connected with its audience. Beyond the metrics and the algorithms, it’s this human touch that can set you apart.

So, next time you come across a review, positive or negative, think of it as an invitation to build your business’s online presence. In the world of SEO, it’s these seemingly small gestures can lead to monumental shifts in visibility.

FAQs about responding to reviews and SEO

How often should I respond to reviews for the best SEO results?

Consistency is key. Aim to respond to all reviews, both positive and negative, promptly. Regular interactions signal that your business is active and values customer feedback. While there isn’t a strict frequency that guarantees SEO improvements, the general rule is the sooner and more consistently you respond, the better it is for building trust and online presence.

Pro tip 💡: Don’t have the time or resources to reply to all your reviews efficiently? Our AI Reply Assistant generates unique, personalised review replies in just one click.

Does the content of my response to reviews influence SEO?

Yes, the content of your response does matter. By incorporating relevant keywords naturally into your replies, you can subtly reinforce the products or services you offer, and this can aid in improving local SEO. However, always prioritise genuine engagement and clarity over keyword stuffing.

Can responding to negative reviews also benefit my SEO?

Absolutely. Responding to negative reviews constructively and professionally showcases your commitment to customer service. It not only helps in damage control but can also turn a negative experience into a positive one.

From an SEO standpoint, search engines don’t differentiate between positive or negative reviews; it’s the engagement and relevant content that matters. Addressing issues and providing solutions can also lead to enhanced user trust and brand credibility.

If you’re not sure of the best way to respond to negative reviews, head over to our most popular resource with 20 Google review response templates.

Customer Alliance is the best ReviewPro alternative for hoteliers who want a dedicated review and feedback management platform that integrates easily (and affordably) with their PMS.

In hospitality, the guest experience is everything. But knowing what your guests want can present a challenge. A platform that helps you collect and understand feedback enables you to make tangible improvements to your business without getting lost in the noise.

Customer Alliance (that’s us 👋) and ReviewPro are two of the most popular platforms in the hospitality space. Here’s the lowdown of how they compare.

Customer Alliance vs ReviewPro at a glance

How ReviewPro and Customer Alliance help you tackle common review management challenges

Both platforms share similar review management features, including:

• The ability to automatically invite guests to leave reviews, either as a standalone message or at the end of a guest survey
• Automatically crawling the web for your new reviews on multiple portals
• Replying directly to reviews from inside the platform for major portals like Google, Booking.com and HolidayCheck
• A unique review metric (Public Reviews Score for Customer Alliance, Global Review Index™️ for ReviewPro) to help you understand review performance
• Statistics on your review performance, e.g. the percentage of reviews you’ve responded to, the percentage of good vs bad reviews for each portal
• A review widget so you can display your reviews on your website and encourage more bookings

However, Customer Alliance has a few additional features to increase your review management’s efficiency.

1. Building and managing review volume

Customer Alliance offers a flexible approach to distributing reviews across different platforms, allowing you to be more targeted with your review management strategy.

• ReviewPro is limited to collection programs for Google, TripAdvisor, and HolidayCheck
• Customer Alliance allows you to distribute a specific percentage of reviews to multiple portals, including Google, TripAdvisor, HolidayCheck, Zoover, and more

This makes Customer Alliance particularly useful for hotels targeting specific countries with their own popular review portals (for example Zoover, where close to 90% of its traffic comes from the Netherlands).

You can add additional review sites to distribute to. However, the feature is only compatible with open portals – meaning those where the reviewer doesn’t need to have made a booking through the platform to leave a review.

See how Distribution works in our interactive demo

2. Responding to reviews efficiently

Both platforms allow you to reply directly to reviews from your dashboard, but Customer Alliance uses AI to save your staff time.

• ReviewPro has customisable templates for quick responses
• As well as templates, Customer Alliance has AI Reply Assistant to generate unique, tailored responses with a single click, significantly speeding up the process. The AI can be customised for tone and length, and trained with Smart Snippets to handle recurring feedback

AI Reply Assistant makes Customer Alliance particularly well-suited for hotels with a high volume of reviews that need to be managed efficiently without overwhelming your staff. This capability is especially valuable for larger hotels or hotel chains where managing guest feedback at scale is crucial.

See AI Reply Assistant in action in the interactive demo

How ReviewPro and Customer Alliance help you overcome guest feedback management roadblocks

Both platforms share similar guest feedback management features, including:

• Customisable survey builder where you can use a template or create your own
• Metrics to measure guest satisfaction from surveys: ReviewPro provides Net Promoter Score, while Customer Alliance additionally offers Customer Satisfaction Score and Customer Effort Score
• Sentiment analysis to understand the key topics behind your reviews, and if they’re mentioned in a positive, negative or neutral light
• Competitor analysis dashboards, where you can compare satisfaction scores and review volume

However, Customer Alliance has a few additional features that help you get more comprehensive guest feedback and insights into satisfaction.

1. Timely and comprehensive feedback collection

Customer Alliance allows you to gather feedback across the whole guest journey, from the first time a guest visits your website to after they’ve checked out.

• ReviewPro offers automatic survey sending during the stay, on the day of checkout, one day later or two days later. While ReviewPro allows customisation for department-specific questions, the feedback is gathered through surveys sent at the specified times rather than directly at the touchpoints themselves
• Customer Alliance gives you the freedom to choose different guest touchpoints (e.g. your website, front desk, restaurant, or post-stay) where you’d like to collect feedback. Depending on the touchpoint, this can be through automated email surveys, QR code, or pop-up online surveys

This flexibility positions Customer Alliance as an ideal choice for hotels seeking to gather feedback directly from guests while their experiences are still fresh in their minds. Capturing insights across various touchpoints also helps you quickly address any guest preferences and concerns.

This proactive approach encourages continuous improvements, leading to higher satisfaction scores by ensuring that guest expectations are consistently met and exceeded throughout their stay.

See how Relais Castello di Casiglio uses surveys to increase guest satisfaction. Read the case study here.

2. Efficient data analysis and easy reporting

Both platforms have features that help analyse your guest feedback and reviews, but Customer Alliance offers the flexibility to customise your data parameters for more precise reporting.

• ReviewPro allows you to create Excel reports of your reviews within a specified date range, with the option to include or exclude information like the review source, reviewer name and management’s response. You can also download an Executive Summary as a PDF, which provides an overview of reviews, surveys and semantics.
• Customer Alliance has customisable dashboards for your review volume and scores, review response rate and your performance against competitors. There are a range of filters so you can quickly segment your data and find exactly what you need. You can also download individual tiles or the whole dashboard as a PNG, CSV or Excel file.

The ability to tailor your data parameters and reporting makes Customer Alliance particularly well-suited for larger organisations. With more detailed reporting options, different stakeholders can get the precise information they need. Reports can be created quickly and easily, saving time and allowing your team to focus on making faster, more confident decisions about how to increase satisfaction.

Customer Alliance vs ReviewPro: which should you choose?

Choose Customer Alliance if:

• You need a flexible survey system that allows feedback collection at different touchpoints during and after the guest’s stay
• You need more extensive integration options, including a free Oracle Opera Cloud connection, to seamlessly connect with your PMS and other systems
• You value advanced analytics with interactive dashboards for more precise data segmentation and quick reporting
• You lack the resources to respond to reviews manually and want to add AI into your workflow
• You want the flexibility to distribute reviews to multiple portals (including country-specific ones) to better target your audience and improve your online reputation

Choose ReviewPro if:

• You want to have some CRM functionality in your review and feedback management platform
• You want to send surveys and review invitations via WhatsApp or Messenger
• Your staff would prefer to manage reviews and feedback via an app rather than on desktop
• You need robust AI-driven guest communication solutions, including a pre-trained chatbot that can handle a high volume of inquiries across multiple channels

Many businesses turn to online reputation management tools when struggling with these critical challenges:

1. Keeping track of your brand across platforms: Your brand appears on many websites—search engines, review portals, industry-specific sites and more. Without the right tools, you’ll miss reputation threats until it’s too late to prevent damage.
2. Responding quickly when it matters: When negative content appears, you need to act fast. But crafting the right response and implementing damage control takes precious time you can’t afford to waste.
3. Turning data into insights: You know monitoring your online reputation is crucial, but making sense of all that data is another story. Without clear insights, you can’t make the improvements that drive real change.

The right online reputation management tool solves these challenges by bringing everything into one place. You’ll spot potential issues early, respond faster, and make smarter decisions about your online presence.

In this guide, we’ll explore the key features and user reviews of top online reputation management tools to help you make an informed choice.

Note: Customer Alliance is our own online reputation management tool that has helped thousands of businesses take control of their online reputation over the past 10+ years. See how easy reputation management can be—book a 15-minute intro call today.

1. Customer Alliance

Best reputation management software for hospitality

Customer Alliance is an online reputation management platform that helps you monitor and manage your digital presence without the complexity. Our software works for businesses of all sizes, from single locations to international brands.

At Customer Alliance, we’ve developed powerful features so you can:

1. Track and respond to reviews efficiently: Get all your reviews in one feed, see what still needs a reply, and respond directly from your dashboard. Let AI help write your responses, and even choose which review sites get priority to build a stronger presence where it counts
2. Measure and understand your online reputation: See how you’re performing across review sites, compare scores with competitors, and spot trends in your feedback.

We’ll discuss each feature in detail below.

Track and respond to reviews efficiently (review feed, AI replies, review monitoring, and distribution)

Managing your brand’s online reputation is challenging when feedback is scattered across multiple platforms. From Google Reviews to industry-specific sites, staying on top of what people are saying about your brand—and responding to it quickly—can feel impossible. That’s why we built these features to help you take control.

Review Stream

Get all your online reviews in a single, easy-to-manage feed. Instead of wasting time checking multiple platforms each day, you’ll see every new review instantly in one place—never miss important feedback again.

Smart filters help you zero in on specific time periods, rating ranges, or keywords, so you can focus on the feedback that matters most.

Save hours by responding to reviews from Google, Booking.com, Expedia, Hotels.com, and HolidayCheck directly from your dashboard. No more logging into multiple platforms or losing track of which reviews you’ve answered.

For other platforms, quickly copy your response and get taken straight to the review portal with just one click. You can also translate reviews to your language or share important feedback with your team through internal notes.

Tour the Review Stream

AI Reply Assistant

Generate unique, professional responses to reviews with just one click. When negative reviews need urgent attention, you can craft a thoughtful response in seconds rather than spending precious time writing from scratch. Our AI analyses the reviewer’s sentiment and key points to create responses that address specific feedback, helping you maintain meaningful engagement with your audience.

The assistant works in multiple languages, so you can respond confidently to reviews from around the world. Every AI-generated response appears in an editable format, letting you review and add your personal touch before posting. It’s the perfect balance of speed and authenticity in managing your online reputation.

Tour the AI Reply Assistant

Reply Rate Dashboard

Keep track of how well you’re engaging with your audience across all review platforms. Spot gaps in your response strategy immediately—no more wondering if you’ve missed critical reviews or let response times slip on any platform. See your response rates for each platform, track how quickly you handle positive versus negative reviews, and monitor your reply performance over time.

The dashboard also shows you which reviews can be replied to directly, helping you prioritize your responses and maintain consistently high engagement rates across every platform that matters to your brand.

Automated review invitations

Take control of your online reputation by proactively gathering reviews—rather than hoping customers remember to leave feedback. Set up automatic review invitations that encourage customers to share their experiences online, sending them via email at exactly the right moment.

A steady stream of fresh reviews shows potential customers that you’re actively engaging with your audience and consistently delivering good service. The invitations work quietly in the background, sending themselves automatically so you don’t have to lift a finger.

Businesses using Customer alliance typically see a 30% increase in online reviews year on year—which means better visibility in search results, more social proof for potential customers, and a more accurate picture of your brand online.

Review Distribution

Take charge of where your reviews appear by setting custom percentages for each platform. Instead of letting reviews scatter randomly across the internet, you can strategically direct them where they’ll have the most impact. For example, send 50% of review invitations to Google and 50% to TripAdvisor, helping you build a strong presence where it matters most.

By spreading your reviews strategically across platforms, you’ll reach more potential customers and build trust with a wider audience.

Take the 2-minute Review Distribution tour

Measure and understand your online reputation (performance dashboards, competitor tracking, and text analytics)

Understanding your online reputation isn’t just about collecting reviews. It’s about seeing the complete picture—knowing exactly how you’re performing, where you stand against competitors, and what people really think about your business.

When your brand appears across multiple platforms and review sites, making sense of all this feedback can feel impossible. You need clear metrics that show you what’s working, what isn’t, and where to focus your efforts. That’s why we built these features to turn complex reputation data into clear, actionable insights.

My KPIs dashboard

Create your perfect overview by choosing exactly which reputation metrics matter most to your business. Add custom KPI tiles to track everything from overall rating trends to response times.

Adjust timeframes and benchmarks to spot trends and track your progress. With detailed breakdowns available for different platforms and locations, you’ll always know exactly where your online reputation stands—and where it needs attention.

This personalized dashboard puts the metrics that matter most to you front and center, helping you make faster, more informed decisions about your reputation management strategy.

Take a 2-minute tour of the dashboard

Performance by Source Dashboard

Track how your reputation is evolving across every review platform that matters to your business. See your scores broken down by each site, compare trends over time, and identify which platforms need more attention.

Whether you want to check monthly performance changes, spot growing review volumes, or compare ratings across different sites, everything is available at a glance. Need to share the data with your team? Export any view to CSV, Excel, or PNG with just one click.

Competitors Dashboard

See exactly how your online reputation stacks up against your competitors. Compare your review scores and volume across different platforms, track performance trends over time, and spot opportunities to improve your market position.

Get detailed insights into how you measure up:

• Compare your average ratings against competitor scores
• Track review volumes to gauge relative visibility
• See performance trends over time with monthly, quarterly, or yearly views
• Break down performance by review platform to identify where you lead or lag

The dashboard makes competitive analysis simple—select the competitors you want to track, choose your timeframe, and get clear visuals that show exactly where you stand in your market.

Text Analytics

Turn thousands of reviews into clear insights about your brand’s reputation. Our text analysis tools identify the most common topics people mention and show you exactly what’s helping—or hurting—your online image.

Spot trends in what reviewers are talking about and how they feel about each topic. This helps you identify exactly what’s driving positive reviews and catch potential reputation issues early, before they become bigger problems.

Instead of reading through countless reviews, you’ll see patterns emerge automatically. Know immediately which aspects of your business consistently earn praise and which areas need attention to protect your online reputation.

Our online reviews

With a rating of 4.6 out of 5 stars from verified customer reviews, two themes consistently stand out about Customer Alliance:

• How easy it is to use the platform
• The quality of our customer support

Here’s what our customers are saying:

All your reviews in one place

Simple and intuitive

Proven results

Expert support when you need it

Our in-house support team responds to most queries within 4 hours, with full resolution typically within 7 hours. Whether you reach out through our platform or via email, you’ll get expert help from people who understand reputation management. Larger companies also benefit from a dedicated Customer Success Manager who helps refine your reputation management strategy.

Talk to us about your online reputation

Claim your free 15-minute discovery call with one of our reputation management experts. No presentations, no sales pitch—just a valuable conversation about your challenges and whether Customer Alliance could help solve them.

2. Reputation

Enterprise online reputation management solution

Reputation offers a comprehensive enterprise-level platform for managing all aspects of your online presence. Their solution is well-suited for multi-location businesses and large organisations needing extensive brand monitoring capabilities.

Key features:

• Reviews and Review Booster: Request, respond to, and analyse reviews across all locations from a single platform
• Insights: AI-powered analysis of customer feedback across all channels, with customisable dashboards and automated reporting
• Business Listings: Control your business information across multiple platforms while optimising for local SEO
• Social Suite: Manage social content, track competitor mentions, and monitor brand sentiment across social channels
• Competitive intelligence: Track competitor performance from brand level down to individual locations

The platform stands out for its enterprise-focused features like department-level tracking, multi-location management, and extensive competitive analysis tools. However, smaller businesses might find the platform more complex than they need.

3. BirdEye

AI-powered reputation monitoring software

BirdEye offers an AI-powered reputation management platform designed for multi-location businesses. The platform is particularly strong in review generation and management, with advanced AI features for analyzing and responding to customer feedback.

Key features:

• Review AI: Automatically generate and monitor reviews, craft AI-powered responses, and analyze customer sentiment
• Review Generation Campaigns: Send automated review requests through CRM integration to help improve Google rankings
• Review Monitoring: Track reviews across 200+ sites from a single dashboard
• AI-Assisted Replies: Generate human-like responses in multiple languages with one click
• Reputation Score: Get a complete view of online reputation across locations with analysis of ratings, review counts, and responses
• Competitive Benchmarking: Monitor competitors’ reviews across locations and get actionable insights for improvement
• Listings AI: Manage and optimize business profiles on Google, Apple, Facebook, and Bing

The platform stands out for its extensive use of AI throughout all features and its focus on multi-location businesses. While comprehensive, it might be more than needed for single-location businesses.

4. GatherUp

Review management platform for customer experience optimisation

GatherUp focuses on helping businesses build their online reputation through a comprehensive approach to collecting, understanding, and engaging with customer feedback.

Key features:

• Review Collection: Generate reviews through email and SMS requests, with automated follow-ups to maximise response rates
• Review Monitoring: Track feedback across 100+ review sites, including unique coverage of Google Q&A, Facebook, Yelp, and other platforms
• AI-Generated Insights: Convert review data into actionable insights, with auto-tagging to identify common themes
• SmartReply and AutoReply: Generate customised, human-sounding responses to reviews, with special handling for positive and negative feedback
• Performance Reporting: Track reputation metrics in real-time with customisable reports
• Review Marketing: Display reviews on your website with customisable widgets and turn reviews into social media content

The platform stands out for its comprehensive monitoring capabilities and AI-powered response tools. It’s particularly suited for businesses needing to monitor and manage reviews across a wide range of platforms, including specialised sites like Glassdoor and OpenTable.

5. Yext

Online reputation management solution for local SEO

Yext provides a comprehensive reputation management solution as part of their broader digital presence platform. Their approach focuses heavily on using customer feedback to improve search visibility and overall online presence.

Key features:

• Review Monitoring: Track reviews across multiple platforms through direct API integrations, with real-time notifications and advanced filtering options
• Review Response: Create personalised responses using dynamic building blocks rather than templates, with mobile response capabilities and approval workflows
• Review Generation: Send customisable email and SMS review invitations, with tools to manage both first-party and third-party reviews
• Sentiment Analysis: Use natural language processing to analyse review content and assign sentiment scores, helping identify trends in customer feedback
• Competitive Intelligence: Track up to five local competitors’ ratings and monitor how you compare in search results
• Search Performance: Leverage review content to improve local search rankings and visibility

The platform stands out for its integration of reputation management with search optimisation. It’s particularly suited for businesses focused on improving their local search visibility through better review management.

6. Trustpilot

Review management software for e-commerce trust-building

Trustpilot specialises in helping businesses build and manage their online reputation through verified customer reviews. Their platform emphasises authenticity and trust-building, with tools designed to collect, manage, and leverage customer feedback effectively.

Key features:

• Review Collection: Automate the review gathering process to build a steady stream of authentic feedback, helping create a more accurate online reputation
• AI-assisted Review Responses: Protect your reputation by responding quickly and professionally to reviews with AI-generated suggestions that match your brand voice
• Review Insights: Monitor and analyze customer sentiment with AI-powered tools that identify trends and topics in your reviews, helping you spot reputation risks early
• TrustScore Forecast: Predict future reputation trends and understand how current review patterns could impact your TrustScore
• Review Marketing: Strengthen your online presence by showcasing verified reviews through website widgets, co-branded ads, and social media content
• Platform Safeguards: Maintain reputation integrity with 24/7 fraud detection software and a dedicated Content Integrity Team that investigates suspicious reviews

The platform excels at helping businesses build credibility through verified reviews, though it’s limited to managing reviews within the Trustpilot ecosystem rather than across multiple review sites. It’s particularly valuable for businesses focused on building consumer trust through transparent feedback.

7. ReviewTrackers

Online review management software for local businesses

ReviewTrackers is an online reputation management software focused on leveraging customer reviews to build and maintain a positive brand reputation. Their review management platform specialises in local search visibility and customer engagement.

Key features:

• Review Monitoring: Aggregate and monitor reviews from major directories that drive revenue to track how your business is mentioned online
• Review Generation: Request and capture customer reviews through automated campaigns with direct integrations to different review websites
• Smart Response: Use AI-powered tools to respond to customer reviews efficiently while maintaining brand voice
• Social Media Integration: Monitor and manage both reviews and social media mentions through Hootsuite integration
• Team Performance Tools: Track response rates and team metrics to improve customer engagement
• Analytics and reporting: Generate insights about your online reputation to drive business improvements and ROI

The platform stands out for its focus on local business reputation management and integration with social media platforms. It’s particularly valuable for businesses looking to improve their local search visibility through better review management while maintaining consistent customer engagement across review sites and social channels.

8. Mention

Brand monitoring across a wide range of online sources

Mention is an online reputation monitoring software that specializes in tracking brand mentions across over a billion online sources. Their platform focuses on social media monitoring and broader online presence management.

Key features:

• Real-time Monitoring: Track online mentions across websites, social media platforms, and review websites, with the ability to fetch historical data up to two years back
• Smart Filtering: Use AI-powered tools that help filter relevant mentions and provide daily summaries of important content
• Sentiment Analysis: Analyse the sentiment behind each mention to better understand brand perception
• Competitive Analysis: Monitor and compare your performance against competitors, tracking share of voice and market trends
• Social Media Management: Maintain brand presence through integrated social media publishing and monitoring tools
• Performance Analytics: Generate detailed reports to track trends and measure the success of your monitoring efforts

The platform stands out for its comprehensive monitoring capabilities across a vast range of online sources, from social media to news sites and forums. It’s particularly suited for businesses needing to track their brand mentions across multiple channels while managing their social media presence.

9. Chatmeter

AI-powered reputation monitoring software for multi-location businesses

Chatmeter is an online reputation management software designed specifically for multi-location businesses. Their platform stands out for its AI-powered approach to analyzing customer feedback across all channels and locations.

Key features:

• Pulse AI: Use AI to analyse customer reviews, social posts, and other online mentions to understand sentiment and identify potential risks or issues before they escalate
• Response Management: Generate responses to reviews in multiple languages, using AI or templates while maintaining brand consistency
• Listings Management: Maintain accurate online listings across 140+ business directories with direct API partnerships to major platforms including Apple Maps
• Social Media Management: Create and schedule content across social media platforms with AI-assisted content generation and engagement tracking
• Local SEO Tools: Track your Local Brand Visibility (LBV) score to measure online presence and compare against competitors
• Risk Monitoring: Get immediate alerts about critical mentions involving safety, harassment, or other potential crises

The platform stands out for its comprehensive approach to managing online reputation across multiple locations, with particular strength in local SEO and risk monitoring. It’s especially suited for multi-location businesses needing to understand and manage customer feedback at both local and brand levels.

Best online reputation management tools at a glance

PlatformBest suited forKey strengthCustomer AllianceHospitality businesses, healthcare providers, and automotive companies that prioritise review management over social media presenceSpecialised review management with direct integrations to key booking platformsReputationLarge enterprise businesses needing comprehensive social media and review management across multiple locations and departmentsEnterprise-level reputation management with department trackingBirdEyeMulti-location businesses wanting integrated social media and review management with AI automationAdvanced AI features across all aspects of reputation managementGatherUpLocal businesses focused on review management rather than social mediaStrong review monitoring across specialised industry sitesYextMulti-location retail and service businesses wanting to combine reputation management with local SEOIntegration of reputation management with search optimisationTrustpilotE-commerce businesses looking to build consumer trust through verified reviewsVerified review platform with strong fraud preventionReviewTrackersLocal businesses wanting to combine review management with social media through HootsuiteLocal search optimisation and review managementMentionBrand-focused companies prioritising social media and web monitoringComprehensive brand mention monitoring across platformsChatmeterMulti-location businesses needing both social media management and review monitoringAI-powered risk monitoring and local SEO optimisation

Note: Customer Alliance is our own online reputation management tool that has helped thousands of businesses take control of their online reputation over the past 10+ years. See how easy reputation management can be—book a 15-minute intro call today.

Conclusion: Choosing the right online reputation management software

Choosing the right online reputation management software can transform how businesses shape their digital presence. As we’ve explored, these powerful tools help organizations take control of their online reputation effectively through comprehensive monitoring and management capabilities. Whether you’re looking to enhance online visibility, track mentions of your brand, or maintain a positive online presence, today’s software solutions offer sophisticated features to meet these needs.

The best online reputation management software allows businesses to not only monitor reviews and ratings but also identify crucial areas for improvement. From small and medium enterprises to global brands, these tools can help you streamline their approach to online reputation management while ensuring their business listings across platforms remain accurate and up-to-date.

What sets modern reputation management software apart is how it automatically consolidates feedback across channels. This allows businesses to encourage customers to review your products and services more effectively while maintaining a cohesive experience management strategy. Many platforms offer a free trial period, giving you the opportunity to use the software and evaluate its impact before making a long-term commitment.

When selecting from the top online reputation management software options, consider how each platform provides tools that align with your specific needs. The right solution should enhance your ability to build and maintain a positive online presence while offering clear insights into customer sentiment and competitive positioning.

Remember, managing your digital reputation isn’t just about damage control—it’s about proactively building trust and credibility in an increasingly online world. By using these sophisticated tools, businesses can transform customer feedback into valuable insights that drive improvement and growth.

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