Online Review Monitoring
With over 33 million local reviews on Yelp alone,1 it’s clear that customers are sharing their opinions online. Seventy-two percent of consumers say they trust online reviews as much as personal referrals,2 so whether it’s a testimonial, a detailed article on someone’s blog, or an offhand comment on Twitter, people are now chatting 24/7—and local business owners need to be paying attention.
Understanding reviews and mentions
Online comments can be broken down into two categories: structured and unstructured mentions. Our system hunts for both, making it simple to track what people are saying wherever they’re saying it.
Structured mentions are already classified or ranked in some way. These include reviews based on numerical or star ratings that come from sites like Yelp and UrbanSpoon.
Unstructured mentions come from anywhere on the web where someone has mentioned a business without an explicit rating. For example, tweets, blog posts and news articles.
Our system automatically determines the sentiment of unstructured mentions, making it easy to see if the writer was satisfied or not.
Responding to reviews to build customer relationships
Monitoring online reviews and mentions is important, but businesses that take the time to respond to their customers can really set themselves apart from the competition. Responses build trust, which translates into higher loyalty and increased sales.
Find a bad review? Business owners can respond with an apology, explanation or incentive to win the customer back.
See a positive review? Spread the word! Share it around multiple social networks with a click of the ‘Share’ button.
A study from Harvard University found that a one-star improvement on a restaurant’s average Yelp score increased their revenue by 5-9%.3 Clearly online reviews influence customer actions, and with Vendasta’s Reputation Management software, monitoring and responding to online chatter becomes quick and simple.
- Find the reviews and comments that businesses don’t know exist
- Improve customer service and public image with punctual responses
- Take negative feedback as points for business improvement
- Offer dissatisfied customers apologies and incentives to win them back
- Publish positive reviews in marketing and social media to win new customers
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