8 Reputation Management Platforms for Merchants

remove-search-box-google_s-toolbar-800x800As customer review sites like Yelp, Angie’s List, and TripAdvisor proliferate, reputation management platforms are becoming an increasingly important tool in the local merchant’s arsenal. Nearly a quarter of small businesses now monitor their online reputations, according to BIA/Kelsey, and revenue for e-mail, reputation and presence management platforms — collectively known as ERPMs — is expected to reach $3.1 billion by the end of the year.

SMBs have good reason to invest in these types of services. Anyone can review a business online, and the effect of those comments (positive or negative) can outweigh the effect of a traditional media ad. A one-star increase on a company’s Yelp profile can lead to a 5% to 9% increase in revenue, according to a recent report from Harvard Business School.

Here are eight platforms that each tackle online reputation management in a slightly different way.

1. Marchex: Track and analyze online comments.
Marchex’s reputation management platform tracks more than 8,000 sources — from Twitter, to local blogs, and community forums — and uses the mentions it gathers to create detailed reports. Merchants can use these reports to see what their customers are saying online and gauge how well they’re stacking up against industry competitors. Marchex also notifies merchants when their directory listings are inaccurate, spurring them to update their information on popular sites. Businesses can sign-up to try Marchex’s reputation management tools for free.

2. Yext: Real-time reputation management.
Local listings make up a big part of a merchant’s online reputation. Yext is a platform that SMBs can use to see what’s been posted about them on more than 50 of the largest search engines, review sites, and social networks. Merchants can monitor reviews posted on sites like Yelp and Foursquare from within Yext’s PowerListings dashboard, and track how customer sentiment has changed over time. Business owner can also share selected reviews with their location managers, to ensure customer complaints are identified and addressed. Yext’s PowerListings packages range from $12 to $41 per month.

3. Veribo: Suppress negative search results.
Veribo is a reputation management platform that businesses can use to take control of their presence online. Veribo handles the heavy lifting, and assigns a project manager to each new client. Project managers work to pinpoint the search results their clients would like to disappear, and create new online content. This content is then promoted through Veribo’s online channels, effectively burying any negative reviews or websites. Veribo offers custom pricing based on a client’s location, competitiveness, and the number of negative search results.

4. Chatmeter: Reputation management for chains and franchises.
Chatmeter offers tools that chains and franchises can use to stay updated on what’s going on at their individual stores. Business with multiple locations can monitor the reviews being posted about each of their establishments and respond to individual complaints immediately when they pop up on the web. Chatmeter measures brand sentiment on dozens of popular websites, including Facebook, Yelp, UrbanSpoon, OpenTable, and Patch. This sentiment is then analyzed and delivered in daily email alerts to Chatmeter clients. Chatmeter offers a tiered pricing structure with volume discounts for chains and white-label partners.

5. VendAsta: A white-label platform for media and advertising companies.
Media and advertising companies can use VendAsta’s white-label platform to offer “reputation intelligence” tools to their own SMB clients. VendAsta gives local media companies and advertising agencies tools that their clients can use verify their online business listings, monitor popular review websites, and protect against defamation by ex-employees. Merchants can also opt to use VendAsta’s do-it-for-me solution, relying on trained digital analysts to manage their directory listings and reviews. VendAsta offers a tiered pricing structure for white-label partners.

6. Reputation.com: Give your business a polished online presence.
Reputation.com helps SMBs take control of their online search results with tools for continuous web monitoring, review tracking, and negative content suppression.  The company works with clients to remove negative or inaccurate customer reviews. It also offers tools that businesses can use to encourage satisfied customers to post their opinions online, as a way to counteract negative reviews. The company’s “Reputation for Business” package offers custom pricing, starting at $400 per year for the most basic level of service.

7. LocalVox: Learn how to manage negative reviews.
Responding in a timely and professional manner can mitigate the damage done by a negative review. LocalVox offers tools to guide businesses through this process, providing suggestions on how to respond to customer comments that pop up on Facebook, Twitter, Yelp, Citysearch, and other popular sites. Since acquiring Postling in 2012, LocalVox has included self-service reputation tools with every marketing package it sells. In addition to its self-service tools, LocalVox also offers full service social reputation management — which includes influencer outreach, review monitoring, and geo-targeted keyword leads — starting at $999 per month.

8. Swipely: Monitor reviews tied to specific campaigns.
Swipely isn’t typically thought of as a reputation-monitoring service, but the AIO marketing and payments platform introduced reputation management as part of its spring 2013 update. Businesses that use Swipely can now monitor their reputations on Yelp, Google, and OpenTable within the context of their sales results. This allows businesses to compare their reputation to nearby competitors, identify their most influential customers, and see how their ratings or reviews are trending over time. Swipely offers variable pricing, with merchants typically paying between 2% and 3% to accept payments through its platform.

Know of other reputation management tools? Leave a description in the comments.

Stephanie Miles is an associate editor at Street Fight.

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  1. emad
    May 14, 2013

    Hi Stephanie,

    Add YellowBot to this group. Email me if you’d like a demo!

  2. Ted Paff
    May 14, 2013

    The tools that you list are great for businesses that get a high volume of reviews (restaurants, hotels, etc.) and want to monitor that flow.

    For local businesses that want to get more reviews, Customer Lobby provides the most comprehensive tools to get, manage and syndicate reviews.

  3. Chris Travers
    May 14, 2013

    Also LocationMonitor.com with UBL, Trackur (for social mentions), MyRepman and Ecinity is new on the block.

  4. felix
    May 15, 2013

    quit the green font color, it hurts my eyes

  5. May 16, 2013

    Hi Stephanie,

    Thanks for this comprehensive list and for mentioning Veribo!

    I now have quite a few new tools to explore.. 🙂

    We developed a nifty ORM tool called Lookuppage, it essentially allows you to easily create a webpage that appears high on search engines – you should def check it out!

  6. May 16, 2013

    For online review sites, the best way to neutralize negative reviews is with more high-quality, message-shaped positive reviews. Review HELPER makes it easy for ANY customer (that you invite) to provide an online review–even customers that don’t type or use the Internet. They answer some questions via our web or interactive voice response telephone interface, and we do the rest.

  7. May 19, 2013

    Thanks Stephanie, you’ve listed some great tools here, and a great variety of options for companies of all sizes.

    Working in Online Reputation Management for the last two years (at Veribo) I’ve come to realize just how vital it is for businesses today to take control over their online presence and use different tools to learn about and interact with their clients.

  8. veselypaul
    June 6, 2013

    Great list Stephanie. Loved the mention of Veribo for obvious reasons. There are some great tools listed and I’d also like to suggest using LookUpPage

  9. Travis
    July 12, 2013

    Thanks for the list! It is a shame that competitiors can visit sites like Scambook and leave false bad reviews about your business and then you have to pay to respond.

  10. Simone G.
    July 25, 2013

    I would also like to point out Vedilo, http://www.vedilo.com, they do reputation management with their monthly plans

  11. Prakash
    February 24, 2014

    Hi, We are building a reputation management and sentiment analysis tool at http://www.sentiks.com. Appreciate your feedback.

  12. Ilya Nikitin
    March 2, 2014

    What about Linkwiper.com?

    This tool is for everyone (both private persons and companies/brands)
    who suffer from unfair negative publicity in Google, when someone
    googles them.

  13. September 28, 2014

    This is a great list. I am the Senior Concierge at Review Concierge and we may recommend some of these where appropriate.

    Review Concierge is the company that doctors and medical institutions use to monitor, respond to and increase their online reviews. Our packages start at $19.95/month and go to $50 or $200/month depending on how many reviews you want to respond to. (Our writers and digital marketing specialists manage the entire process of responding to reviews on a doctor’s behalf. )

  14. Henri
    October 29, 2014

    Don’t forget to include http://www.ReviewInc.com on your list.

  15. reviewbalance
    April 11, 2015

    Stephanie , thanks for the in depth article. I would like to introduce Reviewbalance We Bury Negative Online Reviews By Attracting An Avalanche of Positive Reviews. Reviewbalance.com’s system allows you to collect reviews from your customers,and direct their reviews to different places, depending on if the customer had a great or poor experience. $19.95 per month.

  16. Jax-Nole
    July 7, 2015

    Try dealing with a customer that knows about these sites and smears your name until you give in.

  17. William Ivy Jenkins III
    September 17, 2015

    This list is solid- I would also add ReviewTrackers is a great platform for businesses also.

  18. brainsparker
    October 26, 2015

    ReviewTrackers, the software company I work for, would be an excellent addition to this list. ReviewTrackers has already helped over 15,000 businesses manage data and improve their business reputation. With our new Feedback Request tool, you can easily ask for reviews customer feedback, all through one dashboard.

  19. J.D.R.
    February 10, 2016

    Great list, but I’d disagree with a couple, as my company used several and they didn’t meet out aggressive approach to a good online reputation. My boss went with http://www.reputationforce.reviews it’s more high end than most, which fits our company’s strategy. There were a couple mentioned here I never hear of, I am always keeping me eye out to stay on top of the ‘latest and greatest’.

  20. February 16, 2016

    Great list. At my digital marketing agency we use Yext for all of our clients. They just announced today they are integrating with Google (finally!). I am also the cofounder of a startup that helps local and regional business manage their online reputations: https://reprevive.com/ We combine customer feedback with 24/7 review monitoring so they always know what kind of customer service is being delivered. We’ve seen response rates as high as 25.4% on our customer feedback surveys, 2.5x higher than the industry average.

  21. March 10, 2017

    Great Article ! Quite useful who wants to manage and maintain their brand reputation. I have used their tool for my brand Crystalusion – Liquid Screen Protector. This tool is great to monitor the feedback of customers, it is easy to use and gives beautiful solution for maintaining brand reputation online.

  22. March 11, 2017

    https://123ORM.com is the best tool we found.

  23. henry miller
    August 29, 2017

    I would also add the Pozative application to this list as well. It’s highly effective, and you can manage everything from one seamless dashboard! https://pozative.com/

  24. October 26, 2017

    Great list. As far I know, Vendasta has updated their pricing recently. Don’t forget to check that at https://www.vendasta.com/pricing

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