Reputation.com

What is Reputation

Reputation is a comprehensive online reputation and customer experience management platform. Its main purpose is to help businesses monitor and improve how they are seen online. The platform centralizes customer feedback from various sources, including online reviews, surveys, and social media. This allows businesses to analyze customer sentiment, respond to feedback, and make operational improvements. Founded in 2006, Reputation.com, Inc. provides tools for review management, business listings management, social media engagement, and customer surveys. The company is headquartered in San Ramon, California, and serves a wide range of industries, particularly those with multiple physical locations like automotive, retail, and healthcare.

Reputation Features

Reputation offers a suite of tools designed to manage a brand's entire online presence and customer feedback loop.

• Review Management: Collects reviews from Google, Facebook, and hundreds of other sites into a single dashboard. Users can respond to reviews directly from the platform, using templates to save time.
• Presence Management: Ensures business information, such as name, address, phone number, and hours, is accurate and consistent across all major online directories and maps. This helps improve local search engine optimization (SEO).
• Feedback Management: Create and send customer satisfaction surveys (like NPS, CSAT) via email or SMS. The tool helps gather direct feedback to understand the customer experience better.
• Social Media Management: Monitor social media channels for brand mentions, comments, and messages. Users can schedule posts and engage with their audience from one place.
• Analytics and Reporting: Provides detailed dashboards and reports on key metrics. This includes the proprietary Reputation Score, a benchmark that measures a company's performance across different channels and compares it to competitors.
• Store Locator and Pages: Helps businesses create optimized web pages for each of their locations. These pages are designed to rank high in local search results and drive foot traffic.
• Business Messaging: Allows businesses to communicate with customers through text messaging, Google Business Messages, and other messaging platforms.

Reputation Pricing Plans

Reputation's pricing is customized based on the specific needs, size, and number of locations of a business. They do not offer public pricing tiers. Instead, potential customers must contact their sales team for a custom quote. The plans are generally structured to serve different business sizes:

• Single Location Businesses: A basic package that includes core features like review monitoring and listings management for one storefront.
• Multi-Location Businesses: A more comprehensive plan designed for regional or national chains, offering advanced analytics, user roles, and bulk management capabilities.
• Enterprise: A full-suite solution for large corporations, which includes API access, custom integrations, dedicated account management, and advanced reporting features.

Reputation Free Plan

Reputation does not offer a free plan. As an enterprise-focused platform, its services are tailored for businesses that require a comprehensive solution. However, they do offer a free, personalized demo of the platform. During the demo, a product expert shows how the tool can address the specific challenges of your business and provides a custom quote.

How to use Reputation

Getting started with Reputation involves a few key steps to centralize your online presence.

1. Onboarding and Account Setup: First, you connect your business accounts, such as Google Business Profile, Facebook pages, and other relevant industry-specific review sites.
2. Audit Your Online Presence: Use the Presence Management tool to scan the web for your business listings. The platform will identify inconsistencies in your address, phone number, or hours.
3. Correct and Lock Listings: Update any incorrect information from the central dashboard. This pushes the correct data to all connected directories.
4. Monitor Incoming Feedback: Set up your dashboard to view all reviews and social media mentions in a single, real-time feed.
5. Engage with Customers: Respond to reviews and comments directly from the platform. Use response templates to maintain a consistent brand voice.
6. Request New Reviews: Create automated email or SMS campaigns to ask recent customers to leave a review, helping to increase your review volume.
7. Analyze Performance: Regularly check the analytics dashboard to track your Reputation Score, average ratings, and response times to identify areas for improvement.

Pros and Cons of Reputation

Here is a balanced look at the advantages and disadvantages of using Reputation.

Pros:

• All-in-One Platform: Combines review, listings, social media, and survey management in one tool.
• Powerful Analytics: The Reputation Score provides a clear benchmark for performance against competitors.
• Excellent for Multi-Location Businesses: Centralized control and reporting make it ideal for managing hundreds or thousands of locations.
• Actionable Insights: The platform is good at turning raw feedback data into understandable trends and areas for operational improvement.

Cons:

• High Cost: The service can be expensive, making it less accessible for small, single-location businesses.
• Complex Platform: The wide range of features can be overwhelming at first and may require training to use effectively.
• Lack of Transparent Pricing: You must go through a sales demo to get a price, which can be a slow process.

Reputation integrations

Reputation offers integrations with a variety of business systems to create a more connected workflow. These integrations help sync customer data and automate processes.

• CRM Systems: Integrates with platforms like Salesforce and HubSpot to link customer feedback directly to customer records.
• Industry-Specific Software: Connects with Dealer Management Systems (DMS) in the automotive industry or Property Management Systems (PMS) in real estate.
• Marketing Tools: Works with various marketing automation and analytics platforms to incorporate reputation data into broader marketing campaigns.
• Messaging Apps: Integrates with popular messaging services to centralize customer conversations.

Reputation Alternatives

If Reputation is not the right fit, there are several other strong competitors in the market.

• Birdeye: A very similar all-in-one platform that also offers reviews, listings, messaging, and surveys. It is known for its user-friendly interface.
• Podium: Focuses heavily on customer communication through messaging and also includes review management and payment processing tools. It is popular among local service businesses.
• Yext: A leader in business listings management (Presence). While it has expanded into reviews, its core strength remains ensuring accurate information across the web.
• ReviewTrackers: A more specialized tool that focuses primarily on review monitoring and management. It is a good option for businesses that only need a solution for reviews.
• SOCi: Designed specifically for multi-location marketers, offering a suite of tools for social media, reputation management, and local SEO.

Reputation API

Yes, Reputation provides a developer API that allows businesses to build custom integrations and pull reputation data into their own systems. The API enables access to data related to reviews, listings, surveys, and more. Access to the API is typically included in their Enterprise-level plans. To get an API key, you must be a customer and contact your account manager or the Reputation support team. They will provide you with the necessary credentials and documentation.

Here is a generic example of how you might fetch reviews using Python:

import requests

API_KEY = 'your_api_key_here'
ACCOUNT_ID = 'your_account_id_here'

url = f'https://api.reputation.com/v1/accounts/{ACCOUNT_ID}/reviews'

headers = {
    'Authorization': f'Bearer {API_KEY}',
    'Content-Type': 'application/json'
}

response = requests.get(url, headers=headers)

if response.status_code == 200:
    reviews = response.json()
    print(reviews)
else:
    print(f'Error: {response.status_code}')

Reputation Affiliate program

Reputation does not have a public-facing affiliate program for individuals to earn commissions on referrals. Their business model is focused on direct sales and partnerships. However, they do have a Partner Program for agencies, resellers, and technology companies that want to integrate or sell Reputation's services. If you are interested in becoming a partner, you should contact their partnership team directly through their corporate website to discuss potential collaboration opportunities.