Turn your customer feedback into a powerful tool for growth by monitoring and engaging with customer reviews across all of your platforms, 24/7/365.
What does a potential customer see when they Google your business or find you on social media? Are they reassured by 5-star reviews, or do they see mixed feedback that makes them question whether your brand is right for them? Reviews have a significant impact on your brand’s reputation and overall health. By proactively engaging in 24/7 review management, you can strengthen your brand while increasing conversions and sales.
Negative reviews can have a significant impact on your business’s bottom line. The most important rule of negative review management is not to ignore it. Our dedicated team of review experts understands how to craft responses that repair negative reviews in real time and turn dissatisfied customers into loyal advocates for your brand.
Swift, thoughtful, and on-brand responses to online reviews — both positive and negative — let others know you value their engagement, building a stronger connection between your brand and your customers. An authentic response validates them and, as a result, makes them more likely to engage with your brand long-term and recommend you to others.
Online reviews are a highly valuable source of insight straight from those who matter most — your customers. Our online review management services do more than just respond. We analyze every review across all platforms and turn customer feedback about your brand or products into actionable recommendations for your business.
Our review management services extend beyond your own brand and also include your most direct competitors, giving you highly valuable benchmarking data that can help drive better decision-making, product development, and brand strategy. It’s the best way to see your brand through your customers’ eyes so you can better understand their needs.
Not responding or responding poorly to negative reviews can have a damaging effect on your brand that lasts for years. But, by proactively managing potentially harmful reviews the moment they crop up, we can eliminate any risk to your brand and prevent minor criticisms and customer complaints from turning into major risk factors for your brand.
Conversations about your brand can happen across the entire digital ecosystem. To stay plugged in about how people feel about your brand, you need a comprehensive, responsive approach to online review management that spans all platforms, review sites, specialized forums, industry-specific sites, and social media hubs.
With over 20 years in social media management and review management, we have expertise in all major platforms as well as niche and emerging channels. And, our expert online review managers know how to quickly craft platform- or industry-appropriate responses to any kind of feedback, 24/7/365 across any time zone. Through deep strategic listening, we turn that valuable customer review data into actionable feedback and insight for your business.
“In the 12 months before partnering with ICUC, we had a response rate of 3% and an overall rating of 3.3/5. Now, we have a response rate of 99% and an overall rating of 4/5, with an additional 20,000 reviews.”
- Cory Goddard
Senior Director, Operation Systems & Training
➚︎︎99% Response to Reviews
➘48h Response Time
Online review management helps you to manage your brand’s online reputation through the strategic process of monitoring, responding to, and leveraging customer reviews across all platforms where users are talking to or about your brand. You can use a review management system to request reviews from consumers, monitor for new reviews, respond to reviews, and showcase the best reviews.
Responding to both positive and negative reviews shows your customers that you value their feedback and promotes deeper, long-term loyalty to your brand. Even responding to positive reviews reinforces the good experience they’ve had, improving the chance they’ll engage with your brand again and recommend you to others. When someone posts a negative review, the worst thing a brand can do is ignore it or remove it without responding. Instead, it should be addressed immediately, thoughtfully, and with your unique brand voice in mind.
We monitor a wide range of platforms for reviews, including major sites like Google, Yelp, Facebook, and TripAdvisor, as well as niche or industry-specific review sites. This ensures comprehensive coverage and timely responses to your customer feedback, no matter where or when it happens.
Our goal is always to demonstrate the clear ROI of online review management. We use a comprehensive set of metrics to measure success, including things like response rates, rating improvements, review volume, NPS scores, brand mentions, or conversions. We ensure our detailed performance reports are aligned with your brand’s KPIs and that we’re contributing directly to your business objectives.
The information is then distributed to various teams within your organization such as development, UX, customer service and product management. The data will generate new leads, increase ROI and expand product offerings.
Absolutely. We ensure that all online reviews of products and services are overseen, which in turn allows you to control your online reputation.
Yes, in addition to seeing the reviews and responding to the reviews, our solutions offer robust reporting options, including sentiment.
Our pricing model is based on several variables:
As you can see, it takes a conversation to get through the questions above – fill out the form on this page and we can get started!
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