Online Review Management Services

One negative review can lead to dozens of lost customers. Monitoring and engaging with customer reviews is essential to business growth and protection.

Review management improves reputation and increases sales

Rule #1 of online review management: Always respond. Our team manages and responds to each of our client’s online, social, and app-based feedback from both customers and employees with the goal of improving brand and workplace reputation, and increasing sales. As an extension of your team, we stay on top of reviews so that you can focus your time back on your business.

Why online review management matters

95% of buyers read online reviews before purchasing

Engaging with peer review sites gives you the opportunity to continue shaping a customer’s experience, and to influence the buying habits of would-be customers doing research before they spend.

When responded to, reviews support SEO

Search engines reward sites with review responses. Businesses who value customer reviews gain an SEO advantage in both credibility and ranking.

Real time responses show your customers you care

Business owners who do not address reviews can be seen as callous by potential customers. ICUC’s global team assures that your reviews are handled promptly and thoughtfully.

How your brand will benefit from Online Review Management

Reviews on Google, Yelp and more are monitored 24/7 by a global team of social media experts
Actions on problem products are executed immediately, ensuring customer satisfaction and loyalty retention
Negative review responses are handled by a team experienced in online reputation management, preventing any further damage from upset customers

OUR RESULTS

Transformed a 3% Response Rate (RR) to a 99% RR

Increased Boston Pizza’s online rating from 3.3 to 4 stars

Reduced response time by up to 2 full business days

THE PROBLEM

Decentralized customer communication touchpoints, inconsistent responses, and differing brand voices

THE SOLUTION

24/7 review management and customer engagement across owned channels
A dedicated team for side-by-side coaching, education and awareness, laying the groundwork to handle 400 separate franchise touch points
Daily custom dashboards, queries and customer insights reports to triage and navigate crises during the COVID-19 pandemic

Review Management FAQ

What types of data are collected via your Review Management solutions?

Our review management platform compiles a vast amount of data, which can include reviews, keywords, ratings, ranks, updates and sales. We will work with your team to focus on certain areas most relevant to your business.

What happens once clients receive data crunched from review or app management?

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.

Is Online Review Management a way of controlling reputation?

Absolutely. We ensure that all online reviews of products and services are overseen, which in turn allows you to control your online reputation.

Do you track sentiment of reviews?

Yes, in addition to seeing the reviews and responding to the reviews, our solutions offer robust reporting options, including sentiment.

How do you price your online review management services?

Our pricing model is based on several variables:

What volume of content do you need ICUC to manage?
What kind of service level agreements (SLA) are you aiming for?
What channels does ICUC need to manage?
Are responses scripted or unique based on situations?
Do you need publishing/scheduling services?
What are your goals?

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!