Top 12 Online Reputation Management Tools to Use in 2024

Looking for an online reputation management tool that fits your company’s needs? Here’s a little list to help you make an informed choice.

What is an online reputation management tool?
Why is online reputation management important?
12 best reputation management tools to consider
Reputation management tool FAQs
Which platforms should you monitor for reputation management?
How to choose the best online reputation management tool for your brand

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What is an online reputation management tool?

In general, online reputation management tools are all kinds of tools that help you, well, manage your brand reputation. (Thank you, Captain Obvious?) I said “kinds” because, within the reputation management category, you can find all sorts of different tools that complement each other, with sometimes slightly (or more) different sets of features. And it could be many things, for example:

managing ratings and reviews on review sites, in app stores, and other places like Google Business
managing social media comments and DMs
managing and improving the performance of Google (and other) listings
listening for brand mentions and finding conversations that happen online about your brand
customer surveys and review requests
analytics including, for example, sentiment analysis and competitive analysis
improving search engine rankings and local SEO.

As you’ll see from the list alone, there are several types of online reputation management tools, including different types of tools, and focused on different types of companies, like multi-location brands, agencies, or local businesses.

So, while I could put together a list of top online reputation management tools for the purposes of this article, I would have a hard time selecting THE best tool without at least knowing your industry, company size, team composition, brand goals, and location(s.)

Why is online reputation management important?

For the same reason brand reputation itself is important in the first place. And that’s for everything from building a positive image and preventing brand crises to attracting more customers, building customer loyalty, and improving sales.

And because as your company grows, perhaps into a multi-location or even global brand or an agency with multiple clients, brand reputation becomes not only even more important, but also harder to keep track of. You can’t possibly track all the brand mentions, ratings and reviews, and consumer conversations happening all over the internet without automating some part of the process or hiring an army of people, which often defeats the business purpose.

And that’s exactly what reputation management tools are for:

to help you spot conversations about your brand and take part in them
to get more positive reviews online and react whenever there’s a negative review
to analyze what people say about your brand and use it to improve your marketing strategy and campaigns
to attract more customers to your locations or online stores
to improve the overall customer experience with your brand
to prevent crises from blowing up and ruining your brand reputation.

Here are some examples of reputation management tools that can help you do that.

12 best reputation management tools to consider

Let me show you the top 12 reputation management tools that can help your business.

NapoleonCat

A social media management platform with built-in reputation management tools, including review management and app store rating management. Its Social Inbox acts as a comprehensive reputation management tool, letting you:

Collect all comments, messages, and reviews across social media platforms, with review management for Google Business, Google Play Store and Apple App Store included
Organize them into customer service tickets that you can assign sentiment to, flag, reply to, hide, and assign to customer service team members to work on
Collect and reply to comments under Facebook, Instagram, and TikTok ads that so often get overlooked but can affect your brand reputation.
Automatically respond to some comments or automatically hide spam and offensive comments from your social media posts.
Monitor social media sentiment and engagement on your profiles and your competitors’ profiles to see how customers perceive your brand and how they respond to it
Automate reputation and engagement reporting to always keep your stakeholders in the loop
Track conversation history with individual customers, add notes, and assign relationship sentiment and tags to a customer profile
Consult social media customer service tickets with external team members, collaborators, and clients

Besides reputation management, NapoleonCat also offers social media publishing and a social CRM tool. The customizable (and affordable, may I add) pricing depends on the number of profiles and users, and you can check out what it looks like for your business here.

We highly recommend you test NapoleonCat for free – no credit card required 😉

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Qualitrics

Reputation Management Tools - qualtrics — Qualtrics online **reputation management platform**

Qualitrics is an online reputation management platform designed to collect, manage, and analyze employee and customer feedback.

It includes features such as:

surveys
analytics, including competitive analysis
review management
social media management
customer interaction insights across touchpoints
online reputation tools for location-based businesses.

With features helpful in different areas like digital marketing, customer care, and HR, the platform is pretty comprehensive. The pricing depends on your selected tools and is available upon request.

Determ

Determ offers brand monitoring and reputation management tools, including:

brand mentions
sentiment analysis
AI-powered insights
competitor and industry monitoring
real-time alerts and notifications
automated mention sorting
scheduled periodic reports

It can be used for brand monitoring, data analysis, campaign tracking, competitor analysis, crisis communication, and social media monitoring. The tool offers 3 pricing plans, but to get a fixed number, you need to get in touch with their representatives.

Reviews.io

As you kinda can tell from the name, Reviews.io is a platform focused on collecting and managing online reviews, including product reviews and company reviews.

It integrates with social media networks, eCommerce platforms, messaging tools, and CRM platforms. And it also lets brands do things like:

include customer reviews on their websites as user-generated content
send review invites and apply entire review management workflows
manage reviews from different sites and platforms in one dashboard, including social media (Facebook), Google Business, Yelp, Tripadvisor, G2, and more.

The platform offers a 14-day free trial and three paid plans depending on review volume and customization needs.

Reputation

With another very telling name, Reputation is a consumer feedback management platform that lets you:

manage reviews
increase the performance of your listings
send customer surveys
collect and analyze insights
analyze competitor ratings and reviews
and more

It includes features like competitive intelligence, social media management tools, helpdesk ticketing, and a centralized inbox collecting messages from popular messaging services. To learn more about the platform (including prices, I assume), you can sign up for a demo on their website.

Birdeye

Birdeye is a comprehensive platform designed for reputation management for local businesses. It includes tools like:

review management and monitoring with automated review requests
automated, AI-generated replies
sharing reviews on your website and social media channels
customer surveys with analytics
referral campaigns
and more.

It offers tools for both small businesses and enterprise-level companies. With three main paid plans, you can learn more about customized pricing for your organization by inputting some details on their pricing page.

Meltwater

Meltwater offers a suite of media monitoring and reputation management tools, including:

media intelligence
media relations
social listening and analytics
social media management
consumer intelligence
influencer marketing
sales intelligence

Whether your an SMB, an enterprise, or an agency, you can use it to track and analyze brand mentions, automate reporting, collect and analyze insights, and it offers team collaboration tools to streamline internal workflows.

It offers four pricing plans depending on the size and needs of your organization – but to know the numbers, you’ll need to contact the company for a demo.

Podium

Podium is an AI-powered lead conversion platform designed to help companies with review management, customer messaging, and surveys.

With Podium, you can manage reviews across social media and industry review sites – all in one place. It also lets you communicate with customers across channels, including via calls, SMS, contact forms, and chats

Review management includes:

Google reviews
Facebook reviews
Industry site reviews

In addition, Podium also offers payments and text marketing. And they offer three paid plans, starting at $399 a month.

Yext

Yext offers what they call a digital presence platform for multi-location brands helping local customers find and connect with them. But to break it down into more specific tools, these include:

location listings management
review management
landing pages
customer chats
insights and analytics
site search
social media management
SEO for help centers

With the comprehensive features it offers, Yext has no details about its plans on its website – but you can schedule a demo to get a personalized offer. (It also offers a self-serve training platform and user community called “Hitchhikers”, which I thought was a nice name. ;))

BrightLocal

Another tool aimed at multi-location brands and agencies, BrightLocal is a local SEO platform helping companies stay on top of their search engine rankings and reputation across many physical locations.

Besides rating and review monitoring, it will let you do things like:

audit your Google locations for performance improvement opportunities
track rankings
generate reports
and manage your Google listings.

All while helping your business rank higher in local search engine results.

The platform offers three plans depending on what you want to do – track local SEO, add listings management, and review management – and prices start as low as $39 a month.

Brand24

A social listening tool is essential in a reputation monitoring strategy (which, btw, you should totally have). Being one, Brand24 lets you do things like:

track brand conversations, including mentions across social media, blogs, forums, and other online sites
measure brand awareness, including reach and share of voice
analyze sentiment
create reports
track and analyze conversations about your competitors

The basic Individual plan starts at $79, and there are options for different sized companies to choose from.

Trustpilot

Trustpilot is the only actual review site on this list – and definitely one of the most popular ones. If you run a business, Trustpilot can offer you helpful tools to collect and manage consumer reviews and attract new customers.

You can use the platform to:

collect reviews for services, products, and locations
send out review invitations to customers
respond to reviews, flag and report them
collect and analyze review insights
improve review SEO
and more

Plans start at $250 per domain per month.

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Management with One Tool

Manage & reply to comments and DMs in one place.
Monitor ad comments from multiple accounts.
Automate answers to repetitive questions.
Schedule posts to multiple accounts, on desktop.
Analyze performance and monitor hashtags.
Keep track of your competition.
Create or schedule in-depth reports in seconds.

Reputation management tool FAQs

Which platforms should you monitor for reputation management?

The short (but general) answer is – wherever your customers hang out, a.k.a. leave reviews and comments about your brand. Depending on your industry, your products, or your services, this could be:

social media platforms like Facebook, Instagram, and TikTok
Google Business if you have physical location(s) people rate
app stores including Google Play Store and Apple App Store if you have a mobile app
review sites for your industry, e.g., Tripadvisor, Yelp, or G2 if you sell SaaS software
forums, blogs
and all kinds of websites relevant to your industry.

How to choose the best online reputation management tool for your brand

Finding out which places on the Internet you need to monitor is a good place to start. This will help you find the right tool that includes the platforms and websites you need to keep an eye on. Other than that, consider the following:

Team collaboration features. How easy it is to use the tool between your teams, whether you run an agency or have a multi-location brand. How easy is it to communicate with clients?
Automation features. A.k.a., how much time you can save everyday, for example, to manage reviews for all your locations or create weekly or monthly reports for all your stakeholders.
Analytics and insights. Does the tool give you access to metrics and information that matter for your business? Are they actionable and relevant and not just vanity metrics?
Customer communication. Does the tool let you directly communicate with your customers, e.g. reply to reviews or comments?
Overall ease of use. Many comprehensive platforms, especially the ones that are feature-heavy, can get pretty complicated to use. So consider what reputation management tools are absolute must-haves and go for platforms that make everyday life easier instead of more complicated.

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