Online survey software provider QuestionPro has launched a comprehensive social media reputation management tool – CX Reputation – to enable brands to monitor, analyze and act on online customer reviews.
The tool provides real-time and AI sentiment analysis of customer reviews while enabling users to filter them based on different criteria, including source, location, and tags.
Further, brands can directly respond to customer reviews within the dashboard and use automated review translation to better understand customer feedback.
Once CX Reputation identifies a negative review, it notifies the customer service team to actively reply and engage with customers and improve the next experience.
The tool aims to provide a more holistic view of the customer experience and accurately display how customers feel about a brand.
Ken Peterson, President of QuestionPro CX, said: “Insights about a brand don’t just come from surveys and ratings – they come from what people say about a brand across the internet, from reviews sites, to social media, to ecommerce sites.
“CX Reputation aggregates, analyzes and delivers insights from these disparate conversations, ratings, rants and reviews in one place, making it easier than ever for marketing and customer service to spot and solve problems and to better engage with customers.”
CX Reputation is an add-on module to QuestionPro’s CX platform and enables brands to manage direct surveys, online ratings and reviews, and social data all within the same app.
The tool integrates customer reviews from sources like Yelp, Trustpilot, and Google Play.