Online Reputation Management in action
Your customers share their experiences on social media. And your potential customers use those reviews to decide if they want to use your services.
67% of customers are influenced by online reviews1, and a one-star improvement can increase revenue by as much as 39%2.
Qualtrics helps you identify trends in your brand’s online reputation by pulling in social data from key sites automatically, proactively solicit positive reviews, and close the loop publicly with detractors.
1Moz, 2015 2Cornell, 2017
Amplify the authentic voice of your customer
Help your customers tell others about their experience by designing feedback surveys in a way that prompts users to post a review on social channels. Frequent reviews lead to better search ranking and ultimately, more foot traffic. By encouraging customers to review your products and services in the moment, you can effectively amplify the impact of their experiences.
Get actionable insights across all digital channels
The most actionable insights are often hidden deep in your customer’s social reviews. View key topics and sentiment in online reviews and dive into relevant verbatim responses for deeper insights using Text IQ to see what, in your customers own words, matters most.
Monitor and analyse key trends in your online reputation by location, see how it impacts your key customer experience metrics, and understand how you compare to the competition.
And, with your online reviews on the same platform as your email, SMS, voice, chat and other customer experience data, you can connect the dots between channels and get a bird’s eye view across the end-to-end digital experience.
Ready to improve your online reputation?
Showcase world-class customer service
Responding to detractors goes a long way to soften the impact of a negative experience. With Qualtrics, now you can easily identify negative reviews and set up automated tickets with your internal teams to directly respond on the same platform to help solve the issue.
Your customer leaves an unsolicited online review on a 3rd party site
Qualtrics automatically pulls in the review from the review site and allows you to take action from with the Qualtrics XM Platform
Qualtrics links you directly to the online review allowing you to reply and close the loop with customers