RepRevive: Manage Customer Experience Before Review Sites

February 24, 2016

10:00 am

Your reputation is the backbone of your business. Peer-to-peer reviews and social media advice is now trusted more than any other form of advertising. Considering the fact that tech-savvy and ad-prone Gen Z are about to occupy a dominant segment on the market, luring your customers with shiny ads and managing their expectations on social media will only get trickier.

Have you ever been told by a customer that they read some negative reviews online about your company, which you had no idea about?  Up to 70 percent of consumers say they reply on online reviews, when making a purchase or choosing a service provider.

Online opinions have become the single most important reflection of your business in terms of quality, reliability and skills.

Taking this statement as the axiom, RepRevive developed a unique survey system to help you manage your reputation online before it get’s public.

How RepRevive Works

Dashboard RepRevive

With the tools offered by RepRevive you can set up a frictionless survey to deliver to your clients straight after their customer experience. Ask them to rate their experience from 1 to 10 and add space for additional comments if you like.

The app will afterwards automatically segment the users into three categories:

  • Promoter (9-10 rating), who will be invited to leave a feedback on one of the review sites (Yelp, Google My Business, Facebook or Tripadvisor).
  • Passive (7-8 rating), who are invited to connect with your business on social media. You can set the specific selection of profiles.
  • Detractor (1-6 rating) will be encouraged to submit a private feedback to your company for follow up.

This way you can capture negative feedback prior to getting it public and strengthen your online reputation with positive reviews, which are an important local ranking factor by the way.

According the recent case study released by the company, one of their clients could capture and settle 94% of negative reviews with a 25% survey response rate (2.5 times higher than the industry average).

Features

Efficient in-app analytics. The dashboard offers you a one-glance view of all the activities – customer leads by source, customer responses, average feedback rating and review rating.

reprevive - review followup

Direct communication tools. You can follow up with the users directly via email to either manage their feedback or request one. Additionally, you can connect with them via social media and encourage interactions without using any third-party tools or accessing networks directly.  You can sort and reply to all reviews using a direct link to each review. Afterwards, you can share positive reviews on your social media with another click.

Simple set-up. A feedback campaign is created in 5 simple steps. Add your business, location, customer support number, custom email subject line and add the social networks and review websites, where you’d like to direct your customers afterwards.

You can create branded surveys with the simple design tools and choose to use a branded survey URL. The form can be either sent privately via email or social media or embedded as widget on your website.

You can learn more about RepRevive at their website. Plans start from $29 per month with a 14-day free trial.

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Dianna is a former ESL teacher and World Teach volunteer, currently living in France. She’s slightly addicted to apps and viral media trends and helps different companies with product localization and content strategies. You can tweet her at @dilabrien

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