Editor’s Note: This article was originally published by Web Marketing Today. Practical Ecommerce acquired Web Marketing Today in 2012. In 2016, we merged the two sites, leaving Practical Ecommerce as the successor.
Just like large brands, your small business can be the subject of news stories, blog posts, social media comments, or consumer reviews.
Monitoring what’s being said about your business helps you keep track of your online reputation, respond to comments in a timely manner, and improve your products, services and customer experience based on the feedback you receive.
Here are fifteen social media and consumer review monitoring tools worth considering. The list includes services designed for single and multi-location businesses, as well as tools for specific industry sectors, such as medical, travel, and automotive.
Google Alerts searches blog posts, articles, and news stories in Google’s search engine database for requested queries. Enter your company name or other keywords related to your business, and receive email alerts with the results. Price: Free.
Social Mention works similarly to Google Alerts. In addition to returns based on search queries, it displays information about the following:
- Brand strength — the likelihood that your company is being discussed in social media;
- Sentiment — the ratio of positive to negative remarks;
- Passion — the likelihood that individuals talking about your company will do so repeatedly;
- Reach — the measure of your influence.
Also included is a list of top users, keywords, hashtags, and sources, such as YouTube, Facebook, and Twitter. Price: Free.
3. Google and Bing
Search engines are often overlooked as a way to find mentions of your company or its products, services, and employees. For example, a search on Google using your business name and location may display reviews from customers found in Google Local. Price: Free.
For social engagement monitoring, Hootsuite offers businesses a way to track mentions on social networks like Google+, LinkedIn, Twitter, and Facebook. Access to other sites is available for a small fee. Price: Free for individuals. Pro for businesses is $9.99 per month.
Trackur monitors mainstream social media sites, social networks, forums, images, and videos. It allows you to audit up to 50 keyword searches, and determines the sentiment of ratings and their influence. Price: Starts at $97 per month.
Reputology helps businesses monitor and manage online reviews by providing alerts, dashboards, and analytics. In addition, the tool includes a summary report to help you make decisions based on consumer feedback. It integrates with Hootsuite and other social media management tools. Price: Starts at $25 per month for single locations; multi-location monitoring is also available.
For single or multi-location businesses, Review Trackers monitors major review sites. Features include Hootsuite integration, customer feedback landing pages, daily scanning of new reviews, and email notifications. Price: Starts at $29 per month for single-location businesses.
Designed for businesses with multiple locations, ReviewPush offers customer review request tools, and monitors social media and consumer review sites, such as Google, Yelp, Facebook, Foursquare, and YellowPages.
Reports include your business location’s average ratings with 30-day comparisons, and a feed page with reviews listed chronologically that contain pertinent information, such as date, source, rating, and a reply link, when available. Price: Starts at $29 per month.
Chatmeter offers local brand monitoring for chains and franchises. The platform provides reviews, social media, listing accuracy and search rankings for multiple stores. Price: $1500 per month for chains with 20 or more locations ($75/month per location).
10. Reputation Ranger
Reputation Ranger targets four niche industries — hotel and travel, restaurants and bars, plumbers and home contractors, and automotive sales and service. This tool monitors Facebook and industry-related sites, and generates reports and alerts. Price: Starts at $29 per month.
Review Concierge helps doctors monitor more than 75 major websites where patients can see physician reviews. Weekly snapshots are available in Review Report Cards. Email alerts and a process for gathering reviews are part of the package. Price: Starts at $19.95 per month for one doctor.
12. Reputation Health
Aimed at medical practices, Reputation Health monitors social media sites and health niche customer reviews sites including HealthGrades, Vitals, Doctor.com, and UcompareHealthcare.
The tool collects online mentions and reviews on a private dashboard, sends email notifications upon reviewer comment, and provides business citation alerts. Price: Starts at $29.95 per month with a $99 set-up and training fee for one physician or business location.
Socialdraft sends real-time notifications when a business is mentioned on the web or in social media. Monitoring the general social media sites, it also scans niche sites that specialize in restaurants, travel, medical, legal, and real estate industries. Price: Starts at $59 per month for the package with Web Alerts.
Online review monitoring of general and industry-specific sites is part of the Reputation.com toolset. Other pieces include social media management, engagement tools for posting, a reputation score, and a physical kiosk for obtaining in-store reviews. Price: Self-managed program is approximately $67 per month. A managed service program with consulting is available for multiple locations.
Specifically for hoteliers, TrustYou monitors social platforms and niche travel sites for customer comments and reviews, and provides competitor benchmarking. The tool notes trending topics, sentiment, and categories, such as quality of service and cleanliness.
Using the dashboard, hotels can track trends. Alerts are emailed daily with customer feedback, and businesses can post responses. Price: Starts at $150 per month.