Reputation New Customer Webinar

Welcome to Reputation’s New Customer Training!

In this session, you will learn how to find training and support resources, practice using Reputation Score X and Experience Insights, and learn more about Reputation’s solutions and how they fit into your customer experience strategy.

Scroll down to access the practice exercises.

REPUTATION WEbinar series

New Customer Webinar – Hosted by the Learning Management Team

Kasey Kershner
Customer Training Manager

Laura Raymond
Learning Content Manager

Exercise 1: Reputation Score X

14 STEPS

1. Let’s explore Reputation Score X in the Reputation platform. To begin, click Reputation Score X in the left-hand navigation menu.

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2. Here, you will see an overview of your Reputation Score. Let’s break it down.

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3. The Reputation Score is a single metric which aggregates all feedback data to determine overall brand health and business performance.

The higher the score, the greater the likelihood of standing out among search engines, map results and review sites.

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4. Located in the Reputation Score overview, you can view your score against the industry average and best-in-class scores.

This helps you benchmark your efforts and show how you stack up against similar organizations.

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5. Further down this page, navigate additional information about the aspects positively or negatively impacting your score, as well as recommendations on how to improve.

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6. Next, let’s see the components that make up your score. At the top of the page, click Components.

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7. In this view, you will see the components that complete your Reputation Score and brief descriptions of each.

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8. The thermometer to the left shows your performance in the individual component, and the symbols to the right indicate the industry average and best-in-class scores.

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9. The chart on the right displays a visual of this component’s performance overtime. At the top of the page, click 30 days to adjust the chart’s data.

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10. Now we are looking at data from only the past 30 days, rather than 90 days.

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11. Next, let’s learn more about a specific component. In this case, we will examine Review Volume. Click View Details.

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12. This page shows more information about the review volume component at your business. Here, you will find insights on what is helping or hurting your review volume score.

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13. To learn more on how to improve this component’s rating, scroll down to the section “What can I do to improve my Review Volume Score?”.

The platform provides prescriptive recommendations and action items to help you improve.

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14. That’s it! You successfully navigated and have learned the basics of Reputation Score and have completed this walkthrough. Return now to the session.

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Here’s an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2312705/Basics-of-Reputation-Score

Exercise 2: Experience Insights

12 STEPS

1. Examining all aspects of feedback is critical to understanding the full Customer Experience. Let’s look at how Reputation’s Experience Insights uses AI to analyze data for you, providing a clear and concise view of your CX.

Hover over Experience.

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2. Click Insights.

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3. In this summary view, you will see all feedback together, regardless of whether it is from first- or third-party sources.

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4. Under Feedback Volume, hover over any source to see the percentage of the overall feedback coming from that source.

This chart adjusts depending on the volume of feedback from different sources at different times, as specified in the top-line filters.

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5. Sentiment shows an aggregated star rating based on all feedback. Think of this like pulling your star rating from review sites like Google and Facebook, combining it with your star rating for surveys to get an overall business star rating.

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6. Now, let’s dive deeper into these insights to view your customer experience strengths and weaknesses. Click Insights by Category.

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7. This section of the platform shows exactly where you are excelling or trailing in customer experience. Using AI, the platform reads all customer feedback, analyzes it, and assigns categories, letting you know your overall performance in the category.

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8. Under Strengths, we can see Doctor Competence is a top category. We can also view how our performance compares to the industry average.

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9. Below the thermometer, view how many reviews and surveys make up this category. This is referred to as Mentions.

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10. To the right, view a sample of real customer quotes that fit into this category.

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11. Let’s take a look further down this page at our Weaknesses. For example, Parking & Facilities has a lower score rating. This is one area of the business we can focus our efforts on to improve.

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12. That’s it! You have completed this walkthrough of the Experience Insights solution.

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Here’s an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2312789/Navigating-Experience-Insights

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