Standard Product Descriptions
We offer a variety of packages to help you get the most out of the Reputation platform.
Base Reputation Management Platform
Base Reputation Management Platform
RDC-PLAT-19A
- Cloud-based access
- Access our platform from any computer with a modern browser and internet connection
- Scalable user, location, and permission management with unlimited logins
- Fine-grained role management that scales with organizational structure and desired access permissions
- Add, remove, or update users and locations automatically (via API or via CSV feed over SFTP)
- Manage all location credentials at the corporate, regional, or local level
- Upload and manage corporate and location logos for alerting and customer outreach
- Custom notifications management
- Notifications for new feedback (reviews, surveys, listings, etc.) delivered via platform, email, or on mobile app
- Customizable alert frequency
- Respond to alerts immediately
- Dashboards and Reports
- Generate location-based reports for all levels of your organization
- Run reports in real-time, export as PDF or HTML, or schedule for automatic delivery
- Choose from a variety of available reports including: Executive Summary, Star Ratings, Sentiment, Reputation Score, Under and Over-Performing Locations, and more
- Build granular, custom reports with the drag-and-drop Report Builder
- Reputation Mobile App
- Available for iOS and Android
- Monitor your reviews, survey responses, social presence, Actions, Inbox and Reputation Score
- Respond to and forward customer feedback
- Create, schedule, approve, and publish social posts (requires purchase of Social solution)
- Enable frontline employees to instantly request customer reviews from a mobile device
- Link customers directly to review or social media sites via SMS
- Use templates or custom request forms
- Promote customer engagement and friendly competition with the Requests Leaderboard
- Engage with your customers on SMS, Google, Facebook using a centralized Inbox.
- Experience Insights (Text and Sentiment Analysis)
- Track the topics driving customer feedback to understand operational strengths and weaknesses
- Industry-specific topic categories are automatically identified using AI and machine learning
- Multiple automated text analysis tools applied to Surveys and Reviews: Word Cloud, Sentiment Map, Operations, and Big Movers leaderboard
- Track sentiment trends, keyword impact and location-level progress by category—across custom location groups or your entire organization
- View rating breakdowns across locations, websites, and survey campaigns
- Compare your performance to industry peers
- Generate Insights-driven reports for print or automated email distribution (PDF or CSV)
- Listings Performance Analysis
- Audit listings accuracy and distribution across the highest-traffic listings websites
- Reputation Score
- The only comprehensive, accurate measure of how your business is found, chosen, and experienced
- Drill down into weighted Reputation Score sub-components (e.g. Listings Accuracy, Review Volume, Average Star Rating) to understand your strengths and areas to improve
- Score your locations against average and best-in-class competitors across your industry
- Google Q&A
- Monitor and respond to local customer questions in the Google Knowledge Panel
- Post and answer FAQs to streamline the customer journey
- Customer Support
- Support includes access to Reputation Help Center (help.reputation.com), our cloud-based resource for training videos and frequently asked questions
Reviews
Reviews
RDC-REVW-19A
- Monitor reviews across 130+ websites
- Access a frequently updated, global list of websites’ reviews from a single centralized dashboard
- Receive review alerts via email and customize alert frequency
- Flag, forward, or share important reviews for follow-up action
- Filter reviews by location, website, sentiment, date, and additional custom filters
- Analyze trends for review sentiment, volume, average rating and more
- Respond to reviews from one centralized dashboard
- Leverage a fully integrated credential repository to send immediate, location-based responses
- Integrate with major customer support desks
- Create custom response templates
- Efficiently create personalized responses using industry-specific or custom response macros
- Adapt response macros based on sentiment and location
- Automate review requests and reminders
- Deploy review requests via multiple channels: website, email, SMS and point-of-service kiosks
- Fully leverage your sales data via API integration with your CRM or regular CSV file uploads via SFTP
- Utilize industry-specific or customized request templates
- Deploy automated drip campaigns to encourage customer feedback
- Prioritize the highest-impact review sites using our industry-specific, patented methodology
- With the Reputation app for iOS and Android, empower your team to request reviews from their mobile devices
- Stream reviews to your webpage automatically
- Syndicate customer reviews to your location pages via API
- Define filters to automatically publish feedback based on rating, timing, source, sentiment, and more
- Publish reviews via an iframe (served by Reputation) or SEO-optimized mode (served by your domain)
- Improve search ranking with Google Rich Snippets
- Utilize industry-standard sub-ratings (e.g. Healthcare CAHPS surveys), or customize your own rating categories aligned to your operations
- (Healthcare clients) Import CAHPS reviews into the Reputation platform to stream CAHPS ratings and comments to your landing pages
- Ensure published feedback complies with privacy laws and organizational policies with Managed Review Moderation (additional paid service)
- Analyze, report, and receive alerts on key metrics
- Report on review sentiment and rating trends, review response rates, review site activity and leading locations
- Tap into powerful, location-based customer engagement metrics such as Requests Sent, Emails Delivered, Emails Opened, etc.
- View a leaderboard of review requests and attributed reviews by requester, location, or divisional breakout
- Configure, save, and schedule packaged reports for automated email distribution
Feedback Anywhere
RDC-FBK-22A
- Feedback Anywhere seamlessly integrates your other important data sources into Reputation.com to provide you with one analytics platform for all the metrics that matter to you.
Review Booster
Review Booster
(Formerly Google Seller Ratings)
RDC-REVBST-20A
• Automated Review Creation (ARC):
• Empowers consumers to generate reviews for your business
• Utilizes private API with our partners, including Google
• Automated process that requires a one-time set-up
• Increase the impact by streaming reviews to your own website
• Take advantage of Reputation.com’s unique experience based expertise and
continuous improvements of the product
Google Seller Ratings
RDC-GSR-22A
• Google-verified ratings and review count submitted for display alongside
your Google Ads
• Unlimited ratings and reviews transferred to Google automatically
Business Listings
Listings – Visibility
RDC-BL-22A
- Single Source of Truth encompassing all of your location data
- Listings automatically created, claimed, unclaimed, and merged
- API updates to major listings sites; tail sites corrected via aggregators
- Track your entire listings presence from one centralized dashboard
- Integrated Traffic Insights reveal actions (calls, directions, etc.) driven by improved listings
- You retain complete and permanent ownership of all listings data
- Continuous auditing and correction
- Quarterly duplicate suppression
Listings – Engagement
RDC-BL-22B
- Everything included in Listings – Visibility
- GBM Q&A, GBM Posts, and GBM Messaging
- Quarterly search rankings and 2 search ranking keywords/location
Listings – Conversion
RDC-BL-22C
- Everything included in Listings – Engagement
- Location pages
- Monthly duplicate suppression, search ranking frequency, and up to 5 search ranking keywords/location
- Optional: up to two locators
Pages & Locators
Location Pages
RDC-SIML-19B
- Location-based, performance-driven profile pages for physical locations and/or professionals
- Built with best-in-class SEO and CRO strategies
- Includes directory hierarchy pages (city/state/country) optimized for SEO purposes.
- Mobile responsive web pages
- Supports media elements like Images, Videos, Content Blocks and Fields, Links, Special Offers and Special Announcements
- Features that support non-duplicative content scaling
- Ability to preview before publishing media elements
- Ability to add Team Members
- Supports 3rd party integrations for Web Analytics, Scheduling and Reviews. Integrations include Google Analytics, Adobe Analytics, Google Tag Manager, Epic, Inquicker, DocASAP, NRC, Binary Fountain
- Supports Reputation Reviews
- Meets WCAG 2.0 Accessibility requirements
- Different templates included out of the box
- Track customer acquisition and conversions
Locator
RDC-SIML-19C
- Create an intuitive search experience to drive searchers on your owned web assets to the locations and professionals that meet their needs.
- Includes customizable filters, autocomplete, and sortable results
- Ability to search by name, address or pre-defined filters
- Ability to customize display fields in locator results
- Different templates included out of the box
- Access to an intuitive admin to update, adjust, and configure new and existing locators.
Group Page (per page)
RDC-SIMG-19A
- Custom landing pages created for your unique groups or departments
- Control page design, display, content and data integration
- Groupings update automatically based on customer Source of Truth
Surveys
- Create and deploy branded, personalized, cross-platform surveys
- Build attractive surveys for native deployment via the web, email, SMS, Conversational SMS, and point-of-service kiosks
- Numerous supported question types and conditional visibility
- Choose from NPS, Likert Scale, multi-select, text box, and numerous other question formats
- Conditional Visibility Editor: Hide or reveal survey questions based on qualifying responses
- Create custom configured survey paths to direct unhappy customers to the appropriate workflows for issue resolution
- Automate survey requests and reminders
- Deploy survey requests via website, email, SMS, Conversational SMS, and point-of-service kiosks
- Fully leverage your sales data via API integration with your CRM or regular CSV file uploads via SFTP
- Use custom-branded, industry-specific request templates
- Deploy automated drip campaigns to encourage survey engagement
- Instantly respond to surveys from a centralized dashboard
- Generate sentiment-specific response macros for your brand and individual locations
- Send immediate, location-based responses using a fully integrated credential repository
- Analyze and report on results and trends
- Track essential survey metrics at the location level, including Requests Sent, Requests Opened, Surveys Completed, and NPS Score
- Link customer demographic and transaction data to each survey for improved reporting and response
- Filter NPS scores by demographic to identify which customer segments need your attention
- Configure, save, and schedule custom-designed, automated reports
- Run cross-tabulation reports to understand the relationships between survey questions
- Aggregate feedback from surveys and reviews to support AI-driven text and sentiment analysis with Operational Insights
- Amplify the voice of the customer via streaming surveys to your website and Automated Review Creation
- Syndicate customer survey summaries (star rating + comments) to your location pages via API
- Define filters to automatically publish feedback based on rating, timing, source, sentiment, and more
- Utilize industry-standard sub-ratings (e.g. Healthcare CAHPS surveys), or customize your own rating categories aligned to your operations
- Publish either via iframe (served by Reputation) or SEO-optimized mode (served by your domain)
- Generate additional Review volume via Automated Review Creation
Surveys – Up to 10K Completes
RDC-SURV-19F
Surveys – Up to 20K Completes
RDC-SURV-19A
Surveys – Up to 50K Completes
RDC-SURV-19B
Surveys – Up to 200K Completes
RDC-SURV-19C
Surveys – Up to 500K Completes
RDC-SURV-19D
Surveys – Unlimited Completes
RDC-SURV-19E
Employee Sentiment
Employee Sentiment
RDC-EMSEN-22A
- Manage and respond to employee reviews from: Glassdoor, Kununu, Indeed, Seek, Niche, Comparably, Ambitionbox, Computrabajo, Careerbliss, Jobstreet, Clutch.co, Inhersight
- Analyze the employee feedback themes from these review sources within Experience Insights
Social Suite
Social
RDC-SOCL-19A
- Manage publishing campaigns in manual or automated mode
- Library of images, videos and content for your organization
- Receive real-time alerts based on keywords
- Ability to boost social posts on Facebook
- Analyze and report on social tags and sentiments
Social w/ Messaging – Good
RDC-SOMS-21A
- Everything included in Social (RDC-SOCL-19A)
- Everything included in Messaging – Good (RDC-MSG-20A)
Social w/ Messaging – Better
RDC-SOCL-21B
- Everything included in Social (RDC-SOCL-19A)
- Everything included in Messaging – Better (RDC-MSGG-20A)
Social w/ Messaging – Best
RDC-SOCL-21C
- Everything included in Social (RDC-SOCL-19A)
- Everything included in Messaging – Best (RDC-MSGGG-20A)
Social Listening
Social Listening – Good
- Track mentions of your brand across Twitter, blogs, news, forums, message boards, IG, and FB in real-time
- Analyze sentiment over time and understand what resonates with your audience
- Up to 25 total monitors
Social Listening – Good Up to 25K Mentions
RDC-SL25K-20A
Social Listening – Good Up to 100K Mentions
RDC-SL100K-20A
Social Listening – Good Up to 500K Mentions
RDC-SL500K-20A
Social Listening – Good Up to 1M Mentions
RDC-SL1M-20A
Social Listening – Better
- Everything included in ‘Social Listening – Good’
- Access to historical data
- Up to 100 total monitors
Social Listening – Better Up to 25K Mentions
RDC-SL25K-20B
Social Listening – Better Up to 100K Mentions
RDC-SL100K-20B
Social Listening – Better Up to 500K Mentions
RDC-SL500K-20B
Social Listening – Better Up to 1M Mentions
RDC-SL1M-20B
Social Listening – Best
- Everything included in ‘Social Listening – Better’
- Image analysis, premium video (e.g. YouTube), blog, and forum sources
- AI smart widgets
- AI driven custom categories, and insights
- Unlimited monitors
Social Listening – Best Up to 500K Mentions
RDC-SL500K-20C
Social Listening – Best Up to 1M Mentions
RDC-SL1M-20C
Social Listening – Good/Better Add 1M Mentions
RDC-SL1MADD-20A
- Access to 1M additional standard mentions – Twitter, blogs, news, forums, message boards, IG, and FB
Social Listening – Best Add 1M Mentions
RDC-SL1MADD-20C
- Access to 1M additional premium mentions – incl. Image analysis, premium video (e.g. YouTube,) blog, and forum sources
Social Listening – Best Add 1M Mentions
RDC-NUVI-HUB
- Dedicated AWS Redshift data store that collects all of your social mentions and metadata through social listening monitoring
- Integrate social data with most BI tools
- Support your analysis with industry-leading Natural Language Processing (NLP) engine in speed and accuracy
Messaging
Messaging – Good
RDC-MSG-20A
- Receive and send unlimited messages on Facebook, Google, and Twitter
- Response templates included
- Reporting: response time and response rate by team member
- Includes web & mobile
Messaging – Better
RDC-MSGG-20A
- Everything included in ‘Messaging – Good’
- Basic automated response engines
Messaging – Best
RDC-MSGGG-20A
- Everything included in ‘Messaging – Better’
- Dedicated SMS number per location
- Up to 1,000 monthly SMS (inbound or outbound)”
Messaging SMS Add-On
RDC-SMSADD-20A
- Add another 1,000 SMS messages (inbound or outbound)
Actions
Actions
RDC-TCK-19A
- Track and resolve customer issues identified in Surveys and Reviews
- Configure email notifications for new Actions tickets, updates, notes, and more
- Respond directly to Surveys and Reviews and collaborate with team members within each ticket
- New tickets automatically generated for custom-defined feedback events
- Define rules for when and how Actions generates new tickets based on feedback sentiment, keywords, locations, etc.
- Create custom stages, SLAs, and workflows for issue escalation and resolution
- Create custom tags and stages to track and filter your workflows
- Create custom queues with role-based visibility
- Assign and categorize tickets to promote visibility and drive resolution
- Add and update internal notes to collaborate with colleagues
- Track and analyze Actions ticket progress via live dashboard and email updates
- View tickets by stage (e.g. open, closed, overdue, in-progress)
- Manually change ticket stages
- Analyze ticket by source, location, stage, tag, queue, sentiment, and more
- Instantly add internal notes to tickets by replying to email notifications
Messaging – Better
RDC-MSGG-20A
- Everything included in ‘Messaging – Good’
- Basic automated response engines
Messaging – Best
RDC-MSGGG-20A
- Everything included in ‘Messaging – Better’
- Dedicated SMS number per location
- Up to 1,000 monthly SMS (inbound or outbound)”
Messaging SMS Add-On
RDC-SMSADD-20A
- Add another 1,000 SMS messages (inbound or outbound)
Competitive Intelligence
Competitive Intelligence
RDC-INS-22A
- Custom platform to access top competitors’ online reviews
- Analyze competitive ratings, review comments, sentiment trends, impact drivers and more
- Benchmark against competitors on brand, location, and industry level
- Analyze current and historical data
Location Mirroring
Location Mirroring (Automotive Groups)
RDC-MIRR-19A
- Add a location to your group tenant from the corresponding OEM tenant
- Link publicly available information (e.g., third-party reviews) from the OEM tenant to the group tenant
- Toggle to OEM tenant(s) to access private information (e.g., OEM survey data)
Employee Engagement – 500 to 2,500 Employees
RDC-EMENG-19B
Employee Engagement – Over 2,500 Employees
RDC-EMENG-19C
Add-on Integrations
TripAdvisor (Reviews)
ADD-TADV-19A
Apartment Ratings (Reviews)
ADD-APRT-19A
Judy’s Book (Reviews)
ADD-JUDY-19A
Yardi Integration Module (Reviews)
ADD-YARDI-19A
Localeze Aggregator (Business Listings)
ADD-LOCL-19A
Managed Services – Moderation & Response
Managed Review/Survey Moderation
- Dedicated team moderates all first and third-party reviews prior to publicationIndustry-specific filters applied for profanity, privacy, legal compliance, and additional custom guidelines
- Receive immediate alerts for flagged reviews
Managed Review/Survey Moderation – Up to 3K Reviews per year
SVC-MOD-19A
Managed Review/Survey Moderation – Up to 10K Reviews per year
SVC-MOD-19B
Managed Review/Survey Moderation – Up to 20K Reviews per year
SVC-MOD-19C
Managed Review/Survey Moderation – Up to 50K Reviews per year
SVC-MOD-19D
Managed Review/Survey Moderation – Unlimited Reviews
SVC-MOD-19E
Managed Review/Survey Response (Positive Only)
- Dedicated team monitors and responds to all positive reviews
- Client specifies review websites for monitoring
- Reputation’s review response team is trained on industry-specific feedback management policies and best practices, including HIPAA
- 24-hour turnaround when valid credentials are in place
- Reputation reports on response metrics monthly
- Response templates customized for your brand goals and guidelines
- We work closely with you to develop response objectives and requirements
Managed Review/Survey Response (Positive Only) – Up to 3K Responses per year
SVC-MRPOS-19A
Managed Review/Survey Response (Positive Only) – Up to 10K Responses per year
SVC-MRPOS-19B
Managed Review/Survey Response (Positive Only) – Up to 20K Responses per year
SVC-MRPOS-19C
Managed Review/Survey Response (Positive Only) – Up to 50K Responses per year
SVC-MRPOS-19D
Managed Review/Survey Response (Positive Only) – Unlimited Responses
SVC-MRPOS-19E
Managed Review/Survey Response (Positive, Neutral, & Negative, or Negative Only)
- Dedicated team monitors and responds to all negative reviews or all negative and positive reviews
- Client specifies review websites for monitoring
- Reputation’s review response team is trained on industry-specific feedback management policies and best practices, including HIPAA
- 24-hour turnaround when valid credentials are in place
- Reputation reports on response metrics monthly
- Response templates customized for your brand goals and guidelines
- We work closely with you to develop response objectives and requirements
Managed Review/Survey Response (Positive, Neutral, & Negative, or Negative Only) – Up to 3K Responses per year
SVC-MRPOSNEG-19A
Managed Review/Survey Response (Positive, Neutral, & Negative, or Negative Only) – Up to 10K Responses per year
SVC-MRPOSNEG-19B
Managed Review/Survey Response (Positive, Neutral, & Negative, or Negative Only) – Up to 20K Responses per year
SVC-MRPOSNEG-19C
Managed Review/Survey Response (Positive, Neutral, & Negative, or Negative Only) – Up to 50K Responses per year
SVC-MRPOSNEG-19D
Managed Review/Survey Response (Positive, Neutral, & Negative, or Negative Only) – Unlimited Responses
SVC-MRPOSNEG-19E
Managed Services – Social Media
Managed Social Branded Publishing (3X/week)
SVC-MSBP-19A
- Branded graphics, copy and animation developed specifically for your industry
- Reputation’s team of Social Media Specialists develops unique, brand-aligned content designed to generate engagement and drive community growth
- Managed publishing to Facebook
- We manage content publication to optimize your presence across the highest-traffic social media websites
- Client direction and approval welcome
- We use your brand guidelines and provided assets to develop industry-relevant content
Managed Social Industry Publishing (3X/week)
SVC-MSIP-19A
- Strategic content developed specifically for your industry and brand
- Useful, educational, and engaging content focused on time-based and seasonal events, celebrations, and national/regional promotions
- Managed publishing to Facebook
- Drive community engagement across the highest-traffic social media website
- Localized content features your brand and location names
- We strategically design content to grow local community engagement
Managed Social Response (All Posts)
SVC-MSRE-19A
- Reputation’s Social Response team monitors and responds to all social posts
- Reputation’s Managed Social Response services complement our posted content Monday-Friday
- We ensure that posts we make on your behalf are driving positive and productive engagements.
- RDC flags and deletes inappropriate content per customer brand guidelines
- Receive immediate alerts for negative comments
Managed Social Response (only RDC posts)
SVC-MSRE-19B
- Reputation’s Social Response team monitors and responds to only social posts published by the Reputation team
- Reputation’s Social Response services complement our posted content Monday-Friday
- We ensure that posts we make on your behalf are driving positive and productive engagements.
- Reputation flags and deletes inappropriate content per customer brand guidelines
- Receive immediate alerts for negative comments
Managed Social Media Advertising
SVC-MFAD-19A
- Fully managed Social Media advertising campaigns
- Strategic campaign planning
- Full campaign lifecycle management (implementation, media buying, optimization and reporting)
- Monthly improvement based on CPL/CPA, ROAS and ROI
Facebook Marketplace Integration for Automotive
SVC-FBMP-20A
- Integrate used-vehicle inventory feeds with Facebook Marketplace
- Monthly Reporting including listings views, clicks, messages/calls
- Dedicated Ad Specialist optimizes listings and handles implementation process
Managed Services for Google
Managed Services for Google
RDC-GMBMR-19
- Complete review and optimization of critical data for your Google presence
- Strategic business data management and publication
- Enhanced engagement through Google including review requesting, as well as review and Q&A response management
- Leading ORM and CX analytics, insights, and reports
Managed Business Listings
RDC-MSBL-19A
- Delegated Business Listing Success Manager
- Subject matter expert who specializes in aligning business-specific needs with 3rd party sources
- Platform listing accuracy guaranteed above 90%
- Bi-weekly strategy & progress calls
- General maintenance including profile updates, location adds, changes, and deletes
- Proactive auditing of listings (suspensions, duplicates, verifications, etc.)
- Verification management including postcard tracking and location specific follow-up
Education Services
Education – Fixed Fee
ED-VRTL-FIXED
- Custom training services
RXM Services and Product Bundles
Services Included
| Service | |||
|---|---|---|---|
| CRM integration / Rep Connect | Self serve | Incl. 2 hours of consulting | Full service |
| Rep Score |  | | |
| Experience Insights | | | |
| Onboarding | | | |
| Training | | | |
Products Included
| Product | |||
|---|---|---|---|
| Reviews | | | |
| Listings | Visibility (RDC-BL-22A) | Engagement (RDC-BL-22B) | Engagement (RDC-BL-22B) |
| Surveys: 10,000 completes per 10 licenses | Review Booster (1 star rating, 1 question, RDC-REVBST-20A) | Review Booster (1 star rating, 1 question, RDC-REVBST-20A) | + Up to 3 custom templates per contract (+RDC-SURV-19F) |
| Social | – | | |
| Messaging | – | FB, GMB, Twitter DM’s | FB, GMB, Twitter DM’s |
| Bundle SKU | RXM-B-22A | RXM-ES-22A | RXM-PRO-22A |
| Underlying PS SKU’s | PROSERV-CORE-BASIC, PROSERV-REVBR | PROSERV-CORE-BASIC, PROSERV-REVBR, PROSERV-API-CONSULT | PROSERV-CORE-BASIC, PROSERV-REVBR, PROSERV-SRVY-BASIC, PROSERV-REQ-INTEG-BASIC |