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This article was published on October 27, 2017

8 apps to help you track customer reviews

8 apps to help you track customer reviews
Scott Gerber
Story by

Scott Gerber

Scott Gerber is the founder of Young Entrepreneur Council (YEC), an invite-only organization comprised of the world’s most successful young Scott Gerber is the founder of Young Entrepreneur Council (YEC), an invite-only organization comprised of the world’s most successful young entrepreneurs. YEC members represent nearly every industry, generate billions of dollars in revenue each year and have created tens of thousands of jobs. Learn more at yec.co.

Knowing how your customers feel about your business is essential to keeping them happy. But keeping up to date on what users are saying about your products or services can quickly become a full-time job. Fortunately, there are a lot of different apps out there to help streamline the process. To find out which ones work best, I asked a panel of entrepreneurs from YEC the following:

Q. In your opinion, what is the best tool for tracking/listening to customer reviews on multiple platforms?

1. BirdEye

BirdEye is a reputation-management platform that allows you to stay on top of what your customers are saying about your brand. This platform allows you to do a lot more than just monitor and manage customer reviews. BirdEye has review generation and marketing tools that will help increase your review count on multiple platforms and strengthen your online reputation. – Duran InciOptimum7

2. Crimson Hexagon’s Listening Tool

Crimson Hexagon has a great listening tool that gets you all types of analytics about what your customers are saying on social media in many places. – Angela RuthCalendar 

3. Front

Front is a great way to centralize and respond to customer reviews from email, social media or chat, for instance. With separate channels and workflows, it’s easy to accidentally let individual requests fall through the cracks or have slow response times. If you have everything in one place, you’ll spend less time checking various accounts and more time responding quickly and helpfully. – Roger LeeCaptain401 

4. Hootsuite and Google Alerts

The combination of Hootsuite and Google Alerts gives a great overview of the perception of your brand, products and services. Hootsuite protects your brand on social media by tracking messages and mentions, while Google Alerts monitors the web for new content about your company. – David HenzelMaxCDN 

5. Intercom

Our team uses Intercom — it’s simple, clean and easy to understand. Everything in Intercom happens on the same screen, and it’s presented in a way that’s easy to digest. The “conversations” tab tells us how many support tickets are open. Anyone who logs in to address an issue gets a snapshot of the user: Where they are, their company and what their last activities were. It saves a lot of time. – Jared BrownHubstaff Talent 

6. Oracle’s Social Listening Tool

Oracle is a well-known name that is trusted by many business professionals. They have reasonable pricing that’s affordable for all sizes of businesses. Its social listening tool also provides all of the tools needed to draw a solid conclusion about how your customers perceive your business. – Derek BromanDiscount Enterprises LLC deguns.net 

7. Social Mention

Social Mention is my favorite free tool for social listening. One of its features is an advanced search that not only returns your results but also generates a score for sentiment, strength, reach and passion. You can then use this information to dive deeper on specific articles and reach out to the most receptive. – Jared AtchisonWPForms 

8. Social Studio

While marketed as a social media monitoring and listening platform, Social Studio is easy to set up and begin showing posts from top review websites like the Better Business Bureau. While the system won’t aggregate the ratings for you to see an overall customer satisfaction score, it will alert you in real-time when a new review is posted, mark the sentiment and assign it for a quick reply. – David CiccarelliVoices.com 

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