Reputation Reviews

“smart review tracking powerhouse”

Pros

Right away, the way it manages reviews and related workflows felt extremely effective. I really appreciated the innovative, customizable options that let us monitor all reviews in one place which has helped us improve audience engagement. It has also done a very good job of gathering and organizing reviews from every platform making it much simpler to spot customer trends on each one separately and prepare the right responses efficiently. On top of that, the AI support is excellent and the automated replies match the review content well and are generated in real time.

Cons

I haven't run into any issues with it and it consistently collects reviews in real time.

“attentive account management”

Pros

Having a dedicated account manager has been a big plus and they stay very responsive and attentive whenever anything comes up or we need support.

Cons

It seems like this platform may be a better fit for a smaller company than ours. Since we operate at a larger scale, we've run into quite a few problems with our information syncing properly.

“Helpful google IT tool”

Pros

Using it, we can handle our company's IT on Google without any hassle.

Cons

Downside is that the support team doesn't seem as knowledgeable about the program as they really should be.

“all-in-one review management”

Pros

Everything needed for handling reviews and social management is available in one place.

Cons

The new social scheduling suite still has quite a few bugs.

“Capable insights from reviews”

Pros

Having one place to evaluate reviews across all of our communities makes it much easier to spot areas where we can improve and take action.

Cons

A few additional sorting options on the website would make it even better.

“too many scheduling problems”

Pros

The review management part does a fairly decent job and is one of the few areas that works reasonably well.

Cons

Across Nuvi's products, we've run into one problem after another. Post scheduling has been especially unreliable and after dealing with so many issues over the past few months, we've started moving away from the platform entirely.

“review comparisons are incredibly useful”

Pros

Being able to compare and contrast our different properties based on both the number of reviews and the quality of those reviews has been really valuable.

Cons

At times, it can be a bit difficult to locate the exact feature or setting I need when I want to create a specific report, graph, or something similar.

“all reviews in one place”

Pros

Having all of my reviews gathered in a single place has been the biggest benefit. It has saved me a lot of time since I no longer have to jump between different places to manage everything.

Cons

At this point, I really do not have any complaints. If I had to mention one thing, it would be nice if they offered a bit more support around negative reviews but that has not affected my overall experience.

“Valuable insight across every site”

Pros

Having everything in one dashboard has been incredibly useful especially when handling a large number of sites and their online listings. It's given our teams the visibility they need to spot tough points, inefficiencies and gaps in service, then address them quickly. That has helped us improve the customer experience not only on-site but online as well.

Cons

There have been a couple of features or items that didn't work as expected but whenever we flagged them, the team responded quickly and fixed the issues fast.

“powerful reporting and usability”

Pros

Getting started with it is easy but it still has the power to manage even the most complex online IT challenges. On top of that, the reporting features give us a clear view of our online IT performance.

Cons

The only thing I'd really want is a free version of the software.

“smart insights across locations”

Pros

Running multiple locations is a lot easier with this modular online platform because it brings social media, reviews, third-party listings and surveys into one place. Having everything centralized is valuable on its own but where it really delivers is in how it helps you understand customer feedback through NLP. Getting a 4- or 5-star review is nice but a basic rating alone never tells the full story. This system actually reads the feedback, groups themes into categories and weighs them by sentiment and volume. That gives much more useful insight for things like staff retention and recruitment, marketing strategy around areas where you perform well and operational improvements where concerns keep coming up. We've also been lucky to work with an excellent customer success manager who has put in real effort to support us whenever issues have come up which does happen from time to time. We tested other platforms before choosing this one and none of them matched its level. After nearly two years of using it alongside many respected brands in healthcare, automotive and hospitality, I'd absolutely recommend it as a provider to consider.

Cons

It's not without its issues. There are definitely some weaknesses, such as the way certain figures are calculated and some wider customer support tickets are not always handled as well as they should be. At times, it can feel as though tickets are being pushed through to meet SLA targets instead of focusing on fully resolving the underlying problem. Every now and then, a small number of reviews also fail to pull into the platform. That said, I do believe the company understands where it needs to improve and is actively working on those areas which is exactly what you would want to see. In some cases, the problem also comes from the integrations or connections provided by the review platforms themselves.

“Great tips from pros”

Pros

It's been a really helpful place to pick up tips and tricks shared by other professionals.

Cons

I'm still pretty new to using it but up to this point everything has gone smoothly.

“strong review management tools”

Pros

The review management features and monitoring capabilities have been really valuable for our team.

Cons

We'd still like to get more analytics from the social features, along with expanded functionality for the surveys.

“amazing review scoring insights”

Pros

Managing online reputation with this platform has been a real advantage for our business. It pulls reviews from a wide range of review sites, combines them into a clear score and even includes suggestions on how to improve that score. It works really well for companies just getting started with their online reputation and it's just as useful for established businesses that need to monitor, maintain and manage it over time.

Cons

The only thing I'd want improved is having a more flexible way to change which review sites are being pushed for customer feedback.

“Perfect online reputation control”

Pros

One thing I really value is how it lets us control, monitor and manage our online presence and reputation across multiple channels. It offers useful tools and services for collecting and handling customer reviews, keeping track of online reputation, analyzing data and trends and taking action to strengthen our visibility online.

Cons

On the downside, it has not been very simple for us when it comes to measuring and analyzing online performance, understanding trends and creating customized reports to evaluate reputation and customer experience. It could definitely be a bit more simple for the company side.

“Best texting and review tools”

Pros

Being able to text customers directly with survey and review links has been one of the most valuable features for us. That functionality makes a real difference and helps us connect with customers much more effectively.

Cons

Honestly, there isn't really anything I dislike about it from a management standpoint.

“all-in-one time saver”

Pros

Keeping everything in a single place saves a lot of time and cuts down on extra effort. It also makes onboarding and training new hires much more manageable.

Cons

It does feel like almost everything comes as an add-on. I understand that not every feature fits every company and we do have the option to customize the package to match our needs.

“handy resources worth keeping”

Pros

This has been really informative and the printable resources are especially useful since I can save them and refer back to them anytime.

Cons

A few of the links don't work which is a bit frustrating.

“CX tracking boosts sales”

Pros

Being able to monitor our customer experience and turn that feedback into better support for our homeowners has really helped drive sales upward and we've also seen more positive feedback as a result.

Cons

It took some time to fully understand the metrics and figure out how to improve the scores but the training modules do a very good job of helping close that knowledge gap.

“all locations in one place”

Pros

Having one platform to handle reviews and business listings across all of my locations has been a big win. It keeps everything centralized which makes managing multiple locations much more convenient.

Cons

There are still features I'm discovering that I didn't even realize were included. On the positive side, the Learning Academy has been incredibly helpful and I'm constantly learning more and getting up to speed quickly on how to use the tools better.