Reputation Reviews

“Easy sentiment tracking”

Pros

Managing a franchise group with 800+ locations, having all our reviews pulled into one platform has been incredibly convenient. It's made it much easier to track sentiment across all of our centers and get a clearer view of where the business is doing well and where there's room to improve.

Cons

One downside was losing Yelp data when it stopped being shared with the platform. Since a lot of our guests still post reviews there, we've had to keep checking both places regularly to stay on top of sentiment. A keyword search feature would also be really useful so we could quickly find reviews that mention specific terms we want to monitor.

“review management in one place”

Pros

Having everything in one dashboard makes it really convenient to search through and reply to all of our reviews, aside from Yelp.

Cons

A big frustration has been the review response service we're paying for. Positive reviews hadn't been posted for months as of Friday and the latest email I sent on October 3rd to every contact I had at the company never received any reply.

“responsive support team”

Pros

Our rep has been fantastic and the support team stays very involved and responsive whenever we need help.

Cons

The number accuracy can be really frustrating and the lag between the websites and the platform sometimes makes things very difficult.

“all-in-one for reviews and IT”

Pros

It works as an all-in-one solution for both reviews and IT management which makes it really convenient to handle everything in one place.

Cons

Social product still feels a bit behind some competing tools. For Instagram in particular, it only supports one photo and doesn't allow video which is limiting.

“Helpful multi-location reporting”

Pros

Being able to run reports across different locations saves me a lot of time and cuts down the effort involved.

Cons

Adding potential reviewers through a spreadsheet could be better.

“review management time saver”

Pros

Having Google reviews from all of our business locations pulled into one dashboard has been incredibly helpful. We manage a lot of Google Business pages so seeing everything gathered in a single place makes the whole review process much more manageable. On top of that, being able to reply directly through the platform saves us a ton of time.

Cons

This is not really a rep.com problem but I really wish Yelp worked better with the platform. Yelp is also a major review source for us and having those reviews aggregated in the same system would be a big advantage. Hopefully that becomes possible at some point.

“Weak customer support experience”

Pros

Honestly, the only part that appealed to me was the original sales pitch. We looked at a few options and got completely sold on it but the product itself ended up feeling like a bit of a joke.

Cons

The biggest problem was the people. Other than that first sales pitch, our onboarding rep was terrible. He wouldn't answer calls, didn't train us and barely seemed to understand how the features even worked. Later we found out he had been fired and no one was ever reassigned to help us.

“Convenient templates and reporting”

Pros

Response templates and reporting have been really useful.

Cons

It has caused some ongoing issues with our listings becoming unverified, our home address being displayed and other constant recurring problems.

“user-friendly platform with recurring bugs”

Pros

Platform itself works really well. It's easy to use and our franchise owners have been able to understand it without much trouble.

Cons

At the same time, we've run into bugs that have created some major problems. It still feels like we haven't reached a point where everything is consistently working the way it should.

“Platform with lots of options”

Pros

It is easy to work with and gives us plenty of room to customize it to fit our needs.

Cons

Account management hasn't been the best. We've gone through rep changes and some of the reps assigned to our account haven't been very capable. I also wish there were more options to add local competitors and make customizations at the individual location level.

“boosted our online ratings”

Pros

it has helped us raise our star ratings on both Google and Facebook.

Cons

Getting the account set up is ongoing and requires quite a bit of effort.

“Simple portfolio reporting”

Pros

One thing that really stands out with Rep.com is its simple reporting which helps our company keep track of performance across all of our portfolios. That's only one of the many useful features the platform provides.

Cons

The reporting can feel a little clunky at times and could definitely benefit from more customization options although that may just be me being a bit picky.

“clear data at a better price”

Pros

Compared with similar tools, it presents data in a way that's easy and doesn't take an expert to figure out. On top of that, the pricing is noticeably better than what a lot of competitors charge.

Cons

It would be even better with more customization options. One thing that would really help is being able to merge two clients' information into a single report especially for Regional Managers who need a regional roll-up instead of a report for the full portfolio.

“Fast monitoring and editing”

Pros

Getting started took only a few minutes and now I can monitor everything and make edits right away whenever needed. That has reduced our response time to almost nothing.

Cons

I haven't run into any issues with this software.

“review growth that delivers”

Pros

Managing both our online and local listings became much more effective with it and it turned out to be exactly what our organization needed. Since using it, we've seen a huge jump in the number of reviews coming in, along with a noticeable improvement in our overall star ratings.

Cons

Honestly, there's nothing I dislike about it.

“User-friendly setup”

Pros

Getting started with the software was easy and the support team has been very proactive whenever we've needed help. They're also easy to reach and communicate with which makes a big difference.

Cons

Reporting does have a few limitations but aside from that, the software still meets all of our needs overall.

“helpful rankings and clear dashboards”

Pros

One of the biggest benefits is the IT score which helps us rank our businesses nationwide and track performance consistently. The dashboard is very user-friendly and the reporting, chart-building and filtering options make it simple to stay on top of IT management across our network.

Cons

Because the system is so powerful, it's possible to miss some of the available features unless you get proactive coaching along the way.

“profiles keep breaking”

Pros

There's really nothing in this software that feels useful or worth liking.

Cons

Profile photos keep disappearing, updates don't carry over across all platforms, wrong information shows up and the system often won't save profile changes. We usually have to contact them just to get the updates pushed through.

“customization that really delivers”

Pros

It's very simple to use and just as simple to explain to people in different departments. There's also a lot of customization available which has been a huge plus.

Cons

A frustrating part has been the ongoing bugs in the software that I've been reporting for months and still haven't seen fixed. I've been told several different dates for when a solution would be rolled out but nothing has actually happened. Since my questions and requests started going through the customer support team instead of my account manager, the quality has dropped a lot. I've ended up having to constantly double-check their work because things are often not set up correctly.

“Social scheduling works but has limitations”

Pros

Keeping all of our online presence management in one place has been really helpful for the team. The platform lets us reply to reviews quickly without a lot of hassle. It also includes a tool for requesting feedback from existing clients and that has helped us generate more positive reviews on Google and Facebook.

Cons

Social media integration feels pretty limited. It works fine for scheduling posts to Facebook and Instagram but if you want to pay to boost a scheduled post, that is not possible. The post has to already be live on Facebook or Instagram before it will let you boost it. Because of that, we still have to go back to the native social platforms instead of relying on the social media feature in it.