Podium

• Text messaging: Without the customer having any knowledge, Podium allows the organization to transfer text conversations from one team to the next seamlessly and without interruption to the conversation on the customer's side.
• Reputation management: There are plenty of review platforms out there, but we love the ability within Podium to respond to reviews from one easy to navigate location.
• Internal reviews and feedback: Because Podium ties the review to the technician that worked with that customer, we are able to easily pull a report by team member for reviews and use that feedback when we are giving our internal annual performance reviews.

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• If Podium could find a way to report back from Google and other review sites when a user referred to that review site by Podium actually posted a review and tie those reviews to the person who sent the invite to the customer, that would help to add another layer of accountability and recognition to salespeople who are following the process.
• I'd like to see Podium add a service where they respond to positive reviews on behalf of the dealership and provide suggested responses to bad reviews which the dealer could accept, reject, or edit and post.
• Another functionality that could improve the Podium product would be a tie-in to social media. A way to share reviews on Facebook, invite the customer to follow up on social media, and perhaps even a way to take a picture of the customer with their new car and post it to our page.

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• 300 total reviews from 2009 to 2017. From August to present day we have more than doubled.
• Podium has allowed us to target reviews on different platforms like Google, Facebook, etc.
• Targeting does get skewed because it is the customer's choice on which social media to submit a review.

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