Consumer Ratings & Reviews Software Overview
What is Consumer Ratings and Reviews Software?
Consumer ratings and reviews software enables companies to collect and respond to customer feedback for their products or services. Some products in this category allow businesses to host reviews on their own website, while others perform online review moderation and management across other digital channels.
Products that do online review moderation on other digital channels typically aggregate customer feedback from across the web. This allows businesses to respond to negative or positive feedback and questions on different channels from one centralized location.
These types of tools can also be called review management, customer feedback, or product review software. This type of software is typically used by business-to-consumer (B2C) companies in the retail and ecommerce space. Technology review platforms are better suited for business-to-business (B2B) companies that sell business technology.
Consumer ratings and review solutions provide companies with a wide range of benefits, including the ability to:
collect ratings and reviews from customers to create valuable user-generated content (UGC)
use UGC to market and promote their products or brand
monitor and respond to ratings and reviews across digital channels for the purpose of reputation management
syndicate UGC and display it on their website to improve conversion rates
gather insights about customers’ experience with their product or services
improve the overall customer experience by providing them authentic user feedback
increase ranking in organic searches for their products, services, and brand
Reputation Management Software
Consumer ratings and review software is also closely related to online reputation management software, which focuses on monitoring all brand or product mentions across digital channels. While reviews are a big part of reputation and brand management—other things contribute to a business’s online presence.
Online reputation management software may allow companies to monitor reviews and respond to them, interact with customers on social channels, keep track of blog posts they’re mentioned in, etc.
Some of the products included in this category perform reputation management more broadly and have online review management capabilities at their core. Examples of these types of platforms include BirdEye, Podium, Bazaarvoice, and Yext.
Consumer Ratings and Reviews Software Features
Some consumer ratings and reviews software products may specialize more in one or two of the areas below. Here is the list of common features shared by many review management solutions:
Review invitation email campaigns
Automated review invites
Incentivized review offers (e.g. coupons, discounts, gift cards, etc)
Review hosting on your own website
Push reviews on your website to other retail channels
Review Q&A capabilities
Customized review questionnaires
Customer data privacy capabilities
Review monitoring on third-party websites
Centralized dashboard for responding to reviews across websites
Daily/weekly review email or text alerts
Customizable review alerts (by rating, keywords, sentiment, etc)
Review response templates
Auto-respond to reviews
Fraudulent review identification
Assign employees to respond to reviews
Syndicate review content on category pages, product pages, and checkout pages
Integrations with popular third-party review, social media, email marketing, and ad platforms
Review sharing on social media platforms
Mobile application for review management
Review reporting dashboard
Review sentiment analysis
Review categorization via tagging (e.g. by employee, department, sentiment, rating, etc.)
Access to competitive benchmarking
Consumer Ratings and Reviews Software Comparison
Software buyers should consider these key factors as they evaluate different products:
Pricing is one of the biggest differentiators across products.This largely depends on the scale of the review management program your business plans on putting in place. For example, will you be reaching out to 100, 500, 1,00, or over 10,000 customers with review invitations? Some products are better suited for larger companies that have thousands of customers, while others are geared towards small businesses.
Another key difference is between review generation management software and solutions that are larger, reputation management platforms. For example, Trustpilot is primarily an online review management solution, while the Bazaarvoice platform includes review management features along with content curation and cross-channel review engagement capabilities.
There may also be variations in how different review platform vendors treat reviews themselves. For example, some online review platforms ‘own’ the review content that is being generated, while others facilitate the collection of reviews but do not own the reviews once they’re published on your business’s website. Certain vendors may also take extra precautions to make sure their reviews are verified and come from authentic consumers.
Consumer ratings and review platforms vary in cost depending on a few different factors. The main factors that determine price include:
number of retail locations
number of brands you want to generate and manage customer reviews for
volume of review email invitations sent out per month
range of features needed
Some products are priced on a monthly subscription basis, starting as low as $100/month and rising to multiple hundreds of dollars per month. Other products have a yearly subscription fee per brand—yearly subscriptions typically cost hundreds or thousands of dollars. Most vendors will provide pricing information upon request.
Frequently Asked Questions
The best online review platforms for consumers include:
To see more information about which products are better suited for different company sizes and learn more about additional review management solutions, visit the Consumer Ratings and Reviews category overview section.
Collecting authentic customer reviews and using them in your marketing and sales channels can have many positive outcomes for business. Key benefits include:
- Collecting more user generated content
- Improving website SEO and rankings for product/service pages
- Monitoring and responding to reviews mentioning your brand across channels
- Syndicating customer testimonial content on your website to increase conversion rates
- Gathering insights about customer experience with your products or services
- Improving the overall customer experience on your website