Reputation’s Interaction-to-Action Platform Revamped


Translates customer feedback data into prescriptive insights that fuel business growth 

Channel News
Reputation’s Interaction-to-Action Platform Revamped

Reputation has announced the relaunch of its Reputation platform, which now incorporates Reputation Score X, Experience Insights and Feedback Anywhere — among other capabilities — in a single, comprehensive platform.  

Along with refreshed branding and a renewed focus for 2021, the global leader in reputation experience management’s platform relaunch reflects the company’s mission to deliver new innovations to its customers that will help them create consistently excellent customer experiences and fuel business growth. 

Making Sense of Customer Interactions

With the overwhelming amount of customer interaction and feedback data that exists today, it’s challenging for brands to get a solid read on their customers’ overall perception of the company and how it compares to the competition. In addition, while various metrics are commonly used to gauge performance, it’s difficult for brands to gather feedback data from disparate listening posts and then know what to do to improve in the eyes of their customers. Reputation has resolved these challenges with a platform that is better than ever — more actionable, more conversational and more open. It incorporates the following to stitch together a wholly comprehensive offering which is more actionable, conversational and open. This was achieved through the following: 

The Reputation platform features Reputation Score X, a new prescriptive analytics tool that shows where a brand stands today, how it got there and what it should do next to improve. Experience Insights consolidates all review and survey data in a centralised location so brands can gain a better understanding of what their customers are saying by topic or by sentiment. Competitive Reporting (Beta) shows the competition’s Reputation Scores, star ratings, reviews and customer feedback and provides direction on how to come out on top.

Static survey tools aren’t dynamic enough to support real-time conversations. The Reputation platform is built for modern companies who understand their customers’ increased reliance on text and SMS-based communication. Conversational Surveys use text messages to make responding to customer surveys personalized and easy. Brands can meet their customers where they are — on their smartphone — and collect and respond to feedback in-the-moment from the Reputation platform.  

The Reputation platform is open, which means it seamlessly integrates with a brand’s other important data sources to provide centralized access to all the metrics that matter. Feedback Anywhere displays third-party data streams alongside a brand’s Reputation data to create a holistic view of the customer experience. 

Pranav Desai, vice president of Product Management, Reputation, said: “Reputation is committed to helping brands raise their XM game, but to do that well, we must constantly innovate to reflect the evolving nature of customer expectations. 

 “We will continue to introduce new capabilities and functionality to our Reputation platform in order to help brands create consistently excellent customer experiences and fuel business growth amid the rapid pace of change.” 

 


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