Looking for the best reputation management software? You’ve spent hours visiting reputation management software comparison sites like G2, Capttera, and Software advice. You’ve read the reviews. With all of the tools that promise to help you get reviews or monitor your reputation, how do you know what’s best.
When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. Alternatively, you’re actively listening to unhappy customers so you can solve their problems, improve your own business, and illuminate a channel of open communicate.
How do reputation management software solutions help?
They provide the tools that allow you to automate review generation, monitor new reviews across the vast review site ecosystem, and share your best reviews on your website and with social media.
Because online reviews and reputation are so important, the SaaS review management landscape has become competitive with a ton of tools that offer a variety of features.
We’ve done our best to put together a comprehensive, in-depth list of the best reputation management platforms for your evaluation in 2020. As businesses open back up and start delivering services again, your reputation has never been more important.
Let’s take a look at the top 12 best reputation management software solutions in 2020.
Table of Contents
Transparent Self-Mention: Grade.us
Grade.us is a bonus alternative on our list. Not ranked, but included since transparently, we offer reputation management software.
Founded in 2013 by Jon Hall, Grade.us blossomed from a startup contender into a major player in the online review space. In 2020, Grade.us joined a newly launched, full suite of digital marketing tools — Traject. Made up of a group of 60+ passionate team members, Traject represents 7 brands, 22 cities, and 11 different countries.
So why is Grade.us on the list?
Full disclosure, we’re going to toot our horn a bit here. As a platform, Grade.us is designed around one thing — helping you get online reviews.
Here’s why Grade.us is so different.
We provide more high-value features than the vast majority of our review management competitors. BirdEye pricing for their entry reviews and listing product is set at $349 per mo. for a single location. Grade.us pricing is set at $180 per mo. and includes three locations. You’d need to spend $1,047 to get the same thing from BirdEye.
Not only that, we are geared primarily to digital marketing agencies. If you’re a regular on our blog, you know that we consistently focus on the importance of reviews to local businesses, how to find review management clients, how to price your services, how to sell review management, and how to provide review management services.
We also develop a ton of marketing collateral, sales assets, and lead gen tools for our agencies to use to close clients.
In fact, we just launched our Local Client Finder lead generation tool to help you build your agency.
What does this mean?
It means we’re prepared to grow with you. We’re all in on you, and we’re serious about boosting your review portfolio.
Take a look at what Grade.us offers.
Now compare that with every other provider we’ve listed in this post. When it comes to reviews, no provider comes close to the kind of value we provide.
Here’s why this matters.
Your review portfolio has a significant impact on every part of your marketing. Your review portfolio (or lack thereof) determines your return on ad spend, conversion rate, even the traffic you receive on your site. You can calculate that for yourself here.
We’re absolutely biased, but we have the data to back it up.
Reviews are a big deal; if you’re serious about generating more business via online reviews, we believe Grade.us is the best solution. We’re so confident that we’re willing to provide you with a genuine free trial. No credit card required, we’ll earn your trust the old fashioned way, with results.
Pros + Cons
We have the standard ORM features — request, respond to, and optimize reviews, etc. Here’s a demo of our platform in action and a list of our platform pros and cons:
|Online review management (ORM)||Agencies and resellers||White label|
|Review generation||Review monitoring||Review marketing|
|14 Day Free trial (no credit card or contract required)|
|The Professional plan:||$180 per mo., 3 locations included|
|The Agency plan:||$400 per mo. 10 locations/clients included|
|The Partner plan (for the enterprise):||$2,500 per mo. 100 locations/clients included|
|Online reviews and reputation management||Review widgets and plugins|
|Review listings monitoring (multi-location)||Auto review request campaigns|
|White-labeled agency plugins, widgets, and API||White-labeled content for agencies|
|Analytics, performance, and trends reporting||Track clicks, clickthroughs, and conversions|
Here’s why our “Cons” are actually strengths.
Grade.us is part of Traject — this means you have ready access to the tools and resources you need.
My point with all of this?
Grade.us is part of a suite of tools now. The tools above give you the comprehensive support you need to get what you need done. You could purchase all of the tools Traject offers and still come in under BirdEye’s three location pricing.
This means you have options; you really can get more for less.
GatherUp was founded as GetFiveStars in 2013 by local search marketers Mike Blumenthal, Don Campbell, and Thomas Hasch. GatherUp is an online review management and customer service platform that’s geared towards growing businesses regardless of their size.
The GatherUp team has a deep background in search engine optimization (SEO), digital marketing, and traditional marketing. These co-founders understand the significant impact local search and online review management (ORM) can have on a small business.
Pros + Cons
What makes GatherUp so different? Their platform is geared around the customer experience. Other platforms are focused exclusively on a specific set of features. GatherUp approaches things a bit differently; they release features at a brisk pace, but they tie everything back to the customer experience.
They’re obsessed with the customer experience, doing everything they can to take care of their customers so that they can pay it forward.
Take a look.
Here’s marketing agency YDOP discussing why they love GatherUp.
GatherUp has the standard ORM and CX features — request and respond to reviews, monitor listings, send and receive surveys, manage customer feedback and support, etc. Here’s a list of their platform pros and cons:
|Online review management (ORM)||$75 per mo., per location|
|Customer experience (CX)||$99 per mo., per location|
|$199 per mo., per location|
|Review feedback and generation||Surveys|
|Review and reputation monitoring||Measure and reporting|
|Review promotion and marketing||Automation and integrations|
|Point-of-sale (POS) integrations||Rest API access|
Reputation.com was initially founded as Reputation Defender, by review and reputation management pioneer Michael Fertik. Their platform focuses primarily on enterprise clients. The company serves industries, including healthcare, hospitality, retail, automotive, restaurants, and property management.
Reports list approximately 750 enterprise customers, including Banner Health, BMW, Ford Motor Company, Hertz, General Motors, Sutter Health, and US Bank.
Pros + Cons
Their platform gives brands a detailed overview of their business and the granular details needed to get a deeper dive from the data. Here’s a brief look at their platform and the functionality they provide.
They have the standard ORM and CX features — request and respond to reviews, monitor listings, send out surveys, manage customer feedback and support, etc. Here’s a list of their platform pros and cons:
|Online review management (ORM)||$99 per yr|
|Customer experience (CX)||$500 - $25,000 for managed services|
|$500 - $25,000 for product customization|
|Business listings||Issue tracking + customer feedback|
|Directory management||Managed services for Google|
Yext is a publicly-traded online brand management platform. They originally got their start in 2006 as a local advertising business. They pivoted in 2009, shifting their focus to lead generation via a pay-per-call business model. They would pivot again, selling their pay-per-call business to IAC in 2012.
Their platform leans heavily towards local listings.
Interestingly, they’ve added what they call their “knowledge network” and incorporated their knowledge graph product, working to optimize customer platforms for Google’s knowledge graph.
Pros + Cons
If your business is location specific or you rely disproportionately on local search as an avenue to generate leads and sales, Yext may be a good fit for you. Here’s a list of their platform pros and cons:
|Local listings||$199 per year|
|Local SEO||$499 per year|
|Online review management (ORM)||$999 per year|
|Answers (natural language search)||Pages (local landing pages optimized )|
Yotpo is a retail marketing platform. Founded in 2011, this VC backed platform has a large following of customers, in a variety of industries. They serve businesses of all sizes from SMBs to the Enterprise. The common thread with Yotpo is its focus on ecommerce.
As a company, Yotpo has more than 200,000 customers and 400+ employees, with a variety of large well-known customers, including GoPro, Everlast, Esurance, and Adore Me.
Pros + Cons
When it comes to retail, Yotpo knows their stuff. Their platforms are heavily focused on the visual and review aspects retailers, and eCommerce brands need. Yotpo has the standard ORM and CX features; here’s a list of their platform pros and cons.
|Online review management (ORM)||Free trial|
|Customer experience (CX)||$29 per mo. (tiered pricing)|
|Insights and analytics||Request a quote (tiered pricing)|
|Reviews and ratings||Visual marketing|
|Loyalty and referrals||Consumer insights|
|SMS marketing||Integrations and AI Engine|
Podium, known initially as RepDrive, is a customer interaction management platform designed for local businesses and founded in 2014 by Eric Rea and Dennis Steele. They’re a VC backed company and Y Combinator alum. They’ve raised $217 million in funding to date.
Podium serves 40K business, powering 17 million customer interactions, for more than 1 in 4 phones. They’re focused on managing interactions from “search to sold.”
Podium’s payment option makes them unique.
This gives customer support teams more power than they’re used to — your team can process payments, issue refunds, handle various customer payment methods, and maintain PCI compliance. This requires careful procedures so that support teams can manage their newfound power appropriately.
Pros + Cons
As you’d expect, Podium has the standard ORM and CX features — request and respond to reviews, surveys, manage customer feedback and support, webchat, team chat and inbox. Here’s a brief breakdown of their platform pros and cons:
|Customer experience (CX)||$399 per mo., per location|
|Customer Interactions (CI)||Total cost based on locations and products|
|Online review management (ORM)||Webchat is an additional $100 per mo.|
BirdEye bills its app as a customer experience platform.
They offer customers a variety of customer experience tools ranging from local listings, review management, customer surveys, ticketing, chat, insights, and benchmarking. BirdEye has fantastic features, but is their platform the best for your business?
As it turns out, BirdEye comes with some unpleasant downsides.
For starters, there’s the price; BirdEye’s listings and review product has a monthly fee of $349 ($3,588 annually) for their entry product and $449 ($4,788 annually). That’s for a single location! Customers report there are issues with onboarding and customer service, and billing.
Is it worth that for you?
|Customer Experience (CX)||Online Reviews Management (ORM)|
|Local Listings||Analytics and Benchmarking|
|Listings and Reviews||$349 per mo. ($299 per mo. paid annually)|
|+ Interactions||$449 per mo. ($399 per mo. paid annually)|
|+ Surveys + Ticketing + Insights + Benchmarks||Contact for Quote|
|Local Business Listings||Online Review management (ORM)|
|Live Web Chat||Customer Experience (CX)|
|Online Surveys||Ticketing Systems|
Moz needs no introduction.
If you’re an experienced SEO, you know their reputation precedes them. Rand Fishkin is an industry pioneer, and Moz is the company that grew out of Fishkin’s efforts. As the name suggests, Moz Local is focused primarily on local search listings.
Pros + Cons
Moz Local’s listings service is excellent but it’s not as fully featured as the other providers in our list. Here’s a brief demo showing how the Moz Local platform works.
|Local listings management|
|Online review management (ORM)|
|Basic - $129 per yr, per location|
|Plus - $199 per yr, per location|
|Complete- $299 per yr, per location|
|Location data management||Duplicate deletion|
|Deep Google and Facebook integration||Activity feeds and notification alerts|
|Social posting||Review monitoring and management|
|Aggregator submission||Directory submission|
|Real-time profile management|
Thryv, formerly DexYP, is a business-in-a-box solution for local businesses. They originally got their start selling phone books! In 2014 Thryv published 1,700 white and yellow page directories. Thryv struggled to make the transition from print to the web; in 2016, they filed for Chapter 11 Bankruptcy, their third bankruptcy in less than ten years.
They’ve developed strong partnerships with several large providers; they’re a Google Premier Partner, Yahoo Preferred Partner, an MSN Elite Bing Ads Partner with additional partnerships with Facebook, YP, Yext, EZLocal.com, and others.
Pros + Cons
Thryv has worked hard to turn things around. It seems like they’ve finally found a niche that works. They’re focused on making things easier for small business customers who need help to manage multiple portions of their business.
|Business management||Reputation management|
|Sales and online payments|
|Not provided publicly||$199 - $809 per mo. (rumored)|
|Sales and payments||Online presence|
|Customer communication||Document storage and sharing|
|Appointment booking||Social media management|
Vendasta is a white-label platform.
“Vendasta makes a white-label business-in-a-box platform for any company that provides advertising or marketing services to local businesses.”
This means agencies and resellers have access to digital marketing tools they can sell to their clients under their own brand. They’re used by large, well-known brands like Apartments.com, Yellow Pages, and EZ Local. They have more than 20,000 channel partners, and they serve more than two million small businesses.
They’re a jack of all trades kind of business, so they’re focused on a wide variety of products, each with their own set of features. Vendasta bills itself as:
“An all-in-one platform for marketing agencies, media groups, telcos, multi-location brands, technology platform providers, and financial companies looking for a one-stop-shop to sell and fulfill digital solutions for local businesses or quickly add new revenue streams while meeting their client’s needs.”
Pros + Cons
Vendasta provides agencies and resellers with resources needed to generate consistent recurring revenue. They’re a jack of all trades, so there’s a lot of opportunities available for agencies and resellers. The problem with their broad offering is the fact that none of their products drill deep into any particular specialty.
|Online review management (ORM)||Sales and CRM management|
|Service outsourcing||Website and hosting management|
|Free plan||$42 per mo. (no onboarding fee)|
|$299 per mo. + $250 onboarding fee||$499 per mo. + $500 onboarding fee|
|$999 per mo. + $1,000 onboarding fee|
|Online reviews and reputation management||B2B marketing automation|
|Listings management (multi-location)||Task manager|
|Social media management||PPC reporting|
|Website hosting||Client dashboard reporting|
|CRM and pipeline management||Automated sales intelligence tools|
Trustpilot is all about reviews.
Founded in 2007, Trustpilot got its start as a consumer review platform. The reviews on their platform receive 3 billion views per month, and they receive 1.2 million new customer reviews every month. Trustpilot is among the 1% most popular websites in the world (Alexa rank 386, February 2020).
If you have a high volume business — restaurants, hospitality, product, and SaaS – their platform is ideal. Use it as a viable option to attract more customers via their review program.
Pros + Cons
Trustpilot receives a significant amount of attention from consumers, yet it’s a platform many brands miss until they see customers reviewing their business on Trustpilot. Their product is designed entirely around their platform, so it’s a good idea to verify that it’s worth the trouble.
|Online review management (ORM)||Free account|
|$199 per mo., paid annually ($2,388)|
Synup bills itself as a “next generation customer acquisition platform.” They’re a location intelligence tool that helps brands with local marketing, discovery, and engagement. They serve 173,000 customers across a diverse mix of industries. Many ORM and CX providers choose a specialty to focus on, e.g., enterprise. Synup chooses to focus on three customer groups — SMBs, agencies, and the enterprise.
Pros + Cons
Synup provides brands with a stable platform they can use for their ORM and CX needs, but like other providers, they also have a white-labeled platform they make available to agencies. Agencies can resell Synup’s services at a price point they choose.
|Online review management (ORM)||$30 per mo., per location|
|Customer experience (CX)||Volume discounts available|
|Insights and analytics|
|Content||Issue tracking + customer feedback|
|Reputation||Managed services for Google|
Whether the focus is customer experience, review management, listings optimization, social listening, or all of the above, reputation matters. When it comes to reputation management software, there are plenty of alternatives to choose from. How do you decide what’s best for your business? You may focus on features, price, support, ease of use, or simply the fabric of the company culture. The important thing is to find what’s right for you.
If you’re looking for a reputation management platform, we recommend choosing the platform that’s obsessed with you, the customer. If they’re focused on your needs, they’ll provide you with the level of customization you need to ensure their platform is a fit for your business.
Whether you’re looking for local listings, review management, customer surveys, ticketing, chat, insights, or benchmarking — the platform needs to work for you.
We’ve done the digging for you, now you be the judge.