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It is the process of using artificial intelligence to gather reviews, respond to them, listen and analyse customer sentiments, create content, and update business profiles, among many other things. AI reputation management has become a standard these days. Businesses are using it because it's much faster and consistent than the generic manual approach.
As a small business owner, using an AI review response tool isn't a future concept any more. It is necessary to smarten up and speed up your online reputation management processes.
People expect instant replies and quick resolutions. They check social media to see what you offer. They expect genuine conversations that go beyond promotional messages. They value personalized responses rather than generic robotic replies. They research about you thoroughly before making the first purchase.
Unfortunately, there is a significant gap between what people expect and what businesses are doing. That's what AI reputation management tools like Reppoo intend to solve.
In this article we will explain how AI is changing the game, what it does, what it can't do, and how you can use it even if you aren't a tech-savvy person. No jargon, no complex processes; it's a simple guide designed for Indian SMBs.
We agree with you; this whole reputation management game is repetitive, time-consuming. You want to win the game but you are too overwhelmed to do the same task every single day.
The three common issues you face when handling online reputation management manually are -
Response gaps are pretty common.
Say someone left a bad review about your restaurant at 2 PM when you are busy serving people. By evening, you forgot to reply or contact the customer for a solution. Three days later the review is still there, hundreds of people have already read it, and you still haven't replied.
What do you think they assume?
Let's look at this now -
And this -
The restaurant didn't respond to the negative feedback whereas it promptly thanked the positive responder. That could be because it didn't know how to reply.
People notice these things more than you think.
Honestly, handling such reviews manually is quite overwhelming, given that you could be getting 50-100 of them every month (or more depending on your business and location). You could miss them, may not have time to reply, and sometimes just don't know what to reply. It's natural.
Responding to reviews isn't enough. You are also expected to entertain your social media audience with a steady stream of promotional campaigns, memes, updates, and more. Otherwise, the search engine algorithms will forget your profile and so will your customers.
But, you can't really find time to be on social media when you have a business to run. Plus, sometimes you don't really know what to post. You can either use an agency and pay thousands of rupees or just leave it to luck.
Took a few days off but didn't update your availability online. Changed business hours during winter but didn't update your business timing. People came, saw your clinic or shop closed, and left annoyed.
The menu you have on your Google Business Profile has old pricing. The photos are old, there are no recent videos, people don't know what you are up to these days.
We all have faced such issues and we know how annoying it is.
The problem isn't lack of interest or intention; it is simply impossible to handle reputation management manually.
AI tools are faster and smarter alternatives to manual work. They can work on autopilot as per your instructions.
Every AI online reputation management tool has its own capacity but here's what most of them do -
Reppoo is an all-in-one tool that does more than these. It can help you run social media ads, conduct surveys, accept payments, manage chats, run referral programs, and handle multiple locations from a single dashboard. See how it works.
The key difference between Reppoo and a general reputation management tool is the context and personalisation.
Most tools use fixed templates that sound too robotic and often do not make sense. Whether it's a 5-star review or 2-star, the replies are more or less the same. Reppoo is different. It reads the reviews and comments, understands its context, and generates a response that is appropriate specifically for it. It acts like your social media assistant so you don't have to hire an agency for running ads or promotional campaigns.
It's the only tool you may need to handle your online presence.
Like every other thing, AI has its own limitations. You should understand its limits so you don't end up using it poorly.
A customer got an allergic reaction, your hotel room's AC wasn't working; these are sensitive issues. They need human judgement and empathy. AI generated replies won't be enough no matter how genuine they sound. You have to handle such complaints manually. AI tools can notify you of any reviews and messages that involve health, safety, legal issues, and financial liability. You have to jump in and take it forward as per your company policies.
Someone complained their order came three-days late, someone said the place wasn't clean and the staff was impolite. AI can't determine if that's true or not. And you mustn't train your app to apologize when you aren't wrong. Rather, train it to alert you about such comments. You have to manually verify the facts and then use AI to respond factually.
Have you heard of AI hallucinations? It invents things and information that don't exist. It can thank a customer for something he never purchased! Sometimes, it might use the wrong tone or detail. This doesn't mean AI is dangerous. Such cases are rare but they do happen. You need to use it as an assistant, not as a replacement.
Having said that, it can still do 80-90% of tasks. You still have to handle the critical ones that you can't rely on anyone, not even another human being.
AI can make reputation management faster and more efficient. But, you need to follow some rules so you use it correctly.
Usually, no. A well-trained AI tool will generate answers like a human being. But, don't trust it blindly. Crosscheck the drafts, customize it to respond as you would, and know when to take matters in your hands.
Yes, absolutely. Big companies often have the budget to hire a reputation management team or outsource it to an agency. If you don't have that budget, AI tools are your best bet. They are in fact best for small and medium businesses with limited budget and staff.
Reppoo is designed to be used by people who do not have a technical background. It doesn't need any coding and comes with a very short learning curve. Just decide what you want in plain language and it will do it. Plus, we are here to guide you always.
No. AI tools can't remove legitimate Google reviews or any other reviews. It can however notify you of such reviews in real-time so you can act quickly and respond appropriately so they do not do much damage.
The best way to remove such reviews is to address the issue and gently request the customer to change them. Again, do it gently because you don't want to annoy an already dissatisfied customer.
The only thing that can build your reputation is your service quality.
AI makes sure it's visible online. It helps you gather reviews, respond to them, run programs that get you more business, and maintain an active and accurate online presence. For small businesses on tight budgets and schedules, this is a lot.
Ready to get an AI online reputation management tool?
Most small and medium-size businesses don`t have a system for getting Google reviews. They assume reviews should come automatically, but days of goodwill are long gone. The passive traditional please leave us a review conversation at the billing counter has a very low success rate.
Read
You have 80 reviews on Google. Your competitors have 50 + 30 facebook reviews, 2k+ Instagram followers, 50+ Youtube videos, and hundreds of people commenting about them on multiple platforms. Who do you think your customers would trust?
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Social media ads have an average ROI of 53 i.e. for every 1 rupee you spend, you get 5 rupees (1). This is an exceptionally high return when you compare it to traditional newspaper or TV ads.A newspaper ad could cost you about INR 15,000 - 20,000 for local editions but there is zero targeting.
Read
It is the process of using artificial intelligence to gather reviews, respond to them, listen and analyse customer sentiments, create content, and update business profiles, among many other things. AI reputation management has become a standard these days. Businesses are using it because it`s much faster and consistent than the generic manual approach.
ReadMost small and medium-size businesses don`t have a system for getting Google reviews. They assume reviews should come automatically, but days of goodwill are long gone. The passive traditional please leave us a review conversation at the billing counter has a very low success rate.
ReadYou have 80 reviews on Google. Your competitors have 50 + 30 facebook reviews, 2k+ Instagram followers, 50+ Youtube videos, and hundreds of people commenting about them on multiple platforms. Who do you think your customers would trust?
ReadSocial media ads have an average ROI of 53 i.e. for every 1 rupee you spend, you get 5 rupees (1). This is an exceptionally high return when you compare it to traditional newspaper or TV ads.A newspaper ad could cost you about INR 15,000 - 20,000 for local editions but there is zero targeting.
ReadIt is the process of using artificial intelligence to gather reviews, respond to them, listen and analyse customer sentiments, create content, and update business profiles, among many other things. AI reputation management has become a standard these days. Businesses are using it because it`s much faster and consistent than the generic manual approach.
Read