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      Reputation Management

      Elevate Your Online Presence with Our Advanced Review System

      What is Reputation Management? 

      Reputation Management is a powerful feature designed to help you enhance your online presence by effectively managing client reviews and feedback. This tool allows you to generate more Google Reviews, maintain a strong Net Promoter Score (NPS) foundation, and showcase positive testimonials on your website.


      Reputation Management is included in select Forge Premium packages and is also available as an add-on feature.

      How Reputation Management Works

      Reputation Management provides a comprehensive dashboard where you can manage reviews, run campaigns, and monitor your NPS. Here’s a detailed look at what you can do:

      Dashboard Overview

      Dashboard Overview


      The Reputation Management dashboard offers a range of functionalities accessible from the left sidebar menu:

      • NPS: Monitor your Net Promoter Score.
      • Setup Checklist: Guides you through setting up the feature.
      • Customer Campaigns: Activate and manage review generation campaigns.
      • Recent Activity: View all recent messages sent.
      • Respond to Survey Feedback: Follow up with clients who filled out surveys.
      • Review Testimonials: Publish client testimonials on your website.

      Getting Started with Reputation Management

      Setup Checklist

      The Setup Checklist walks you through the initial setup process:

      1. Online Training: Understand how the product works.
      2. Upload Contacts: Manually upload your contacts using the CSV upload function.
      3. Configure Landing Page Settings: Ensure all settings are filled out.
      4. Activate NPS Survey: Send NPS surveys to your contacts every 180 days.

      Customer Campaigns

      Customer Campaigns are exclusive to Reputation Management.

      Four types of campaigns can be activated to maximize the feature’s benefits:

      • Positive Review Message: Automatically thank customers who give a score of 9 or better.
      • Passive Review Message: Confirm receipt of reviews with a score of 7-8.
      • Concerned Review Message: Check in with customers who give a score of 6 or lower.
      • Post-Survey Online Review Request: Send a message to your happiest customers a few days after they give a high rating, asking them to leave a review on Google.

      Managing Reviews and Feedback

      • Recent Activity: View all recent messages sent to clients, helping you keep track of your review requests and feedback.
      • Respond to Survey Feedback: Easily follow up with clients who have filled out surveys, ensuring timely responses and engagement.
      • Review Testimonials: Manage and publish client testimonials on your website, showcasing positive feedback to potential clients.
      • Alerts: If the NPS campaign is activated, an internal email will notify you when someone leaves a review.

      Contacts Management 

      The Contacts page is your central hub for managing your client list efficiently:

      • Add Contacts: You can manually add contacts or perform a bulk import using a CSV file. 
        • Overwrite Existing Information: If new information is uploaded in a CSV and the email matches an existing contact, the new information will overwrite the contact's original details every time. For example, if a new CSV is uploaded and the phone number is blank for bob@email.com, Bob's original phone number will be removed from his Contact file.
      • Contact Details: View and edit contact information, ratings, and testimonials.

      Contact Filters: You can filter contacts based on whether they have provided a rating or not. Additionally, you can filter based on whether they are Promoters, Passives, or Detractors.

      Configuring Landing Page Settings

      Ensure your landing page settings are correctly configured:

      • Profile and Company Information: Fill out necessary details like agency name, phone number, and logo.
      • Email Settings: Customize email themes, colors, and signatures.
      • NPS Configurations: Set up your NPS survey settings.

      Enable Browser Notifications (Optional)

      Managers-level users can opt-in manually by heading to the gear icon in the AR workspace, clicking “All Settings” > My Profile > Notifications. From here, they can toggle which of the two notification types they would like to have enabled.

       

      Reputation Management is an essential tool for insurance agencies looking to enhance their online presence. By effectively managing reviews and feedback, you can build a stronger relationship with your clients and attract new ones through positive testimonials. Set up your Reputation Management feature today and start elevating your agency’s reputation.