First impressions are now made online. Do you know what people will find when they search for you?
Take Control of Your Online Brand
Reputation Management, our simple-to-use reputation management application, allows you to take control of your online presence. Monitor the web 24/7 for mentions of you or your business; request, manage, and respond to reviews; observe what competitors are doing; and much, much more.
Plans & Pricing
COMPARE PACKAGE FEATURES
Reputation Management Application
Setup & Training
Unlimited Email Review Requests
Editable Review Request Email & SMS Templates
4+ Star Review Follow-Up Automation
24/7 Monitoring of Review Sites, Social Account Activity, Mentions, and Competition
Monitor Team Member Social Activity
Widgets to Show or Receive Reviews on Your Website
Monitor Your Presence on Search Engines and Compare With Competitors
Configurable Notifications of Reviews & Mentions
Real-Time Reporting & Weekly Executive Report Email
Up to 200 SMS (Text) Message Review Requests per Month
Review Request Assistance
Review Response Assistance
Frequently Asked Questions
The reputation of a Mortgage Loan Officer is both what they say about themselves and what others say about them. Managing reputation is nothing new; what’s new is how the internet and social media have changed the way business professionals are being defined and how fast their reputations spread.
With over 33 million local reviews on Yelp alone, it’s clear that customers are sharing their opinions online. Eighty percent of consumers say they trust online reviews as much as personal referrals, so whether it’s a testimonial, a detailed article on someone’s blog, or an offhand comment on Twitter, people are now chatting 24/7—and Mortgage Loan Officers need to be paying attention.
Consumers often search online for the businesses and professionals they want to work with, whether that is to find someone new or reinforce a referral from someone they trust. What they find can make you stand out from competitors or reinforce the referral, making it easier for you to build rapport and develop a positive relationship, or it can make that more difficult or worse, cause you to lose the opportunity. To avoid losing sales, it’s important to continuously generate positive reviews publicly while managing negative reviews, preferably, in a less public manner.
There are a couple of different reasons. First, more than 73% of consumers say reviews written more than 3 months ago are less relevant than current reviews. Second, an influential aspect of Google's search algorithm takes into account the velocity of reviews (how often you receive them) in addition to the overall quantity of reviews received in calculating search rankings. Do you want to be found when a local consumer types "mortgage" into the search bar? Developing a consistent review strategy will certainly help.
By responding to online reviews you are thanking and acknowledging your customers for their feedback, just as you would if they were to compliment your business in person. A response to a negative review is for the benefit of anyone seeing that review, not just the reviewer. It shows you are aware of any issues customers may be experiencing, that you care about providing excellent service and creates a perception that you are continuously working to improve the experience for your customers.
During the setup process we will establish several review response templates. This ensures that we are on the same page with what a typical review response will look like. For example, a negative review response will express remorse and empathy for the situation ("Mr. Smith, I am very sorry that your experience did not meet your expectations...), reinforce your high standards ("We strive to provide the highest levels of customer service throughout what is generally the most complex transaction anyone will ever go through..."), and offer to take the conversation offline to discuss the specific issue.
Our review responses are never canned. They are tailored to the review content to increase their authenticity in the eyes of the reviewer and anyone who may see the review in the future.
Additionally, you can choose to receive our responses for prior approval before we publish them.
Remember, how quickly you respond to reviews is also important. If your subscription includes review responses by our team, we will provide 24 hours to make any edits or suggestions to the response. If we do not hear from you within this time frame, we will post the response on their behalf.
There is virtually no limit to how many reviews we will respond to. If the number of reviews pulled in is excessive, requiring extra resources, we will have a conversation. Certain review sites have daily response caps to which we must adhere, but all your incoming reviews will get posted.