Online Review Management

Online Review Management

Introducing Reputation Management, With DigiDesk’s Advanced Online Review Management Solution

Introducing Reputation Management Through DigiDesk's Advanced Online Review Management Solution

Live Monitoring

Monitor customer reviews from a range of review sites, including Trust Pilot and Feefo. Track customer reviews in real-time with associated star rating and percentage of very good to very bad ratings, with a range of real-time alerts.

Review Engagement

Receive real-time alerts, based on specific criteria, and respond to customer reviews effectively through the platform. Set up workflow to auto reply to positive reviews and prioritise negative reviews for a quick individual response.

Text Analytics

Choose from a range of real-time widgets, such as word clouds, to highlight trending (positive and negative) keywords. Create and manage keyword tables, which match multiple keywords and phrases, to track specific topics.

Sentiment Analysis

Every customer review runs through our sentiment engine, checking for thousands of positive and negative keywords, to calculate an overall sentiment score for each review. Sentiment can be tracked in real-time widgets and reports.

Data Overview

Our online review management solution accesses raw customer review data from DigiDesk’s Data Overview. Users can filter by date, review type, score, sentiment, or even specific keywords. Any subset of data can be exported in CSV format.

On-Demand Reporting

A series of reports are available featuring key metrics, sentiment analysis and a range of text analytics. All reports can be viewed online, as PDF or CSV and can be scheduled to deliver your data on a daily, weekly or monthly basis.

Live Monitoring

Monitor customer reviews from a range of review sites, including Trust Pilot and Feefo. Track customer reviews in real-time with associated star rating and percentage of very good to very bad ratings, with a range of real-time alerts.

Review Engagement

Receive real-time alerts, based on specific criteria, and respond to customer reviews effectively through the platform. Set up workflow to auto reply to positive reviews and prioritise negative reviews for a quick individual response.

Text Analytics

Choose from a range of real-time widgets, such as word clouds, to highlight trending (positive and negative) keywords. Create and manage keyword tables, which match multiple keywords and phrases, to track specific topics.

Sentiment Analysis

Every customer review runs through our sentiment engine, checking for thousands of positive and negative keywords, to calculate an overall sentiment score for each review. Sentiment can be tracked in real-time widgets and reports.

Data Overview

Our online review management solution accesses raw customer review data from DigiDesk’s Data Overview. Users can filter by date, review type, score, sentiment, or even specific keywords. Any subset of data can be exported in CSV format.

On-Demand Reporting

A series of reports are available featuring key metrics, sentiment analysis and a range of text analytics. All reports can be viewed online, as PDF or CSV and can be scheduled to deliver your data on a daily, weekly or monthly basis.

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Multi-Channel Customer Satisfaction Surveys

Our CSAT surveys form part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our hosted contact centre. You can measure customer satisfaction across voice, email, chat, social media, web and SMS channels through a single platform. All customer scores and comments are delivered to a series of real-time wallboards, with advanced text analytics and sentiment analysis. Track individual agent performance and monitor key metrics like CSAT (Customer Satisfaction), NPS (Net Promoter Score) and CES (Customer Effort Score).

Multi-Channel Customer Satisfaction Surveys

Our CSAT surveys form part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our hosted contact centre. You can measure customer satisfaction across voice, email, chat, social media, web and SMS channels through a single platform. All customer scores and comments are delivered to a series of real-time wallboards, with advanced text analytics and sentiment analysis. Track individual agent performance and monitor key metrics like CSAT (Customer Satisfaction), NPS (Net Promoter Score) and CES (Customer Effort Score).

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DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.