What is it?
Reputation Management > Insights, surfaces important data from your clients’ online reviews. This new page features the top trending keywords found in customer reviews and assigns a sentiment score from -1 (extremely negative) to +1 (extremely positive). You can also see what words are used to describe keywords, such as 'friendly' or 'fast' used to describe the keyword, 'staff' and the sentiment of those words. A timeline show how the sentiment of those keywords have trended over time and whether the frequency of those words have trended up or down. Click on a keyword or descriptive word to see the reviews the word appears in.
When will it be available?
This new feature will be available to Early Access Partners on December 9th, 2019. It will be released to General Availability on December 18th, 2019.
Why is it important?
It is important to know how people are experiencing your clients' businesses. Online reviews are a critical source for customer feedback, however analyzing reviews at scale can be impossible. Using a tool to analyze important aspects of a business can lead to deeper understanding of customer needs and allow the business to make smart decisions based on data.
How does it work?
Go to Reputation Management > Manage Reviews > Insights.
Here you will be able to explore and analyze:
- The top Trending Keywords that are used by your clients’ customers in their online reviews
- The top Descriptive Words that are used to describe the Trending Keywords
- An analysis of the sentiment of the Trending Keywords and the Descriptive Words
- The number of mentions of the Trending Keywords and if the mentions are increasing or decreasing and if the sentiment is becoming more positive or more negative
- A time graph shows how often a keyword has been used over a period of time displayed with the corresponding sentiment for that date
- Click on a Trending Keyword to see:
- The number of reviews it appears in
- The number of times it has been mentioned overall
- The words used to describe it and sentiment analysis of those words
- Click on a Descriptive Word to see:
- All the reviews that word has been mentioned in
- Hover over the line in the graph to view the sentiment and number of mentions for a specific date
In Multi-Location Business Center:
Go to Reputation > Insights
Here you will have the ability to explore and analyze Trending Keywords and Descriptive Words the same way as listed above in the directions for single location.
Who gets it?
All Partners with Reputation Management Pro, Reputation Management Express, and in Multi-Location Business Center.