Qualtrics Online Reputation Management (ORM) is a cloud-based solution that enables organizations to monitor, analyze, and respond to online reviews and social media feedback across multiple channels. The platform aggregates reviews and mentions from sources like Facebook, Google, and Brandwatch, providing real-time alerts and AI-driven sentiment analysis. Customizable dashboards and automated workflows empower teams to quickly address negative feedback, solicit positive reviews, and benchmark against competitors. ORM integrates seamlessly with other Qualtrics experience management tools, supporting a holistic approach to customer experience and brand reputation.

Key Features

Multi-Channel Review Aggregation Automatically collects reviews and social mentions from platforms such as Facebook, Google, Brandwatch, and ReviewTrackers.

• Centralizes feedback from multiple sources.
• Enables comprehensive monitoring of brand reputation.

AI-Driven Sentiment Analysis Uses advanced AI to analyze the tone and sentiment of customer feedback.

• Identifies trends and outlier reviews.
• Surfaces actionable insights for improvement.

Real-Time Alerts and Notifications Notifies teams instantly of new reviews or significant sentiment changes.

• Enables immediate response to critical feedback.
• Supports proactive reputation management.

Personalized AI Responses Generates AI-powered, context-aware responses to online reviews.

• Helps frontline managers address issues quickly and publicly.
• Restores customer trust and demonstrates responsiveness.

Customizable Dashboards and Reporting Provides intuitive, role-based dashboards for local and corporate teams.

• Visualizes trends, performance, and competitive benchmarks.
• Supports data-driven decision-making.

Integration with Qualtrics Suite and Third-Party Apps Seamlessly connects with other Qualtrics products and external platforms.

• Enables closed-loop feedback and workflow automation.
• Supports integration with CRM and operational systems.

Benefits

Enhanced Brand Reputation Proactively manages and improves online perception.

• Increases positive reviews and mitigates negative sentiment.
• Builds trust and loyalty with customers.

Operational Efficiency Streamlines review management and response processes.

• Reduces manual effort through automation and AI.
• Empowers local teams with actionable insights.

Holistic Customer Experience Management Connects online reputation data with broader customer experience initiatives.

• Enables end-to-end visibility across all feedback channels.
• Supports continuous improvement and competitive differentiation.