• by Ray Schultz , February 20, 2023

Reputation management firm Consumer Fusion has added a feature that it says will help brands build templates based on the top sentiment keywords in online reviews. 

The new offering, Smart Review Response, helps brands respond to reviews, and is especially useful to firms at the enterprise level with multiple locations nationwide, the company says.

Users can ensure that responses written by the tool are relevant by targeting specific keywords. 

A full 90% of consumers read responses to negative reviews, according to a recent survey  1,000 people, 

"On average it takes about 3 minutes to write a review response,” says Consumer Fusion CEO Brynn Gibbs.

However, the new technology helped one brand reply to 2,360 reviews in one month -- enabling the team to save 118 hours, Gibbs says.

"Online Reputation Management can be time-consuming and overwhelming for many businesses," says Brigitte Rubidoux, director of marketing and product for Consumer Fusion, 

Rubidoux adds: "Through the recent advancements in Artificial Intelligence, we are excited to continue finding ways to integrate that technology into our product to automate tasks and make life easier for our clients."