Chatmeter, the leader in reputation management and multi-location intelligence, announced the release of Pulse AI: Signals, enabling brands with critical customer and location insights in real time to grow their business – an industry first.

Multi-location businesses have traditionally used keyword-matching sentiment analysis and Net Promoter Score surveys to get a surface-level understanding of customers. Now, these businesses can type any question into Signals, which will analyze their reviews, social media and surveys to deliver the exact information needed, with the data to back it up, in real time.

“We’re in a new era for multi-location brands,” said John Mazur, CEO of Chatmeter. “Every brand is at risk of their next mention going viral and costing them millions in revenue before they’re even able to respond. Not anymore, thanks to Signals and its pioneering use of generative AI.”

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“Armed with Chatmeter’s insightful data, we’ve made swift and effective changes to elevate the guest experience,” said Richard Clarke, senior manager of loyalty and guest feedback at Northland Properties. “As a result, we’ve enjoyed future bookings, repeat stays, and greater guest loyalty. Chatmeter’s ability to close the loop on customer feedback and generate positive results is truly impressive.”

Chatmeter was one of the first reputation management platforms to bring advanced sentiment analysis to the market in 2017 and is now the first to use generative AI to empower multi-location businesses to:

• Quickly make better, more informed decisions from real customer feedback through generated reports that answer the mission-critical questions brands have about their customer experience, products, locations, and more.
• Gain an even deeper understanding of every customer’s experience and how specific locations are performing by using insights from specific regions, locations, providers, timeframes, and more, along with all of the customer reviews and data, to make informed decisions that drive real business impact.

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“While many companies use AI to automate basic tasks, Chatmeter is using multiple, best of breed large language models, including internal models trained on our own data, to deliver actionable insights in real time,” said Chatmeter CTO Dan Cunningham. “We have invested heavily in this technology because we believe that multi-location businesses need insights beyond what is delivered using general sentiment and search, and they need these insights in real time.”

Signals uses an advanced data pipeline to process reviews, social posts and surveys through multiple AI models, including custom-trained versions to deliver the insights multi-location businesses need on topics such as:

• Product feedback
• Customer satisfaction
• Facilities operations
• Critical business risks
• Customer and employee safety
• Regional strengths and weaknesses
• And many more….

Across a multi-location brand, thousands of reviews, social posts and surveys may be processed by Signals daily. With the data processed and stored using AI, businesses can ask questions of their data, and get detailed answers back, including insightful analysis, attributing data and downloadable reports.

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Signals is now available to Chatmeter customers with the Performance and Intelligence bundles. Additional Pulse AI features will be available later in 2024.

[To share your insights with us, please write to sghosh@martechseries.com]

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Leader in brand intelligence for multi-location brands adds AI review response and social media post-generating capabilities to empower businesses to connect with customers in real-time, at scale

Chatmeter, a leader in brand and reputation intelligence, announced its expanded suite of generative AI tools designed to empower brands to connect with customers faster and more personally than ever before. The new capabilities allow multi-location brands to dramatically decrease the time it takes to respond to customer reviews and draft engaging social media posts without losing the human touch.

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In a recent survey, Chatmeter conducted, over 89% of respondents viewed online reviews as an essential step in the process of making purchase decisions. Additionally, 58% of consumers said companies should acknowledge their comments and address their issues quickly.

To meet customer expectations, brands must not only be aware of the reviews being posted but also respond to them in near real-time. Chatmeter’s new AI capabilities were built to simplify and streamline that process for companies of all sizes, from 50 to 5,000+ locations. Since its February 2023 launch, Chatmeter customers have used the AI generator to facilitate review responses over 30,000 times.

“We recognize the power of real-time review response and social engagement and its impact on the customer experience,” explained Dan Cunningham, Chatmeter’s Chief Technology Officer. “By leveraging state-of-the-art AI technology, we are empowering businesses to deliver the personalized and dynamic experiences their customers expect.”

Multi-location brands can now, in a single click, access generative AI to instantly craft intelligent, relevant responses to customer reviews. This is a tremendous boon to businesses seeking consistency and authenticity in their customer engagement across every brick-and-mortar location.

In addition to reviews, Chatmeter clients can also leverage AI to generate social media content. Users can select the type of post (general post, product or service post, or event), add a short description, and the platform’s AI technology will generate a post optimized for Apple, Facebook, Twitter, LinkedIn, Instagram, or Google. The copy can then be edited and approved before publishing.

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“Our AI roadmap is designed to empower businesses to make smarter, data-driven decisions that will drive growth and deliver value to their customers,” said John Mazur, Chief Executive Officer of Chatmeter. “But what sets us apart is our unwavering commitment to innovation and disruption. We’re not content with simply following the status quo. We’re passionate about pushing boundaries and breaking down barriers. With AI as our driving force, we’re on a mission to revolutionize the way businesses engage with their customers and create lasting value.”

Chatmeter has long implemented AI-powered Natural Language Processing and machine learning technology to help companies manage their unstructured data and access the customer conversations that matter most to business success. Building on a legacy of leveraging modern tech, it has an aggressive road map to deliver multiple new generative AI features in 2023 and beyond – all in service of helping brands connect with their customers on a deeper level.

“Chatmeter’s generative AI functionality upgrades have greatly improved our customer engagement approach by allowing us to respond to reviews faster while maintaining a sophisticated, personal touch across over 260 apartment communities,” said Jad Dersham, Director of Digital Marketing and Reputation at RAM Partners, an award-winning, full-service real estate management firm. “We are thrilled with the results to date and eager to see how Chatmeter continues to use AI to enhance what we can do to deliver an awesome customer experience.”

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 [To share your insights with us, please write to sghosh@martechseries.com] 

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The Company promotes Sener to drive revenue growth and develop both Corporate and Go-to-Market Strategies

Chatmeter, the leader in reputation management and brand intelligence for multi-location enterprises, announced the promotion of Cynthia Sener from Chief Revenue Officer to President, Go-to-Market. In her new role, Sener will continue to oversee revenue growth and assume additional responsibility for the Company’s go-to-market strategy.

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Chatmeter today is poised for growth as market demand expands for technology that enables brand reputation intelligence and customer experience (CX) insights. As approximately 80-90% of customers’ conversations are captured as unstructured data, brands recognize the necessity of AI-powered solutions to help them surface Voice-of-the-Customer insights to eliminate their blind spots in real time. Chatmeter’s connected, all-in-one platform delivers ROI across the organization from marketing and digital teams to local managers and the C-suite. Supporting automated workflows for improved operating effectiveness, Chatmeter helps businesses to focus on delivering great customer experiences instead of having to manage myriad point solutions.

“Cynthia has been an incredible asset and driver of Chatmeter’s success for over five years. She is eminently qualified to take on this new role and lend her experience and expertise in helping to advance the platform, empower our customers and take the Company to its next level of success,” said Collin Holmes, Chatmeter Founder and CEO.

Sener brings decades of sales, marketing and strategy experience to this new role, including her years serving as Chatmeter’s Vice President of Marketing, Vice President of Sales and Marketing, and most recently as CRO. Before joining Chatmeter, she held a number of executive sales and marketing positions with growing responsibilities. Sener holds an MBA in Executive Management from the University of California, Irvine.

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“I am thrilled to continue to partner with this talented team as we cement Chatmeter’s leadership, drive growth and transform the modern CX landscape,” said Sener, President, Go-to-Market. “I believe Chatmeter’s technology is uniquely positioned to reveal new depths of customer intelligence and power positive consumer engagement for multi-location enterprises. I look forward to bringing new solutions to market in the coming months to help businesses compete during these uncertain yet exciting times.”

Powering success for thousands of the world’s best-loved brands, Chatmeter simplifies CX management, elevates brand reputation, and delivers unmatched brand intelligence for businesses at both the local and enterprise level.

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 [To share your insights with us, please write to sghosh@martechseries.com] 

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Chatmeter, a reputation management platform for multi-location brands offering data-driven solutions that deliver breakthrough customer experiences, announced that it completed the Service Organization Control (SOC) 2 audit. The voluntary audit was conducted by PKF Muller, a leading global professional services firm. The audit confirmed that Chatmeter’s information and data security policies, procedures, and operations meet the SOC 2 standards for security and availability.

In today’s world where cloud-based service providers proliferate, customers must trust that their data security is being expertly managed by the company and their outside third-party partners.

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Chatmeter’s SOC 2 audit provides an exhaustive review of how Chatmeter’s internal controls affect the security and availability of the systems it uses to process customer data. This independent validation of security controls is crucial for customers in highly regulated industries.

“Obtaining the SOC 2 Type 2 certification reinforces Chatmeter’s ongoing commitment to the security and availability of the Chatmeter platform,” said Collin Holmes, CEO of Chatmeter. “Our customers can feel confident that we are making every investment to establish and maintain the highest level of security and compliance.”

“Achieving the Soc 2 security designation was a lengthy and complex process.” Dan Cunningham, Chatmeter’s Chief Technology Officer said, “We are proud of achieving this important compliance standard and view it as a testament to our commitment to our customers and partners to ensure that their data is secure now and in the future.”

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[To share your insights with us, please write to sghosh@martechseries.com]

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Additions to financial, HR, and technology teams support growing demand for brands to manage their online presence

Chatmeter, the industry leader in the local search marketing and reputation management space, announced several key appointments to its leadership team including the new hires of Dan Cunningham, Chief Technology Officer; Nichole Peterson, Vice President of Finance; and Kathleen Titano, Director of People & Culture.

The new appointments highlight the company’s accelerated expansion among increased need for multi-location businesses to manage their local presence. Other recent news includes new improvements to Chatmeter’s Social Suite, with the addition of Google Posts, Instagram, and advanced social analytics tools to the platform.

“Chatmeter’s growth has continuously accelerated even throughout COVID-19. I’m confident that each of these new members, in addition to the extensive experience they bring, will help take the company to the next level,” said Collin Holmes, CEO of Chatmeter. “These newest appointments will allow us to further expand our footprint in the local search marketing and reputation management industry, as well as help brands optimize their online presence to reach consumers in this time of need.”

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The expanded Chatmeter leadership team includes the former co-founder of ReadyTalk, the former Corporate Controller of Verve and the former Director of Human Resources at Certona.

Dan Cunningham, Chief Technology Officer – Dan Cunningham is a passionate R&D leader with a 20-year track record of building high caliber software engineering organizations based on a culture of innovation, curiosity and a love of building great software and technology. Dan has held various leadership positions including the CTO and co-founder of ReadyTalk, a nationally acclaimed “Best Company to Work For”.  In his free time Dan contributes to various open source software projects focused on IoT and smart-home automation as well as spending time with his family in beautiful San Diego.  Dan earned his BS and MBA from the University of Colorado, Boulder.

Nichole Peterson, Vice President of Finance – Nichole Peterson is the Vice President of Finance at Chatmeter and brings 10 years of experience working with publicly traded companies, venture-backed operations and private-equity owned companies. Nichole has a proven track record of successful accounting systems implementations, process improvement initiatives and project management to support company growth targets. Prior to Chatmeter, Nichole was the Corporate Controller at Mapp Digital, a role she also previously held at Verve. Nichole graduated from Northern Arizona University with a Bachelor’s of Science in Accounting (with Honors). Outside of the finance world, Nichole is a self-proclaimed travel addict and enjoys spending time at the beach and hiking with her family.

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Kathleen Titano, Director of People & Culture –  Kathleen Titano is the Director of People and Culture at Chatmeter. She brings over 18 years of experience in Human Resources. Kathleen’s most recent in-house role was at Certona, where she led the Human Resources function from early stage through the company’s successful acquisition by Kibo. In addition, Kathleen has extensive experience in talent acquisition, employee engagement, and performance programs, serving as a Human Resources consultant to leadership teams in biotech and finance. She holds Senior Human Resources certifications from both HRCI and SHRM and has a Business Administration degree from Dominican University where she graduated with honors.  In her spare time she loves to travel and explore the local food scene.

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Chatmeter’s Social Suite Allows Enterprise Businesses and Agencies to Manage and Engage Locally Through Social Media on a National Scale

Chatmeter, the leader in local search marketing and reputation management, announces its new social analytics measuring tools including Google Post publishing for multi-location businesses, deeper integration with Instagram, and customizable reporting to Chatmeter’s local brand management platform, LocationHQ. These new features will help enterprise businesses and marketing agencies measure campaign success and return on investment.

“Scheduling and publishing content to Instagram directly through Chatmeter’s LocationHQ platform has been one of the biggest requests from our customers,” said Sridhar Nagarajan, VP of Product, Chatmeter. “Now social media marketers can manage Instagram, publish Google Posts at scale, and understand key social engagement metrics and trends across their entire organization. LocationHQ is designed for enterprise businesses to efficiently manage locations, bulk publishing to top social networks, and streamline through unlimited users and workflows.”

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Google Posts for Enterprise Businesses

Google has recently opened access to multi-location businesses allowing them to utilize the Google Posts functionality at scale for COVID-19 posts. Chatmeter’s customers will be able to create, schedule and publish Google Posts to their business listings from the LocationHQ platform. This new functionality comes at a critical time when customers are seeking accurate and up-to-date business information from businesses and organizations can use these posts to provide valuable information on COVID-19 policies and location changes.

Instagram Integration

Through the Instagram API integration, Chatmeter customers will now be able to schedule and post photo content directly from LocationHQ. This update allows brands to seamlessly publish and engage with content across all major social networks including Instagram, Facebook, Twitter, and Google through a single, centralized marketing platform.

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Advanced Social Analytics

Chatmeter’s upgraded social analytics consists of 3 new reports and additional social components to Chatmeter’s Analytics Studio, a completely customizable and comprehensive reporting system.

The Social Summary reports on engagement metrics on posts, followers, reactions, comments, and clicks.

The Top Performing Posts report identifies your brand’s most successful content helping social media marketers quickly identify what type of content and post times are resonating most with their audience.

The Provider Breakdown gathers information across all social pages and locations tracking trends in engagement over time.

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To Fight Fakes News and Fake Reviews, Marketers Should Aim to Provide the Best Experience Possible Helps Drive Customer Loyalty, Which Prompts Customers to Generate Even More Reviews

Customers and marketers are riddled with a common challenge — how to identify fake news and fake reviews online. According to a recent article by MIT Technology Review, MIT Media Lab researchers found out that fake news about all kinds of topics spread faster than those that are accurate. Especially, false political news!

Recently, BBC investigation discovered fake five-star reviews are being bought and sold for leading platforms like Amazon and TrustPilot, the efficacy of “zero-tolerance policies” is more questionable than ever. Collin Holmes, CEO of online review management tech Chatmeter, recommends that businesses should start taking a stance against purchased reviews and ‘review-gating’ (when a company encourages/incentivizes positive reviews while burying negative).

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How does the Fake News market survive in a highly open publisher marketplace?

Fake news survives because it’s typically sensational so it drives clicks. But we really see this as fake content, not just news, it’s been around a long time. We are just suddenly aware of it because it has a name. The reality is that this is about content. If there is a high volume of fake content – it outweighs real content unless you increase the volume and make it a priority. The best way to combat this is through truth and honesty in your own content.

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Start sharing lots of valuable content about your brand –  in your social media posts, in consumer reviews and your responses.  Search Engines are looking for relevant content and consumers want to work with transparent brands. So get engaged and be diligent. Content should be truthful, open, relevant, and respond to stories that may create fake content.

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How big is the Fake review market? Does the B2B tech market also suffer from the malice?

While there are plenty of headlines and even some lawsuits around fake reviews, they’re not as much of an epidemic as many marketers think. The majority (53%) of consumers rarely or never see a fake review. Before marketers take a sigh of relief, the research found that while fake reviews aren’t top of mind, real reviews are more important than ever.

With 80.7% of today’s consumers using online reviews to influence their purchase decisions, a B2B tech brand’s online presence must be up to par with customer expectations in search, on social media, and within individual reviews.

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What are the challenges facing Online Marketing review platforms? How can Chatmeter help these platforms against fake review posting?

It’s becoming harder than ever to win over today’s digital shopper. Often times, they’ve stopped listening to your marketing messages and instead depend on their peers for recommendations through word of mouth. It all boils down to the common trust that’s been established between shoppers, which in turn poses an opportunity for review platforms. A positive online reputation in local search sites and social platforms elevates a brand’s reputation.

Providing the best experience possible helps drive customer loyalty, which prompts customers to generate even more reviews. In order to compensate for certain fake reviews, Chatmeter launched Pulse, a sentiment analysis engine that helps businesses understand first-hand what their customers are experiencing so they can make actionable decisions on where and how to improve.

By becoming familiar with the needs and wants of your customers, loyalty and trust in the brand itself will naturally increase.

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How can review sites go beyond zero tolerance of fake reviews & start taking a stance against purchased reviews/ ‘review-gating’?

Simply having a zero tolerance of fake reviews is not enough to trump the presence of fake reviews.  It is the industry’s responsibility to go beyond zero tolerance and take a stance against purchased reviews and ‘review-gating’, which is when a company encourages or incentivizes positive reviews while burying negative ones.

As an industry, we must stress the importance of review sites, not as a way to simply identifying fake reviews, but also to ensure they do not impact the quality of local search results and rankings.

What measures can marketing teams take to improve beyond zero tolerance effort?

Marketing teams should begin to utilize new technologies to go beyond the zero tolerance effort, including the implementation of artificial intelligence and machine learning. With the increasing accuracy of AI, sentiment analysis tech, and machine learning, these technologies can join in with tech leaders in acting against a fake review, through capturing these reviews more quickly and accurately than a human could.

We anticipate the end of fake reviews to be closer than ever, with the joint forces of these new technologies and marketing teams acting together to go beyond a zero tolerance effort.

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Tell us about the impact of AI, sentiment analysis tech & machine learning on fake content.

As mentioned, the impact of AI, sentiment analysis tech, and machine learning have a crucial impact on capturing fake content. Pulse is Chatmeter’s AI tool that allows us to speak to the role AI can play in identifying fake content automatically. With this tool, as well as others in the industry, artificial intelligence is utilized in capturing concerning fake reviews more proactively so that marketers and brands can rest assured that they have insight into everything that is being said, whether fake or true.

How can tech leaders and review platforms work together against Fake News malice?

Tech leaders in the industry have a responsibility to maintain the reputation of their company’s brand, and utilizing a review platform, such as Google Reviews, Yelp, or Facebook, is essential in trumping fake news. A surface level understanding of these platforms is unfortunately not enough when tackling fake reviews; tech players must have an in-depth knowledge of review platforms and an understanding of their algorithms in order to tackle fake content properly. Partnering with platforms to monitor, identify and flag malicious or fake content can provide brands with the visibility and actionable insight to resolve the threats being made to their brand’s reputation.

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How do you work with Data Science and AI/ML to improve Content Advertising campaigns?

Chatmeter AI technology helps bring awareness of consumer reviews (i.e. Yelp, Google Reviews, etc.) and action to brands looking to improve marketing campaigns.

For example, Chatmeter provides insights down to the location level. Most social tools provide sentiment analysis across the entire brand. Chatmeter’s ability to geotag content locally, allows operators to know what specific issues are occurring at each location/region, without reading hundreds of reviews. Also, these AI technologies provide improved sentiment accuracy. Typical sentiment accuracy is around 70-80%, however, Chatmeter’s updated technology able to detect sentiment accuracy is scoring between 80-90% accuracy.

We also apply machine learning from ongoing data collected to improve accuracy over time and the engine itself gets smarter. Another benefit is seen through enhanced industry accuracy. Most sentiment algorithms are either open source or built for social across mentions on all brands and all industries. Chatmeter’s built in-house technology is optimized based on each industry we serve.

By doing this, we have greater accuracy for word variations based on industries. For example, “cold” for Hotels would be negative, like a cold shower, but “cold” for Restaurants would be good, such as a “cold” beer.

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• About Collin
• About Chatmeter

About Collin

Resourceful, goal-oriented product manager with proven performance in product development from concept to launch; including market analysis, requirements gathering, marketing/promotions, and product introduction. Collin is a creative individual with technical training and solid communication skills who has contributed significantly to several fast-paced and growing organizations.

About Chatmeter

Chatmeter helps enterprise retail brands and agencies managing multiple locations increase their revenue. Since being the first Local Reputation platform in 2009, we now analyze and improve over 1,000,000 storefronts for their reviews, rankings, and listings.

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