Here's what most "review management software" guides won't tell you: half the platforms they recommend don't actually help you get more reviews. They just help you monitor the ones you're already getting.
That's the dirty secret of this industry. Companies pay $200/month for tools that track reviews across platforms, send you email alerts, and let you respond from a dashboard. Useful? Sure. Worth the price when you're only getting 3 reviews a month? Probably not.
The real question isn't "which review management software is best?" It's "what problem am I actually trying to solve?"
Because there are two very different problems:
- Getting reviews (the hard part most businesses struggle with)
- Managing existing reviews (organizing, responding, displaying them)
Most software focuses on #2 while charging enterprise prices. Meanwhile, your actual problem is #1—you need more reviews in the first place.
This guide breaks down what you actually need, what the top platforms do (and don't do), and how to choose without getting sold features you'll never use.
What You'll Learn
- The 3 types of review software and which one solves your actual problem
- Pricing reality: Why most platforms cost $110-500/month and what you get for it
- Review collection vs. review management: The critical difference vendors won't explain
- Platform breakdown: Birdeye, Podium, Yotpo, BrightLocal, and alternatives compared
- What you actually need based on business size and review volume
- Red flags to avoid: Review gating, fake review generators, and compliance risks
Understanding the 3 Types of Review Software
Before we compare platforms, you need to understand what type of software you're actually looking at. Vendors love to blur these lines, but they solve different problems.
Type 1: Review Collection Tools
What they do: Help you get more reviews by automating requests, reducing friction, and making it stupid-easy for customers to leave feedback.
Best for: Businesses that need more review volume. If you're getting fewer than 10 reviews per month, this is your priority.
Key features:
- Automated review requests via SMS/email
- Simple feedback forms (often with AI assistance)
- Direct links to Google/Facebook review pages
- Follow-up reminders
- Multi-channel request options
Examples: Spokk, Podium (messaging-focused), NiceJob
Price range: $29-200/month
The reality: This is where you get ROI if your problem is volume. 73% of consumers only trust reviews less than 30 days old, which means you need a consistent flow of fresh reviews. Collection tools solve that.
Type 2: Review Management Platforms
What they do: Centralize reviews from multiple platforms (Google, Yelp, Facebook, etc.) into one dashboard. Monitor, respond, analyze.
Best for: Businesses already getting decent review volume (20+ reviews/month) who need to stay organized across platforms.
Key features:
- Multi-platform monitoring
- Centralized response system
- Sentiment analysis
- Review analytics and reporting
- Team collaboration tools
- Review widgets for websites
Examples: Birdeye, ReviewTrackers, Grade.us, Reputation.com
Price range: $110-500+/month
The reality: These platforms are powerful, but they assume you're already getting reviews. They won't magically increase your review volume—they just organize what you have.
Type 3: Reputation Management Suites
What they do: Everything. Review monitoring, social media management, competitive analysis, SEO tools, business listings management, customer experience analytics.
Best for: Multi-location enterprises with dedicated marketing teams and budgets to match.
Key features:
- Everything from Type 1 and Type 2
- Social media listening
- Competitive benchmarking
- Business listings management
- Customer experience surveys
- Advanced analytics and reporting
Examples: Yotpo, Sprinklr, BrightLocal, Chatmeter
Price range: $300-2,000+/month (often custom pricing)
The reality: These are overkill for 95% of small businesses. Unless you're managing 10+ locations or have enterprise needs, you're paying for features you'll never touch.
The Critical Question: Collection vs. Management
Most review software guides skip this part because it's not sexy. But here's the truth: 92% of users will only visit businesses with 4+ star ratings (ExplodingTopics, 2025).
Your star rating matters, but only if you have enough reviews for people to trust it. A 5.0 rating with 3 reviews looks suspicious. A 4.7 rating with 47 reviews builds credibility.
The math is simple:
- Fewer than 20 reviews total? You need collection tools.
- 20-100 reviews? You need collection + basic management.
- 100+ reviews? Management platforms start making sense.
- Multiple locations? You need both, probably enterprise-grade.
Why This Matters for Pricing
Review collection tools cost $29-200/month because they solve one focused problem: getting customers to leave reviews.
Review management platforms cost $110-500/month because they solve organizational problems: tracking reviews across platforms, coordinating responses, analyzing sentiment.
If you're paying for management features but not getting enough reviews to manage, you're wasting money on the wrong problem.
Platform Breakdown: What You Actually Get
Let's break down the major players and what they actually deliver. Prices are as of 2025 and based on small business plans (1-3 locations).
Spokk
Type: Review collection platform Starting price: Free forever (paid plans from $29/year with annual billing) Best for: Small businesses that need to get more Google reviews without complexity
What it does well:
- AI-powered review generation from customer feedback (voice or text)
- Automated review requests via SMS, email, or integrations
- Simple setup—up and running in 5 minutes
- Staff performance tracking included
- No review management bloat—focused on collection
Free plan: Unlimited feedback collection, 15 AI-generated review drafts per month
Paid plans ($29-99/year): Unlimited AI-generated review drafts—the key to scaling review generation. Turn every piece of feedback into a polished, ready-to-post review at unlimited scale. This is where the ROI happens.
What it doesn't do:
- Multi-platform review monitoring (Google-focused)
- Social media management
- Yelp/Facebook review imports
- Competitive analysis
The verdict: If your problem is "we need more Google reviews," Spokk removes every friction point that stops customers from reviewing. The free plan lets you test the system. Paid plans ($29-99/year) unlock unlimited AI review generation—meaning every customer who provides feedback can instantly get a polished review draft to post. At a fraction of competitor prices, this is the most cost-effective way to scale review collection. Learn more about how it works.
Link: Spokk.io
Birdeye
Type: Reputation management suite Starting price: ~$299/month (often requires annual contract) Best for: Multi-location businesses with marketing teams
What it does well:
- All-in-one platform (reviews, messaging, surveys, social media)
- Strong automation for review requests
- Robust analytics and reporting
- Works across Google, Facebook, Yelp, and 150+ sites
What users complain about:
- Interface can be overwhelming and unintuitive (G2 reviews)
- Expensive for single-location businesses
- Features feel half-baked in some areas
- Steep learning curve
The verdict: Powerful but pricey. If you need everything in one place and have the budget, it delivers. If you're a single location or small business, you're paying for features you won't use.
Link: Birdeye.com
Podium
Type: Messaging platform with review collection Starting price: ~$289/month Best for: Businesses that rely heavily on texting customers
What it does well:
- SMS-first approach (98% open rates)
- Seamless text-to-review flow
- Mobile-optimized interface
- Payment collection via text
- Works well for service businesses
What users complain about:
- Limited review analytics compared to competitors
- Per-message pricing can add up fast
- Less useful if customers don't prefer texting
- Missing advanced reputation features
The verdict: Excellent if your customers are already texting you. Less valuable if you need deep review analytics or multi-channel options.
Link: Podium.com
Yotpo
Type: E-commerce review platform Starting price: Free tier available; paid plans start ~$79/month Best for: E-commerce stores, especially on Shopify
What it does well:
- Deep e-commerce integrations (Shopify, WooCommerce, etc.)
- Product review collection with photos/videos
- Review syndication to Google Shopping
- UGC marketing tools
- Loyalty program integration
What users complain about:
- Not designed for local/service businesses
- Email-focused (misses SMS opportunity)
- Customer support can be slow
- Pricing gets expensive as you scale
The verdict: If you run an online store, Yotpo makes sense. If you're a local service business (dentist, plumber, salon), it's not built for you.
Link: Yotpo.com
BrightLocal
Type: Local SEO + review management Starting price: ~$35/month (limited features); full plans ~$79-199/month Best for: Agencies and businesses focused on local SEO
What it does well:
- Strong local SEO tools (citation tracking, rank monitoring)
- Competitive analysis features
- Review monitoring across platforms
- White-label options for agencies
- Affordable entry-level plans
What users complain about:
- Interface feels dated
- Limited review generation tools
- Mobile experience is clunky
- Customer support is email-only
The verdict: Great value if you care about local SEO and want review monitoring as part of that. Not ideal if review generation is your main goal.
Link: BrightLocal.com
ReviewTrackers
Type: Review management platform Starting price: Custom pricing (typically $110-300/month) Best for: Businesses with existing review volume needing organization
What it does well:
- Clean, intuitive dashboard
- Monitors 100+ review sites
- AI-powered sentiment analysis
- Competitive benchmarking
- Team collaboration features
What users complain about:
- Doesn't focus on review generation
- Custom pricing means negotiations
- Better for multi-location businesses
- Can be slow to load with large datasets
The verdict: Excellent for managing existing reviews. Won't help much if you're trying to get more.
Link: ReviewTrackers.com
Grade.us
Type: Review collection + basic management Starting price: ~$95/month Best for: Service businesses wanting simple automation
What it does well:
- Automated email and SMS review requests
- Funnels negative feedback privately
- Review monitoring for Google, Facebook, Yelp
- Simple, user-friendly interface
- Includes review widgets
What users complain about:
- Limited customization options
- Fewer integration options than competitors
- Analytics are basic
- SMS costs extra
The verdict: Solid middle-ground option. Not as feature-rich as Birdeye, not as focused as Spokk. Good for businesses wanting simple automation.
Link: Grade.us
Feature Breakdown: What Actually Matters
Let's cut through the marketing jargon and look at what features actually drive results.
Features That Drive Review Volume (High ROI)
1. SMS review requests
Why it matters: 98% open rate vs. 20% for email. 45% response rate vs. 6% for email.
What to look for: Automated triggers, personalized messages, direct review links
2. Friction-free review submission
Why it matters: Every extra step loses 20-30% of customers. The easier it is, the more reviews you get.
What to look for: Voice-to-text options, AI-assisted writing, direct Google links, mobile-optimized flows
3. Automated timing
Why it matters: Reviews requested within 24 hours get 40-60% higher response rates than requests sent 3+ days later.
What to look for: Automated triggers based on purchase/service completion, integration with your POS/CRM
4. Multi-channel requests
Why it matters: Different customers prefer different channels. SMS + email + in-person = 2x more reviews than single-channel.
What to look for: SMS, email, QR codes, embeddable widgets, social media integration
Features That Organize Reviews (Medium ROI)
5. Multi-platform monitoring
Why it matters: Customers leave reviews on Google, Facebook, Yelp, industry sites. Monitoring them all manually is a nightmare.
What to look for: Centralized dashboard, real-time alerts, platform coverage (especially the ones that matter for your industry)
6. Response management
Why it matters: 88% of consumers would use a business that replies to all reviews.
What to look for: Centralized inbox, response templates, AI-suggested responses, team assignment
7. Review analytics
Why it matters: Trend analysis helps you spot issues before they spiral. Positive trend analysis shows what's working.
What to look for: Sentiment analysis, keyword tracking, rating trends over time, location comparisons
Features That Are Nice to Have (Low ROI for Most)
8. Social media management
Unless you're a consumer brand with heavy social presence, you probably don't need review software to manage social media.
9. Competitive benchmarking
Interesting data, rarely actionable for small businesses.
10. Business listings management
Useful, but specialized tools like Moz Local do this better and cheaper.
11. Customer surveys
Helpful for larger businesses with dedicated CX teams. Overkill for most.
Pricing Reality: What You'll Actually Pay
Let's talk real numbers. Software companies love to advertise "$99/month" then hit you with:
- Setup fees ($200-500)
- Per-location fees (+$50-100/location)
- SMS message fees ($0.02-0.05/message)
- Advanced feature add-ons (+$50-200/month)
- Annual contracts (pay 12 months upfront or higher monthly rate)
Here's what you'll actually pay for 1-3 locations:
Budget Tier (Free - $99/year)
Who it's for: Single-location businesses, startups, businesses with fewer than 20 reviews
What you get:
- Automated review requests
- AI-generated review drafts (limited on free plans, unlimited on paid)
- Basic monitoring (Google, Facebook, maybe Yelp)
- Simple response tools
- Basic analytics
Examples: Spokk (Free with 15 AI reviews/month, or $29-99/year for unlimited AI review generation), BrightLocal basic plan ($35-79/month), some white-label tools
Mid-Tier ($100-300/month)
Who it's for: Established single-location or 2-3 location businesses getting 20+ reviews/month
What you get:
- Everything from budget tier
- More platforms monitored
- Better analytics and reporting
- Team collaboration features
- More automation options
- Some advanced features (sentiment analysis, competitive tracking)
Examples: Grade.us ($95-150), ReviewTrackers ($110-250), Podium ($150-289)
Enterprise Tier ($300-2,000+/month)
Who it's for: Multi-location businesses (5+ locations), franchises, agencies managing clients
What you get:
- Everything from mid-tier
- Unlimited locations (or high limits)
- White-label options
- Advanced analytics
- Dedicated support
- Custom integrations
- API access
- Social media management
Examples: Birdeye ($299+), Reputation.com ($500+), Yotpo enterprise, Sprinklr Social ($199/seat+)
Hidden Costs to Watch For
-
SMS messages: Many platforms charge $0.02-0.05 per SMS after your included limit. Send 500 SMS requests/month? That's $10-25 extra.
-
Setup fees: Some platforms charge $200-500 for "onboarding." Ask upfront.
-
Per-location pricing: Advertised price is usually for 1 location. Add locations and costs multiply fast.
-
Annual contracts: Monthly pricing often requires 12-month commitment. Want to pay monthly? Add 20-40%.
-
Feature gates: Basic plan looks cheap until you realize sentiment analysis, API access, or integrations require an upgrade.
How to Choose: Decision Framework
Stop reading reviews and comparing features. Answer these questions:
Question 1: How many total reviews do you have right now?
Fewer than 20 total reviews? → You need collection tools. Management platforms are premature. → Recommendation: Spokk (start free, upgrade to $29-99/year for unlimited AI review generation), NiceJob, or Podium (if SMS-heavy)
20-100 total reviews? → You need collection + basic management. → Recommendation: Grade.us, BrightLocal, or Spokk paid plans ($29-99/year for unlimited AI review drafts) + free monitoring tools
100+ reviews? → Management platforms start making sense. → Recommendation: ReviewTrackers, Birdeye (if budget allows)
Multiple locations with 50+ reviews each? → You need enterprise-grade tools. → Recommendation: Birdeye, Reputation.com, Chatmeter
Question 2: What's your monthly review goal?
If you want 5-10 new reviews/month: Basic collection tools work fine.
If you want 20-50 new reviews/month: You need automation + multi-channel requests.
If you want 50+ new reviews/month: You need enterprise tools or multi-location capabilities.
Question 3: What's your realistic budget?
Under $100/year: Spokk paid plans ($29-99/year for unlimited AI-generated review drafts—the most cost-effective way to scale reviews), BrightLocal basic, or DIY with free tools
$100-300/month: Grade.us, ReviewTrackers, BrightLocal full plans
$300-500/month: Birdeye, Podium, mid-tier enterprise tools
$500+/month: Full enterprise suites for multi-location needs
Question 4: What's your actual problem?
"We don't get enough reviews" → Collection tools. Period. → Best bet: Spokk ($29-99/year for unlimited AI review drafts), Podium, NiceJob
"We get reviews but they're scattered across platforms" → Management tools. → Best bet: ReviewTrackers, BrightLocal, Birdeye
"We need to monitor competitors and track reputation trends" → Enterprise suites. → Best bet: Birdeye, Reputation.com, BrightLocal advanced
"We're an e-commerce store and need product reviews" → E-commerce-specific tools. → Best bet: Yotpo, Stamped.io, Loox
Red Flags to Avoid
Not all review software is created equal. Some will hurt your business. Watch for these red flags:
🚩 Review Gating
What it is: Software that pre-qualifies customers before asking for reviews. "Rate your experience 1-5. If 4-5, we'll ask for a Google review. If 1-3, we'll just collect private feedback."
Why it's bad: Google explicitly prohibits this. You risk getting your Google Business Profile suspended.
How to spot it: If the software advertises "only get positive reviews on Google," run away.
🚩 Fake Review Generators
What it is: AI tools that claim to "write reviews for you" or "generate reviews based on your business."
Why it's bad: The FTC banned fake reviews in August 2024. Fines up to $51,744 per violation.
How to spot it: If it says "AI-generated reviews" without customer input, it's fake.
The difference: Spokk's AI creates reviews from real customer feedback. The customer speaks or writes their experience, and AI turns it into a polished review they can approve and post. That's helping customers write, not writing fake reviews.
🚩 Incentive-Based Review Requests
What it is: "Leave a review and get 10% off your next purchase!"
Why it's bad: FTC violations. Google and Yelp prohibit incentivized reviews.
How to spot it: Any discounts, coupons, or rewards tied to leaving reviews—whether before or after the review.
What IS allowed: You can incentivize customers to provide private feedback (not public reviews). For example, "Fill out our feedback form and get 10% off your next purchase" is fine. Then, separately and without any incentive, you can ask happy customers if they'd like to share their experience publicly.
Alternative Approach: The DIY Route
Maybe you don't need software at all. Here's the free/cheap DIY setup:
For review collection:
- Create a short URL redirecting to your Google review page (use Bitly or your domain)
- Send manual SMS/email requests using templates (steal these)
- Print QR codes on receipts linking to your review page
For review monitoring:
- Set up Google Alerts for your business name + "review"
- Check Google My Business, Facebook, and Yelp manually 2x/week
- Use free tools like Google Business Profile dashboard
For review responses:
- Respond directly on each platform (Google, Facebook, Yelp apps)
- Keep response templates in a Google Doc
Total cost: $0-20/month (just your time)
When this makes sense:
- You're getting fewer than 10 reviews/month
- You have time to manage manually
- Budget is extremely tight
- You're testing review requests before investing in software
When this doesn't work:
- You want consistent automation
- You're getting 20+ reviews/month
- You manage multiple locations
- Your time is worth more than $50/hour
Frequently Asked Questions
Do I need review management software if I only have one location?
Not necessarily. If you're getting fewer than 10 reviews per month, you can manage manually or use basic collection tools like Spokk. Start free to test it (15 AI-generated review drafts/month), then upgrade to paid plans ($29-99/year) for unlimited AI review generation when you're ready to scale. Management platforms make sense when you have volume to manage (20+ reviews/month) or need automation to save time.
What's the difference between review management and reputation management?
Review management: Collecting, monitoring, and responding to customer reviews.
Reputation management: Broader—includes reviews, social media, press mentions, search results, and overall brand perception.
Most "reputation management" platforms are really just review management platforms with fancy names.
Can review software help me remove negative reviews?
No legitimate software can remove negative reviews. What they can do:
- Help you respond professionally to negative reviews
- Flag reviews that violate platform policies (so you can report them)
- Route negative feedback privately before it becomes a public review
Anyone promising to "remove negative reviews" is either lying or using blackhat tactics that'll get you banned.
Is it legal to use AI to generate reviews?
It depends. The FTC banned fake, AI-generated reviews in August 2024.
Illegal: AI writing reviews without customer input.
Legal: AI helping customers write reviews based on their actual feedback (like Spokk's approach—customers provide feedback, AI generates a polished review draft they can approve and post). Spokk's paid plans offer unlimited AI-generated review drafts, making it easy to scale this compliant approach.
How do I know if I'm paying too much?
Calculate cost per review acquired. If you're paying $200/month and getting 10 new reviews, that's $20/review. Is that worth it?
Compare to alternatives:
- Manual asks: $0 (just your time)
- Cheap collection tools: $29-99/month
- Mid-tier platforms: $100-300/month
If you're paying for features you're not using, you're overpaying.
Should I sign an annual contract?
Only if:
- You've tested the platform and know it works for you
- The discount is significant (20%+ off monthly pricing)
- You're confident in your business stability
Avoid annual contracts for platforms you haven't tried. Many offer 14-30 day trials—use them.
What happens to my reviews if I cancel the software?
Your reviews stay on their original platforms (Google, Yelp, Facebook, etc.). Review software just monitors and organizes them—it doesn't "own" your reviews.
What you might lose:
- Historical analytics and reports
- Centralized dashboard access
- Automated monitoring and alerts
Export any important data before canceling.
Bottom Line: What Should You Buy?
Here's the honest recommendation based on where you are:
If you have fewer than 20 total reviews:
Start with Spokk. Test it free (15 AI reviews/month), then upgrade to paid plans ($29-99/year) for unlimited AI-generated review drafts—the most cost-effective way to scale review collection. Get your review volume up before worrying about management features.
Learn how to get more Google reviews →
If you have 20-100 reviews and want to stay organized:
Grade.us ($95/month) or BrightLocal ($79-199/month) for collection + basic management. Or combine Spokk paid plans ($29-99/year for unlimited AI review generation) with free monitoring tools—way more cost-effective.
If you have 100+ reviews across multiple platforms:
ReviewTrackers ($110-250/month) for clean organization and analytics. Upgrade to Birdeye if you need all-in-one capabilities.
If you have multiple locations:
Birdeye ($299+/month) or Chatmeter for enterprise-grade multi-location management.
If you're e-commerce:
Yotpo for product reviews and UGC. Don't use local business tools—they're not built for you.
If budget is tight:
Start with Spokk's free plan to test automated collection, then upgrade to paid ($29-99/year) when you need unlimited AI review generation. See automation best practices.
The software doesn't matter as much as actually asking for reviews. Most businesses fail because they never ask, not because they chose the wrong platform.
Pick something that fits your budget, removes friction for customers, and actually gets used. A $29 tool you use every day beats a $300 platform sitting unused.
Focus on getting more reviews first. Worry about perfect organization later.
