Broadly

Broadly is an all-in-one reputation management and customer communication platform specifically designed for local service businesses, combining review generation, webchat, SMS messaging, payment processing, and business listings management into a single interface that helps tour operators streamline customer interactions while building a strong online presence. The platform emphasizes simplicity and automation, making it particularly accessible for small to medium-sized tour operators who need professional reputation management tools without the complexity or cost of enterprise solutions, with features designed to increase positive review generation, reduce no-shows through automated reminders, and enable convenient text-based communication with customers throughout their booking journey. Broadly's approach centers on making it easy for satisfied customers to leave reviews by sending them directly to review platforms via text message, which is especially effective for tour operators whose customers are often tourists using mobile devices who may forget to leave reviews once they return home. The platform also includes web chat functionality that converts website visitors into bookings by enabling real-time conversations, payment request capabilities that allow tour operators to collect deposits or full payments via text message, and unified inbox features that consolidate communications from multiple channels into one streamlined interface for efficient customer service management.

Broadly operates on a straightforward pricing model with plans typically starting around $249-$299 per month for single-location businesses, with pricing increasing based on the number of locations you manage and additional features required, making it more affordable and predictable than many enterprise reputation management platforms while still delivering robust functionality for growing tour operators. The platform's pricing includes core features like review generation campaigns, webchat, SMS messaging, business listings management, and basic analytics in most standard plans, with higher tiers adding capabilities like team member accounts, advanced reporting, and integration with more business systems. Broadly occasionally offers discounts for annual prepayment that can reduce the effective monthly cost by 10-20%, making it more budget-friendly for tour operators who are confident in their long-term reputation management strategy and can commit to a full year upfront. Unlike some competitors, Broadly's pricing is relatively transparent and published on their website, though specific quotes may vary based on negotiated terms, number of monthly review requests, and whether you need additional phone numbers for SMS campaigns. Setup fees are typically not charged for standard implementations, though custom integrations or data migration from previous reputation management systems might incur additional one-time costs depending on complexity.

Broadly is ideally suited for small to medium-sized tour operators with 1-20 employees who want professional reputation management capabilities without the complexity and cost of enterprise solutions, making it particularly attractive for owner-operated tour companies, single-location operators, or businesses with up to 3-4 locations who need straightforward tools that can be implemented quickly and managed without dedicated IT resources. The platform's user-friendly interface and emphasis on automation make it accessible for tour operators who may not have full-time marketing staff but still recognize the critical importance of online reviews and customer communication in driving bookings, with features designed to maximize impact with minimal time investment from busy operators who are focused on running tours rather than managing technology. Tour operators generating 50-500 reviews annually will find Broadly's capabilities align well with their needs, providing sufficient automation and analytics to manage reputation effectively without overwhelming features that go unused, though very high-volume operators (500+ reviews monthly) might eventually outgrow the platform's capacity. Broadly works particularly well for tour operators offering specialized experiences (food tours, historical walking tours, adventure activities) in competitive urban markets where maintaining a strong online reputation directly impacts booking volume and revenue. Very small operators just starting out with minimal online presence might find even Broadly's accessible pricing a stretch, while large enterprise tour companies with complex multi-location operations might need more sophisticated platforms.

Broadly offers selective but practical integrations focused on the most common business tools used by local service businesses, including connections with Google My Business, Facebook, major review platforms, email marketing services, and payment processors, though its integration ecosystem is less extensive than enterprise platforms like BirdEye but sufficient for most small to medium tour operators' needs. The platform prioritizes integrations that directly support its core use cases of review generation and customer communication, with particularly strong Google My Business integration that ensures review requests and responses flow seamlessly while keeping your business listings accurate and up-to-date across the web. Broadly integrates with Zapier, enabling tour operators with some technical capability to create custom workflows connecting the platform to hundreds of other applications including popular booking systems, CRM tools, and marketing automation platforms, though these integrations may require setup time and testing to ensure reliable operation. For payment processing, Broadly has built-in capabilities and partnerships that allow tour operators to send payment requests via text message and collect payments without requiring separate processor integrations, though you can also connect your existing payment gateway if you prefer to maintain consistent processing across all channels. While Broadly may not offer native integrations with every tour-specific booking platform, its API and webhook support enable custom integrations for tour operators with development resources or who work with technical consultants, and the company's support team can guide integration setup for common systems used in the tour and activities industry.

Broadly provides customer support through multiple channels including email support with response times typically within a few hours during business days, live chat support during extended business hours for quick questions, and an extensive help center with articles, video tutorials, and setup guides that enable self-service troubleshooting for common questions. The platform emphasizes responsive, personalized support that reflects its focus on small to medium businesses, with support representatives who understand the practical challenges tour operators face and can provide actionable guidance rather than just technical documentation, though dedicated account managers are typically reserved for higher-tier plans or multi-location customers. Broadly offers onboarding assistance that helps new customers configure their account, set up automated review campaigns, customize message templates to reflect their brand voice, and integrate with existing business systems, which is particularly valuable for tour operators transitioning from manual reputation management or competing platforms. The support team can advise tour operators on best practices for review generation timing (when to send requests after tour completion to maximize response rates), message content that complies with review platform policies while encouraging participation, and strategies for addressing negative reviews constructively. Phone support is available for urgent issues or customers who prefer voice communication over text-based support, with call-back options during high-volume periods to avoid long hold times. The platform also maintains regular product updates and feature releases based on customer feedback, with changelog notifications and occasional webinars showcasing new capabilities and advanced use cases.

Broadly typically offers both month-to-month and annual contract options, with month-to-month plans providing flexibility for tour operators who want to test the platform without long-term commitment or who have highly seasonal businesses that might not need year-round reputation management tools, though monthly plans usually come at slightly higher rates than annual commitments. Annual contracts generally provide 10-20% savings compared to monthly pricing and may unlock additional features or higher usage limits, making them attractive for established tour operators who are confident in the platform's value and want to lock in predictable costs across their entire operating season. The platform's contract terms are generally more flexible than enterprise solutions, with no onerous early termination penalties for monthly plans, allowing tour operators to cancel with 30 days notice if their needs change, though annual contracts do typically require fulfilling the commitment period or paying a buyout fee. Broadly's approach to contracts reflects its positioning as a small business-friendly platform, avoiding aggressive lock-in tactics and instead focusing on delivering sufficient value that customers choose to continue service voluntarily rather than because of contractual obligations. Tour operators should inquire about seasonal rate adjustments if their business has dramatic fluctuations between peak and off-peak periods, as Broadly may accommodate reduced pricing during slower months for annual contract customers, though this isn't standard and depends on individual negotiations. Data portability is generally good, with tour operators able to export their collected reviews and customer data if they choose to leave, ensuring you maintain access to the reputation assets you've built even if you transition to a different platform.

Broadly collects customer reviews primarily through automated SMS text message campaigns that send review requests directly to customers' mobile phones after tour completion, with a streamlined mobile-optimized interface that allows customers to leave reviews in just a few taps without needing to navigate to review platforms themselves or remember login credentials. The platform's signature approach uses intelligent review routing that first asks customers to rate their experience on a private scale, then directs those who gave high ratings to public review platforms like Google or Facebook while capturing feedback from disappointed customers through private channels where tour operators can address concerns before they become public negative reviews. Tour operators can trigger review requests automatically by integrating Broadly with their booking systems to send messages based on tour completion dates, manually initiate campaigns after exceptional tour experiences, or schedule batch campaigns for specific customer segments, with timing optimization that sends requests when customers are most likely to respond positively. Broadly's review collection emphasizes simplicity and high conversion rates, recognizing that customers are more likely to complete quick mobile experiences than lengthy desktop forms, with pre-populated fields and one-click authentication that reduces friction in the review process. The platform tracks campaign performance metrics including delivery rates, open rates, click-through rates, and ultimate review submission rates, allowing tour operators to refine their approach based on which message content, sending times, and follow-up sequences generate the highest review volume from their specific customer demographic, with A/B testing capabilities for optimizing campaign effectiveness over time.

Broadly offers basic automated review response capabilities that allow tour operators to set up templated thank-you messages for positive reviews, ensuring timely acknowledgment of customer feedback even during busy periods when manual responses might be delayed, though the platform's automation is less sophisticated than AI-powered solutions offered by enterprise competitors. The platform's review response approach emphasizes template customization that maintains your brand voice while enabling quick responses, with the ability to create different response templates for various review scenarios (5-star reviews, 4-star reviews with minor concerns, first-time customers versus repeat guests) that get triggered automatically based on review characteristics. Tour operators can configure Broadly to automatically respond to straightforward positive reviews while flagging complex or negative reviews for manual handling by managers who can craft thoughtful, personalized responses that address specific concerns raised by customers, ensuring that critical reputation management situations receive appropriate human attention and nuanced communication. The platform centralizes review management across multiple platforms including Google, Facebook, and industry-specific sites, allowing tour operators to monitor and respond to all reviews from a single dashboard without logging into each platform separately, with mobile app access that enables managers to respond to reviews from anywhere, which is particularly useful for tour operators who spend much of their day in the field rather than at a desk. While Broadly's automation capabilities may not match the advanced AI response generation offered by higher-priced competitors, its template-based approach provides sufficient functionality for most small to medium tour operators while maintaining authentic, on-brand communication that doesn't feel robotic or impersonal to customers reading your responses.

Broadly monitors major review platforms including Google My Business, Facebook, and select industry-specific review sites, providing tour operators with centralized visibility into customer feedback across their most important online channels, though its monitoring scope is more focused than enterprise platforms that track hundreds of review sites simultaneously. The platform's monitoring approach prioritizes the review platforms that matter most for local service businesses like tour operators, where Google and Facebook typically drive the majority of customer discovery and booking decisions, ensuring you maintain strong oversight of the channels that most directly impact your business without being overwhelmed by obscure review sites that generate minimal traffic. Broadly sends real-time notifications when new reviews are posted on monitored platforms, allowing tour operators to respond quickly to both positive feedback that can be amplified through social sharing and negative reviews that require prompt attention before they influence potential customers researching your tours. The monitoring dashboard aggregates reviews from all connected platforms into a unified timeline view that shows your overall reputation trajectory, average ratings across platforms, recent review trends, and highlights requiring attention, giving tour operators a comprehensive reputation snapshot without needing to check multiple sites individually. For tour operators, Broadly's focused monitoring approach means you may need supplementary tools or manual monitoring for specialized travel review sites like TripAdvisor, Viator, or GetYourGuide if those platforms generate significant review volume for your business, though many local tour operators find Google and Facebook coverage sufficient for managing the reviews that most impact their local and tourist customer acquisition. The platform includes basic sentiment tracking that categorizes reviews as positive, negative, or neutral and identifies trends in customer satisfaction over time, helping tour operators understand whether their reputation is improving or declining and which operational changes correlate with shifts in customer perception.

Broadly excels at generating personalized review invitations via SMS text messages, which is particularly effective for tour operators whose customers are often tourists using mobile devices who respond better to text-based requests than email campaigns that may get lost in overflowing inboxes or marked as spam. The platform's invitation system allows tour operators to customize message templates that reflect their brand personality, include personalization elements like customer names and specific tour references, and provide clear calls-to-action that make it easy for recipients to leave reviews with minimal effort. Review invitations can be triggered automatically based on tour completion dates when integrated with booking systems, scheduled manually for specific customer lists after exceptional tour experiences, or sent as follow-up messages to customers who opened but didn't complete initial review requests, with intelligent throttling that prevents over-messaging and respects customer communication preferences. Broadly's invitation approach includes smart timing recommendations based on when customers are most likely to respond positively, typically 1-2 days after tour completion when the experience remains fresh but customers have had time to decompress, though tour operators can customize timing based on their specific tour types and customer feedback patterns. The platform's mobile-first invitation design ensures that customers can complete the entire review process from their phones without awkward desktop redirects or login requirements, with streamlined interfaces that guide customers through rating selection, review composition, and submission in a matter of seconds rather than minutes. Broadly also supports batch invitation campaigns where tour operators can upload customer lists and send review requests to multiple past customers simultaneously, which is useful for building initial review volume when first starting with the platform or re-engaging past customers after introducing new tours or improving existing experiences.

Broadly provides basic sentiment analysis capabilities that automatically categorize reviews as positive, negative, or neutral based on star ratings and review content, giving tour operators a quick overview of customer satisfaction trends without requiring manual review reading, though its analysis is less sophisticated than advanced AI-powered platforms that extract detailed themes and topics from review text. The platform's sentiment tracking visualizes reputation trends over time through simple dashboards that show whether your overall rating is improving or declining, what percentage of reviews fall into each sentiment category, and how your current performance compares to previous periods, helping tour operators gauge whether operational changes or new tour offerings are positively or negatively impacting customer perception. Broadly's analysis identifies reviews requiring immediate attention by flagging negative feedback and complex situations that need manager intervention, ensuring that critical reputation management scenarios don't slip through the cracks during busy periods when tour operators are focused on day-to-day operations rather than continuously monitoring review platforms. For tour operators managing multiple tour types or locations, Broadly provides comparative sentiment breakdowns that show which experiences generate the most positive feedback and which might need operational improvements, though the depth of analysis is less granular than platforms that identify specific themes like guide performance, value perceptions, or logistical issues within review text. The platform's straightforward approach to sentiment analysis reflects its positioning as a practical tool for small to medium businesses that need actionable insights without overwhelming complexity, providing sufficient information for tour operators to understand their reputation trajectory, identify emerging problems before they become severe, and make data-informed decisions about where to focus improvement efforts for maximum impact on customer satisfaction and review generation.

Broadly provides review showcase widgets that tour operators can embed on their websites to display recent customer reviews, aggregate star ratings, and links to full review profiles on platforms like Google and Facebook, helping build trust with potential customers during their booking decision process by demonstrating authentic social proof. The platform offers customizable widget designs that can be styled to match your website's appearance, with options for displaying reviews in carousel formats, list views, or featured highlight boxes, though the customization options are more limited than specialized review widget providers or enterprise platforms with extensive white-label capabilities. Tour operators can configure widgets to show reviews from specific platforms, display only reviews above certain star thresholds, and control how many reviews appear, ensuring the showcase presents your reputation in the most favorable light while maintaining authenticity that customers trust. Broadly's review widgets are mobile-responsive, ensuring they display properly on smartphones and tablets where many tour bookings originate, with loading optimization that prevents the widget from slowing down overall site performance or negatively impacting your search engine rankings. The platform includes basic schema markup support that helps review content appear in search engine results with star ratings, potentially improving click-through rates from organic search and enhancing your visibility in competitive tour markets, though tour operators should verify implementation with their web developer to ensure proper technical setup. While Broadly's website showcase capabilities are functional and meet the core need of displaying social proof to potential customers, tour operators looking for advanced features like video review displays, interactive filtering, or deeply customized widget designs might need to supplement with specialized review showcase tools or work with developers to create custom implementations that pull review data from Broadly's API.