Online reputation management

Why reputation affects sales

Customers often choose a company before visiting its website. Search results and maps show a rating and review count next to the name, and with similar offers people open the one rated higher. The next filter is reading reviews: if recent complaints go unanswered, buyers leave even when the price and terms suited them. The newest filter is an assistant’s answer, which many people trust as neutral advice. Online reputation repair works on all three points because it deals with the source of ratings rather than advertising on top of them. What people see when they search for the company name is covered by SERM.

Monitoring with context

We collect public brand mentions and sort them by platform, topic, date, and case type. Count alone is not enough: a response needs facts such as order history, correspondence, service terms, or steps already taken. This separates a question, an error, and a genuine complaint.

Routing cases

Marketing should not write every reply. Each case type needs a route to support, an account manager, a product specialist, or legal review. An agreed response time and tone are more useful than a stock comment because public communication must reflect a real resolution.

Working with platforms

A publication can only be challenged when there is a substantiated rule breach or factual error. We do not create fabricated reviews, disguise problems, or promise removal of honest negative experience. Durable reputation comes from accurate responses, process correction, and transparent information.

How AI answers describe your brand

Questions such as “is this company reliable” are increasingly answered by an assistant: Google AI Overviews, ChatGPT, Yandex Alice AI and others. A model does not form its own opinion; it retells what it finds in reviews, map listings, discussions, articles and the company website. If old unanswered complaints or outdated details dominate those sources, the assistant repeats them. That is why mention monitoring now covers AI answers too, and review management covers the sources they draw on. The technical side is handled by generative engine optimisation.

• We regularly ask assistants about the company and save their answers with sources and dates.
• Map and platform listings are kept current: addresses, opening hours, services and replies to reviews.
• The website publishes verifiable company facts: terms, returns and warranty procedures, contacts.
• Reviews get factual replies, because a reply with facts becomes part of the source a model draws on.

Industries where ORM matters most

Every business needs to work with reviews, but in some markets an unanswered complaint is especially costly: high prices, long decisions or choices made on recommendation.

What the work includes

Online reputation management covers monitoring, work with reviews on platforms, and response setup inside the company. The scope depends on where the company is discussed: maps and marketplaces for retail, review sites and professional communities for services.

• Mention monitoring setup: review platforms, maps, social networks, forums, marketplaces.
• Case classification by platform, topic, sentiment, and type: question, error, complaint.
• Response rules: who replies, within what timeframe, in what tone, and with which facts.
• Official review responses prepared with in-company fact checking.
• Verification and completion of company profiles on review platforms and maps.
• Platform requests where a rule breach or factual error can be substantiated.
• Honest review collection: a request mechanism for real customers after a service.
• Feedback into processes: which complaints recur and what needs fixing.

What we need from you

Reputation work is impossible without the company’s involvement: we need facts and responsible people. Without facts on specific situations a reply becomes generic, and readers do not accept generic replies.

• Access to company profiles on review platforms and maps, or their creation together with you.
• Contacts for responsible people: support, managers, product, legal review.
• Access to order or case history to check facts behind specific reviews.
• An agreed communication tone and constraints: what can and cannot be disclosed publicly.
• A list of platforms and queries that matter most.
• Details of any previous attempts to work on reputation, if there were any.

What you get

You receive configured monitoring with mention classification, routing and response rules with templates for typical situations, completed and verified platform profiles, and prepared official responses to accumulated reviews. A regular report records new mentions, handled cases, platform requests, and recurring causes of negative feedback worth fixing in processes.