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Services / Online reputation management

Let feedback help your business

Monitoring, replies and handling of difficult situations. We build regular work with what customers write about your company.

Start with an auditDiscuss support

The task it solves

Reviews and mentions appear on different platforms, replies are irregular, and recurring remarks never reach the people who could fix them.

Who it suits

  • Reviews and mentions appear across platforms and some are missed.
  • Your team needs an agreed voice and process for replies.
  • Recurring complaints need internal follow-up.
  • Several locations or services need a consistent approach.

What you get

  • Monitoring of agreed review platforms and public mentions.
  • Response guidelines based on your service policies.
  • Drafting and publishing replies through agreed access and approvals.
  • Structured requests for honest reviews without review gating.
  • Escalation rules and crisis response drafts.
  • Feedback summaries for staff responsible for service or product issues.

Process demonstration

From single reviews to a clear process

One and the same situation: how it looks without a process and how it looks once one is in place.

Before

A made-up review for the demonstration

We came at the agreed time and were seen almost 40 minutes later. Nobody warned us. We liked the service itself, but waiting without an explanation spoiled the impression.

  • The review has no reply
  • Nobody is responsible
  • The problem has not been passed to the team

After

A made-up review for the demonstration

We came at the agreed time and were seen almost 40 minutes later. Nobody warned us. We liked the service itself, but waiting without an explanation spoiled the impression.

Prepared reply (draft)

Thank you for the review. We are sorry that you waited longer than the appointed time and were not warned. We have passed your situation to the person in charge of bookings and are looking at how to warn guests about delays. If it suits you, write to us in a private message and we will look at your booking in detail.

Responsible
the manager of the location is assigned
Next step
check the booking and write to the guest personally
In the summary
the remark “waiting without a warning” is added to the summary of recurring remarks

Before publication the reply is checked against the facts; the guest’s personal data does not go into it.

A demonstration of the process. Not the result of a client project.

How it is done

  1. 1

    Review

    We map platforms, existing feedback and responsibility for replies.

  2. 2

    Guidelines

    We agree the tone, factual checks and escalation rules.

  3. 3

    Requests

    We build a review request process that does not filter by sentiment.

  4. 4

    Responses

    We prepare replies and refer sensitive cases to the responsible staff.

  5. 5

    Learning

    We group recurring issues for operational review.

What we will need from you

  • A list of profiles and access through available platform permissions.
  • Service policies and verified facts for handling complaints.
  • Contacts for approvals, escalation and customer support.
  • An agreed way to request reviews from customers.

What is agreed separately

  • How many profiles and locations have to be followed.
  • The expected number of reviews and enquiries.
  • The languages of the replies.
  • How difficult cases are passed on and who approves them.
  • The access and authority you can hand over.
  • The period of work and the format of summaries.

This is not a fixed package: the scope follows your task and is agreed before the work starts. Nothing here is mandatory: the services can be ordered on their own.

Technical details and limits
  • We do not create fake reviews or selectively invite only satisfied customers.
  • Review removal depends on platform rules and decisions.
  • Sensitive replies require verified facts and must protect personal information.

How the work starts

A sample audit and the working materials

The work starts with a review: what is already written about you and how replies work today. Below are the audit structure and the materials you receive.

What the audit covers

  1. Map of platformsWhere people write about you: maps, review sites, social networks
  2. Review themesRecurring remarks and what people praise
  3. Replies todayWho replies, how fast and in what tone
  4. RulesWho replies, within what time, what is not written in a reply
  5. Asking for reviewsWhen and how to ask satisfied customers, without pressure
  6. The first 30 daysWhat comes first and what we check

Working materials

  • A review mapa table: platform, theme, tone, whether it has a reply
  • Reply templatesvariants for typical situations; checked against the facts before publication
  • Rules and a team notewho replies, timing, what not to write
  • A summary of recurring remarkswhat is worth fixing in the service itself

A sample structure. It is not a client audit, not a project result and not a promise of a rating: there are no figures or other people’s reviews here.

Request an audit

Common questions

Can I start with an audit?

Yes. We can review the platforms, current feedback and reply process before agreeing further work.

Which platforms are covered?

The scope follows your business and geography: search results, maps, review sites, social media and public mentions.

Can negative reviews be removed?

Where a post breaches platform rules, we can prepare a substantiated request. The platform decides. Valid criticism is addressed through replies and service follow-up.

How are new reviews collected?

We organise invitations for real customers to share their experience. Reviews must reflect their own opinions.

Next step

You can start with an audit: we review the platforms, the reviews and the way replies are handled, and then decide whether support is needed.

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Find out what your project will need

Choose a task and get the scope of work, the list of materials needed and the questions for a cost estimate.

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What are people saying about your business?

Share links to your public profiles and describe the task. We can discuss monitoring, replies and ongoing feedback work.

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