Reviews are public. So is your reply.

Your reviews are part of the conversation

Before customers visit your website, many of them read your reviews. A thoughtful reply to a happy customer shows you care. A calm, helpful reply to an unhappy one can win back trust and shows every future reader how you treat people. Silence, on the other hand, says nothing good.

Review management is an add-on to our social media management and paid social services. Reviews are simply another place people talk about your brand online, so we manage them with the same care and voice as your social channels.

What's included

Monitoring across platforms

We keep watch on the review sites that matter for your business: Google, Facebook and Yelp, plus industry sites such as TripAdvisor, Trustpilot, HomeStars or health-care review platforms where relevant. New reviews are flagged quickly, so nothing sits unanswered.

On-brand responses

We write and post responses in your brand voice, thanking customers for positive reviews and addressing concerns in negative ones. Responses to sensitive or complex reviews are approved by you before they go live.

Handling negative reviews

Negative reviews happen to every business. We respond promptly and professionally, move the conversation offline when appropriate, and follow a clear escalation process when a situation needs your direct attention. If a review breaks a platform's policies, such as spam, conflicts of interest or offensive content, we help you report it through the proper channels.

Ethical review requests

The best way to strengthen your reputation is to hear from more of your real customers. We set up simple, friendly ways to ask every customer for a review, such as follow-up emails, text messages, QR codes and review links. We never gate reviews by only asking happy customers, offer incentives for reviews, or post fake reviews. Those practices break platform rules and consumer protection laws, and they put your reputation at risk.

Reporting and insights

Monthly reports show your ratings, review volume and response times across platforms, along with the themes customers mention most, so you can see what's working and what to improve in your business.

How it works

1. Review audit: We review your current ratings, response history and the platforms your customers use.
2. Response guidelines: We agree on your brand voice, what we can answer directly and what needs your approval.
3. Monitoring setup: We connect your review platforms and set up alerts.
4. Review request system: We create simple, compliant ways to ask every customer for feedback.
5. Ongoing management: We respond to reviews and escalate when needed.
6. Monthly reporting: We report on ratings, volume, response times and trends.

Part of your bigger reputation

Reviews work best alongside an active social presence and a well-maintained Google Business Profile, both covered in our social media management service. When a situation escalates beyond reviews, our PR and media relations team can help with a crisis playbook.