Online reputation management involves monitoring and improving how your organisation is perceived on the internet, including on review platforms, social media, and search results. A strong online reputation builds trust, while a negative one can hinder growth.

In fact, 87% of consumers read online reviews before making a purchase (BrightLocal, 2023). For instance, a company with numerous recent negative reviews on Google may struggle to gain new customers, while a company with a 4-star rating or higher is more likely to attract trust and conversions.

We offer comprehensive tools to help you manage your online reputation effectively, encouraging more positive reviews while intercepting potentially negative feedback before it becomes public, ensuring positive visibility and trustworthiness across key platforms.

Online reviews play a major role in shaping customer decisions. BrightLocal's 2023 survey shows that 76% of people "always" or "regularly" read reviews when browsing for local businesses, indicating how significant customer feedback is.

A company with positive reviews, such as a 4.5-star-rated restaurant, can expect more bookings compared to a competitor with lower ratings. Conversely, negative reviews—if left unaddressed—can deter up to 22% of potential customers with just one negative result on the first page of search results (Moz, 2022). Managing reviews actively by responding and addressing customer concerns showcases dedication to service quality and can greatly improve public perception.

Our solutions help you monitor and respond to customer reviews quickly, empowering you to maintain a positive reputation and foster stronger relationships with your customers. We also use AI trained on your organisation's data to automate responses, ensuring consistent, timely, and personalised communication.

Generally, negative reviews can’t simply be removed unless they breach the guidelines of the review platform (e.g., spam, hate speech, or offensive content). However, handling negative feedback with professionalism can turn a bad situation into an opportunity to win over customers.

For example, a customer who had a bad experience at a hotel may post a negative review, but if the hotel manager quickly responds, apologises, and offers to resolve the situation, it shows a commitment to customer care. This approach has proven beneficial, with 45% of customers more likely to visit a business if it responds to negative reviews (ReviewTrackers, 2023).

We provide you with automated notifications and AI-driven response suggestions, helping you manage and address negative reviews professionally, turning challenges into opportunities to demonstrate excellent customer service.