Reputation management

Every review gets a reply.

Reviews are the first thing a buyer reads about you and the last thing most companies get to. We watch every platform you appear on, answer in your voice, and route the ones that need a real fix to someone who can make it.

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Who it is for

Brands whose rating is doing measurable damage — dropping below a category average, dragging down paid acquisition, or costing deals that never get as far as a conversation.

What is included

Monitoring across every platform where you have a listing, checked daily
Response drafting and publishing in your approved voice
Triage rules so a service complaint, a product bug and a fake review each go somewhere different
Escalation to your team when a reply alone will not fix it
Removal requests where a review genuinely breaches platform policy
Sentiment and theme reporting: what people praise, what they complain about, and whether it is moving
Review-invitation flows for satisfied customers, where the platform permits it

Channels covered

We cover what your customers already use. Anything not on this list, ask — if we cannot run it well we will say so.

Google Business Profile
Trustpilot
Apple App Store and Google Play
TripAdvisor and booking platforms
Talabat, Noon, Amazon.ae and regional marketplaces
Instagram and Facebook comments and mentions
Sector-specific directories and marketplaces relevant to your business

Example service levels

These are service targets, not historical performance. Targets are set for each engagement against channel, priority, coverage requirements and your own SLAs, then written into the contract.

Example service levels for reputation management, by cover tier
Measure	Standard cover	Extended cover
Priority reviews and issues	Response within 1 hour	Response within 1 hour
Standard reviews	Response within 24 hours	Response within 24 hours
Review response rate	Target set per engagement	Target set per engagement
Escalation raised to your team	Within 1 hour	Within 1 hour
Coverage window	9:00am–5:00pm IST (UTC+5:30)	24/7

What you provide

Admin access to your listings, or a verified manager invitation
The facts behind disputed reviews when we ask
Approval on the response tone guide and the standing reply patterns
A route to someone who can authorise a refund, a redo or a call back
Notice of anything likely to cause a wave — a recall, an outage, a price change

What your reporting looks like

Weekly: new reviews, replies published, response times, anything escalated and unresolved
Monthly: rating movement by platform, sentiment themes, the complaints that repeat
Quarterly: whether rating movement tracks against your acquisition and retention numbers

A sample dashboard using demo data is available on request. It shows the layout and the measures, not any client's numbers.

Questions we get asked

Do you write fake reviews?

No. We do not write, buy, incentivise or solicit fake reviews, and we will end an engagement over it. What we do is make sure genuinely satisfied customers are actually asked, through the platform's own approved mechanism.

Can you get a bad review removed?

Only where it breaches the platform's policy — it names an individual, contains abuse, or is demonstrably not from a customer. We file those with evidence. A review that is simply negative and true stays up, and we answer it.

Who approves the replies?

You do, at the start. We agree standing reply patterns for the common cases during onboarding and publish those directly. Anything outside the patterns comes to you before it goes live.

What about reviews in Spanish?

Answered in the customer's language by an agent who speaks it, not machine-translated. We cover English and Spanish.

Will this actually move our rating?

Responding does not rewrite old reviews. It changes what new readers see, and it changes how many unhappy customers escalate publicly rather than come back to you. Responding changes what new readers see, and how many unhappy customers escalate publicly rather than come back to you. We set response-time and response-rate targets per engagement and report against them, but we publish no client's figures — here is why

Book a review of what buyers see when they search you.

Tell us your volumes, your channels and your worst month. You get a written proposal with scope, service levels and price inside two working days.

Get a proposal See how onboarding runs

English and Spanish on every account

Extended 24/7 coverage available

Service targets written into the contract