Online Reputation Audit & Brand Search Analysis
We review what buyers see when they search your brand, reviews, news and social, and flag the issues that cost you trust.
- Reputation audit
- Brand search report
Digital Marketing & Growth
Online Reputation Management Services
Review monitoring, response workflows, review generation and search-result clean-up, with alerts for brand mentions, so customers and prospects see an accurate picture of your company.
- Brand monitoring
- Review generation
- Response playbooks
- Search result clean-up
- Years of delivery
- 8+
- Years of delivery
- Projects shipped
- 350+
- Projects shipped
- Clients across US, UK, AU & SG
- 200+
- Clients across US, UK, AU & SG
What’s included
Everything You Need to Protect and Improve Your Brand Reputation
We audit how your brand appears online, monitor mentions, respond to reviews and build positive visibility that earns buyer trust.
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Reputation Strategy & Risk Assessment
We prioritise threats and opportunities and set a clear plan for how your brand should appear in search results.
- Reputation strategy
- Risk register
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Brand Mention & Review Monitoring Setup
We set up alerts across review sites, news and social channels so your team hears about problems early.
- Monitoring alerts
- Escalation rules
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Review Response & Customer Feedback Management
We write professional replies to reviews and complaints in your brand voice, turning criticism into visible proof of good service.
- Response templates
- Review replies
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Review Generation & Testimonial Campaigns
We help you ask happy customers for honest reviews on Google, Trustpilot and other platforms, within each site's rules.
- Review request flow
- Testimonial library
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Negative Content Removal Requests & Suppression
We pursue legitimate takedown requests and publish quality content to reduce the visibility of damaging results.
- Removal requests
- Suppression plan
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Positive Content & Brand Profile Building
We create and optimise profiles, articles and press that give search results a fair, accurate view of your business.
- Brand profiles
- Positive content plan
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Crisis Response Planning & Reputation Reporting
You get a ready crisis playbook and regular reports on sentiment and ratings, so you can act quickly when issues arise.
- Crisis playbook
- Sentiment report
Need something specific?
Why Kramate
Why Business Owners Choose Kramate for Reputation Management
Calm, honest help when your name matters most.
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Honest Methods Only
Instead of
fake reviews that can backfire on you
With Kramate
We never write fake reviews, and we follow each site's rules when asking customers.
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Discreet From the First Call
Instead of: worrying who hears about your problem
With Kramate: We sign an NDA before you share details, and only a small team sees your case.
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Quick Replies to Bad News
Instead of: days passing while a bad review sits there
With Kramate: We agree reply times with you, so a complaint gets a calm answer fast.
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We Tell You When Not to Reply
Instead of: angry replies that make things worse
With Kramate: We tell you when a reply helps and when it is better to stay quiet.
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Help That Does Not Stop
Instead of: a one-time clean-up that fades
With Kramate: We keep watching your name and report to you after the first clean-up.
Our approach
How We Run Your Online Reputation Management, Step by Step
We find what people see when they search for you, then work to improve it honestly.
7 clear steps 7 deliverables you keep
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Search Result Review
We search for your business the way a customer would and list reviews, news and results that shape trust.
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Response Plan
We agree how to reply to praise and complaints, which issues need a call, and who approves what.
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Review Replies
We write calm, helpful replies to public reviews and flag serious cases to you quickly.
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Happy Customer Reviews
We set up a simple, honest way to invite satisfied customers to leave a review.
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Profile & Listing Cleanup
We fix wrong business listings and update profiles. We ask sites to remove content that breaks their rules.
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Helpful Page Publishing
We publish true, useful pages about your business. Good facts then show up when people search your name.
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Brand Mention Watch
We keep watching for new reviews and mentions, and alert you when something needs action.
Tools & technologies
Technologies We Use for Reputation Management
We monitor reviews and mentions, respond quickly and strengthen how search results describe you.
- Trustpilot: Collects and displays customer reviews that build buyer trust.
- Google Maps: Where local customers find and review your business on the map.
- Yelp: Local listings and reviews that influence neighbourhood buyers.
- G2: Software review marketplace where B2B buyers compare vendors.
- Glassdoor: Employer reviews that shape how candidates see your brand.
- Tripadvisor: Travel and hospitality reviews that sway booking decisions.
- Facebook: Business pages, communities and reviews where customers engage with you.
- Brand24: Monitors brand mentions and sentiment across web and social.
- Google Alerts: Emails you when your brand is mentioned online.
- Hootsuite: Schedules posts and monitors conversations across social accounts.
- Zendesk: Customer support platform for tickets and help centres.
- Intercom: Customer messaging inbox that assistants plug into.
- HubSpot: CRM for sales, marketing and customer service.
- Semrush: Keyword, competitor and site audit data for search and content planning.
- Google Search Console: Shows how your site appears in Google search and flags indexing problems.
- WordPress: Content management system for websites, blogs and landing pages.
- Medium: Publishing network for reaching new readers with thought leadership.
- Google Analytics: Shows how visitors find and use your website and apps.
- Google Sheets: Shared spreadsheets for plans, reports and quick data checks.
- Looker: Governed BI platform with shared metric definitions for every team.
Expert guide
Online Reputation Management Services: A Complete Guide for Businesses
Online reputation management services help an organization see what is being said about it online, respond well, and build a body of honest, positive evidence over time. The work covers review sites, search results, social channels, news mentions and business listings.
It matters because many buyers check reviews and search results before they contact a company. Reputation work is mostly about doing real things well and making them visible, not about hiding criticism or manufacturing praise.
This guide shows how monitoring and triage work, what a good response looks like, which tactics break platform and advertising rules, and what to ask of a partner in the USA, UK, Australia or Singapore. Nothing in it promises a rating or the removal of honest reviews.
What online reputation management services cover
Online reputation management services must look beyond one star rating, because reputation lives in many places. A complete view includes:
- Review platforms and business profiles, including Google Business Profile (opens in a new tab).
- Social pages and comments, such as those managed through Meta Business tools (opens in a new tab).
- Search results for your brand and leader names.
- News articles, forums and industry directories.
- Employee review sites that shape recruiting.
The aim is to know what exists, fix the causes of genuine problems and make sure accurate, helpful information about you is easy to find.
Monitoring and triage
Monitoring combines alerts for new reviews and mentions with a regular review of brand search results. Alerts catch problems early; scheduled reviews catch slow shifts.
Each item is then triaged. A simple severity scale helps a team act consistently:
| Content type | Typical action | Who should be involved |
|---|---|---|
| Honest complaint about service | Respond publicly, resolve privately, follow up. | Customer care and the owner of the issue |
| Praise or neutral review | Thank the reviewer; note themes. | Marketing or community manager |
| Review that breaks platform rules | Report through the platform’s process. | Reputation lead |
| Factually false claim | Document, request correction, seek advice. | Legal counsel and leadership |
| Safety or regulated issue | Escalate immediately; do not argue publicly. | Leadership, compliance, legal |
The table is a starting point. Regulated industries need their own escalation rules agreed in advance.
A response playbook for negative reviews
A public reply is written for the next reader, not only the reviewer. Prospects judge how you behave under criticism.
- Respond promptly and calmly, even when the review feels unfair.
- Acknowledge the specific issue without copying a template.
- Never share private details about the customer or case.
- Offer a direct channel to resolve it offline.
- Follow through, then invite an update if the problem is resolved.
- Feed the lesson back into operations, so the cause is fixed.
Earning genuine reviews and positive coverage
The healthiest defense is a steady flow of honest feedback from real customers. Make asking part of the normal process, such as a follow-up message after a completed job, with a direct link to the review page. Follow each platform’s policy on how and when you may ask.
Beyond reviews, publish accurate information that answers common questions. Helpful pages, clear leadership profiles and proper structured data, explained in Google’s structured data introduction (opens in a new tab) and Schema.org (opens in a new tab), help search engines present correct facts. Content should be genuinely useful, as described in Google’s people-first content guidance (opens in a new tab). A content marketing program supports this directly.
Lines not to cross: fake reviews and manipulation
Some tactics sold under the reputation banner are deceptive. Do not write or buy fake reviews, offer undisclosed rewards for positive ones, review-gate by asking only happy customers, or flood the web with thin pages to push content down.
The FTC endorsement guidance (opens in a new tab) covers reviews and material connections in the United States. In the UK, the ASA codes (opens in a new tab) set expectations for ads and endorsements, and Singapore advertisers should read the ASAS code (opens in a new tab). Manufactured link and content schemes can also breach the Google spam policies (opens in a new tab).
A reputable partner will refuse these tactics. If a vendor promises to remove legitimate reviews or guarantees a rating, treat that as a red flag.
Where AI and tooling help
Sentiment classification, theme clustering across thousands of reviews and drafting of reply suggestions are practical uses. They save time and show recurring issues, such as repeated complaints about delivery.
AI-generated replies still need human review, because a tone-deaf automated answer can create a second problem. Disclosure and accuracy rules apply to anything published.
Industry examples (illustrative)
- Multi-location restaurants. One branch’s repeated slow-service reviews lead to a staffing change and a public reply explaining it.
- Healthcare practices. Replies avoid confirming whether a reviewer was a patient, because privacy rules limit what can be said.
- Software vendors. Support-related complaints on review sites are mapped to documentation gaps and fixed.
- Employers. Recruiting teams monitor employee review sites and respond factually.
These scenarios illustrate method, not Kramate results.
Regional considerations
- USA. FTC rules on endorsements and reviews, state privacy laws such as the CCPA (opens in a new tab), and varying defamation standards.
- UK. ASA advertising rules, UK GDPR for personal data in reviews and takedown requests, and distinct defamation law.
- Australia. Australian Consumer Law on misleading conduct and the Privacy Act 1988.
- Singapore. The PDPC’s data protection regime and advertising self-regulation.
Legal removal routes and rights to have information corrected differ by country. Confirm any legal step with qualified counsel. Kramate’s overlap with US Eastern time (four to six hours) and a full day with the UK, Australia and Singapore supports fast response to fast-moving issues.
Budgeting for online reputation management services
- Number of locations, brands and platforms monitored.
- Review volume and required response times.
- Languages and regions covered.
- Crisis support outside business hours.
- Tooling for listening and review collection.
- Content and site work to support accurate search results.
Online reputation management services are usually sold as a one-off reputation audit, a monthly managed service or a dedicated team that handles replies under your approval rules. Budget for fixing operational causes too, since replies alone do not repair a weak service.
How to choose online reputation management services
- Ask what they will not do, and expect a clear no on fake reviews.
- Check escalation rules for legal and safety issues.
- Review sample replies for tone and accuracy.
- Confirm you retain control of every profile and login.
- Ask about data handling for customer information in reviews.
- Avoid promises of ratings or removal.
Local listings are closely related; see local SEO services and social media marketing.
How Kramate delivers reputation work
A free consultation leads to a detailed estimate within 24 hours, and an NDA is in place before detailed discussions about your brand issues. A dedicated project manager coordinates the team, sharing updates daily on Slack or Teams, with a review at the end of each two-week round. Fixed-price, dedicated-team and hourly options are offered. Kramate follows secure working practices, including least-privilege access to your accounts and encrypted devices. Read about the delivery approach.
Frequently asked questions
How do I respond to a negative review?
Reply quickly, acknowledge the specific issue, avoid sharing private details and offer to resolve it offline. Write for future readers, who judge your tone. Then fix the cause so the complaint does not repeat.
Can a bad Google review be removed?
Only if it breaks the platform’s content policies, for example by being spam or fake. You can flag it through the platform’s process. Honest but unfavorable reviews generally stay, so respond to them professionally.
Are fake reviews illegal?
In many places they are deceptive practice and can attract regulator action; the FTC and UK ASA both publish relevant guidance. Platforms also remove them. Do not buy or write reviews, and seek legal advice for your market.
How do I monitor brand mentions?
Combine alerts on review and social platforms with scheduled checks of brand search results, news and forums. Assign a named owner and an agreed response time so alerts lead to action.
How can I ask customers for reviews properly?
Ask every customer, not just happy ones, at a natural moment such as job completion. Link directly to the review page, follow the platform’s policy and never pay for positive wording without disclosure.
What if false information about my business appears online?
Document it, ask the publisher or platform for a correction, and consult legal counsel before taking any further step. Publishing accurate, well-structured content of your own also helps correct what people find.
Sources and further reading
- Google Business Profile Help (opens in a new tab)Google
- Meta Business Help Centre (opens in a new tab)Meta
- Intro to structured data markup (opens in a new tab)Google Search Central
- Schema.org (opens in a new tab)Schema.org
- Creating helpful, reliable, people-first content (opens in a new tab)Google Search Central
- FTC Endorsement Guides: What People Are Asking (opens in a new tab)US FTC
- The UK Advertising Codes (opens in a new tab)UK ASA
- Singapore Code of Advertising Practice (opens in a new tab)ASAS Singapore
- Spam policies for Google web search (opens in a new tab)Google Search Central
- California Consumer Privacy Act (CCPA) (opens in a new tab)California Attorney General
FAQ
Frequently asked questions
Cost depends on how much negative content exists, how many review sites and search results are involved, the level of monitoring needed, and whether you want ongoing review replies or content building. A one-off cleanup costs differently from continuous protection. We give a no-obligation estimate within 24 hours.
We review your search results, plan responses, set up monitoring, reply to reviews and build helpful profiles and pages. Review replies and monitoring help quickly. Changing what appears in search takes months, and some content cannot be removed. We do not promise removals or specific search results.
You do. Profiles, listings and monitoring accounts stay in your name, and we work discreetly from the first call. Kramate signs an NDA before detailed discussions, and response plans, published content and reports are transferred to you as deliverables.
We agree who replies to what, and escalate sensitive issues to you before any response is posted. We connect with your customer support, social and legal contacts where needed. Your staff keep control of brand voice, and we handle monitoring and routine replies.
Sometimes, but only when they break platform rules or the law. We submit legitimate removal requests and tell you honestly when removal is unlikely. Otherwise we respond professionally and publish helpful, accurate content so people see a fuller picture.
No. Fake reviews break platform rules and can cause penalties or legal trouble. We help you earn genuine reviews by asking real customers, responding to feedback and fixing service issues. This approach is slower but protects your brand in the long run.
Gather links to the reviews, articles or profiles that concern you, plus any legal or support history. Share your brand guidelines and name a decision maker for sensitive replies. Be open about what happened. Knowing the full story lets us plan an honest response.
Ask which methods they use, and walk away from anyone offering fake reviews or promised removals. Check how they handle confidentiality and who writes your replies. A trustworthy provider explains limits openly and works with your team.
Taking new projects
Let’s talk about your Online Reputation Management Services needs
Tell us about your project and get a free consultation and estimate within 24 hours.
- We reply within 4 business hours A real consultant reads your brief — no bot, no queue.
- 30-minute discovery call We dig into goals, constraints and budget. NDA signed on request.
- Proposal in 24 hours Scope, timeline, team and price — clear enough to decide on.
NDA on request You own the IP No obligation Free estimate