Service 03

Review response management

The reviews that stay are read by everyone who considers buying from you. What sits underneath them — a considered reply, or silence — changes what those readers conclude.

What the service includes

  • ✓Response drafts for new reviews, written in your tone of voice, within one business day
  • ✓A tone guide agreed upfront: how formal, how apologetic, what you never say publicly
  • ✓Escalation rules for complaints that need an owner, a manager or a lawyer rather than a reply
  • ✓Backlog clean-up: responses for unanswered historical reviews, prioritised by visibility
  • ✓Templates your own staff can reuse for routine cases, if you would rather keep replies in-house
  • ✓Guidance on what not to reply to — because some posts are better left without oxygen

Start with the free assessment

Every engagement begins with a free written assessment. You see the eligible cases, the weak ones and the ones we advise against — before money is discussed.

Get a free assessment
Process

How we run it

01

Voice session

A short working session to capture how your business speaks and what it will never say in public.

02

Rules

We agree escalation thresholds, approval flow and turnaround expectations.

03

Drafting

New reviews get a draft reply for your approval, or direct publishing if you prefer.

04

Review

Monthly check on tone, coverage and whether replies are moving the needle.

Deliverables

What you actually receive

Reply drafts

Ready to publish, matched to the specific complaint rather than a generic apology.

Tone guide

A short written standard your whole team can follow.

Coverage report

Which reviews were answered, how fast, and what remains unanswered.

FAQ

Questions about this service

Why not just use a template?+
Readers spot templates immediately, and platforms have started downranking obviously duplicated replies. A reply that names the specific issue reads as a business that pays attention.
Should we reply to every review?+
To negative ones, almost always. To positive ones, selectively. To obvious trolling, often not at all — a public argument is worse than silence.
Can you publish replies for us?+
Yes, if you grant a manager role on your own profile. Many clients prefer to keep publishing rights internal and simply approve our drafts.
What about reviews we are already disputing?+
We keep the tone neutral and factual while a removal case is open, so nothing in the reply undermines the report.

Find out which reviews can be removed

Send your profile link and get a free written assessment within 24–48 hours.

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or call +1 773 541 4793 · +1 315 898 1150