What is online reputation management software?
It's software that helps you collect, monitor, and respond to reviews across sites, and use that feedback to improve customer experience and trust.
Why is reputation management important?
Because most customers check reviews before choosing a business. Strong review coverage and fast responses increase trust, conversion, and brand perception.
What should a good reviews platform include?
A unified inbox across review sites, review request automation, AI-assisted replies with tone/policy controls, routing/escalation, analytics (sentiment/themes), and performance reporting by location and team.
How is pricing typically structured?
Usually based on the number of locations and the modules you enable (reviews, messaging, analytics, automations, etc.).
What reporting and analytics should I expect?
Tracking by location/region, review site, rating trends, response rate and response time, sentiment/themes, and recurring issues—plus comparisons across locations.
Can I request reviews from customers?
Yes. Asking customers for feedback is standard practice and helps you generate consistent review volume and capture issues early.
Can I filter out unhappy customers from review requests?
It's generally discouraged. "Review gating" can violate platform policies and damage trust. The safer approach is to collect feedback broadly and use service recovery to improve outcomes.
Should I offer incentives for reviews?
Usually no. Incentivized reviews can violate platform rules and reduce credibility with customers.
Should I send reminders for review requests?
Yes—carefully. Reminders can boost completion rates when timed reasonably and not overused.
How fast should I respond to reviews?
As fast as possible—ideally within 24 hours. Quick responses reduce escalation, improve sentiment, and show accountability.
What's the best way to respond to negative reviews?
Acknowledge the issue, apologize when appropriate, offer a resolution path, and take the conversation offline. After resolving, you can invite the customer to update their review.
How do I handle spam or fake reviews?
Report them through the review platform's dispute process and document supporting evidence. Continue responding professionally where appropriate.
Why should I promote my reviews?
Because reviews build trust and influence purchase decisions. Featuring reviews on your website and marketing channels can increase conversion.
Should I hide negative reviews on my website?
Most brands avoid hiding them. Showing a balanced, recent feed looks more authentic—then use strong response and recovery to improve your overall rating over time.
Can we customize the AI tone and brand voice?
Absolutely! You can create custom voice profiles, set tone presets (professional, friendly, apologetic, grateful), use templates for common scenarios, and define do's and don'ts. The AI learns your brand voice to ensure every reply sounds authentically you.
How do you prevent mistakes or inappropriate replies?
We have multiple safety layers: (1) Risk flags for PII, threats, legal issues, and safety concerns, (2) Required approval workflows for sensitive cases, (3) Brand voice rules and guardrails, (4) Full audit logs of who approved what, and (5) Required snippets for compliance (hours, policies, contact info).
Will this work for multiple locations?
Yes! BrandCompanion is built for multi-location businesses. You get location grouping, role-based permissions (owner, manager, staff), performance dashboards by location, and the ability to assign reviews to specific team members or locations.
How long does it take to get started?
Most teams are up and running in under 15 minutes. Connect your review sources, set up your brand voice rules, configure auto-approval settings, and start drafting replies. Our onboarding team helps enterprise customers with custom setup and training.
Is my data secure and private?
Absolutely. Our AI assistant is designed with enterprise-grade security practices and compliant with global data protection standards including GDPR, ISO 27001, and SOC 2 Type II. We use end-to-end encryption, role-based access controls, and maintain strict data privacy policies. Your guest data and operational information are never shared with third parties or used to train public AI models.
What happens to reviews that need follow-up actions?
BrandCompanion closes the loop! You can create action items (refunds, staff coaching, quality checks) directly from reviews, assign them to team members, track status (open/in-progress/done), and optionally create tickets in your support system (Zendesk, Jira, etc.).