Review Responses on Behalf of Your Brand
We respond to reviews on behalf of your brand so that every reply builds trust: aligned with a unified Tone of Voice, internal guidelines, and SLA — resolving customer issues rather than sending generic replies.
Who it is for
- Brands with high review volumes
- Branch networks with inconsistent response quality
- Teams lacking the capacity for timely responses
Problems it solves
- Reviews go unanswered or receive generic replies
- Inconsistent tone across different branches
- No quality control over responses
What the work covers
How the process works
Tone of Voice
We define the communication style, scripts, and prohibited phrases.
Processing
We respond within SLA and escalate complex cases.
Quality Control
We review responses against QA checklists.
Reporting
We report on response speed, quality, and trends.
Channels and platforms
SLA and quality control
Target response times are defined in the SLA and tracked by platform and priority.
Analytics and reporting
- Response speed
- Response quality
- Share of reviews handled
What the client gets
- Fast, high-quality responses across all channels
- Unified Tone of Voice
- SLA reporting
Related services
Related materials
How to Respond to Reviews on Yandex Maps
Your responses on maps and location services are visible to every potential customer. We break down how to reply quickly, on point, and in a consistent tone — and how that affects your rating and local demand.
What Is Tone of Voice for Moderators
Tone of Voice turns scattered responses into a unified brand voice. We break down what it consists of and how to implement it across your moderation team.
FAQ
Through Tone of Voice guidelines, a knowledge base, scripts, and quality control — ensuring consistently strong responses across all branches and channels.
Ready to put your brand reputation in order?
We will show how your reputation system works today and propose a plan.