Review Management for Major Brands
We take ownership of the entire review lifecycle for your brand: from monitoring across all platforms to responding per protocol, analyzing the root causes of negative feedback, and disputing inappropriate content. We turn a fragmented stream of reviews into a managed feedback system.
Who it is for
- Brands with high review volumes on maps and location services, app stores, and review platforms
- Branch networks with inconsistent response quality across regions
- CX and service teams that need analytics on the root causes of negative feedback
- Marketing teams for whom ratings and reviews are part of the conversion funnel
Problems it solves
- Reviews are handled slowly or not handled at all
- Inconsistent tone and quality of responses across branches
- No classification or analysis of the root causes of negative feedback
- Inappropriate reviews go undisputed
- Ratings are declining and the team can't keep up with responses
What the work covers
How the process works
Review Environment Audit
We map all platforms and assess the volume, sentiment, speed, and quality of current responses.
Protocols and Tone of Voice
We define the response standard, scripts, prohibited phrasing, and escalation rules.
Operational Processing
We respond, classify, and escalate requests per SLA, 24/7.
Disputes and Analytics
We file substantiated disputes for inappropriate content and analyze the causes of negative feedback.
Reporting
We track rating trends, topics, SLA performance, and provide management-level conclusions.
Channels and platforms
SLA and quality control
Target first response times are defined by priority and platform, SLA compliance is monitored and reflected in reporting.
Analytics and reporting
- Rating trends by platform and branch
- Topics and root causes of negative feedback
- Response speed and quality
- Share of reviews handled and share of inappropriate content disputed
- At-risk regions and branches
What the client gets
- A managed review environment with a unified response standard
- Protocol, Tone of Voice, and a knowledge base
- Regular reports with business insights
- Reduced share of unanswered reviews and improved ratings
Related services
Related materials
ReviewsHow Brands Should Handle Negative Reviews
Negative feedback is not a crisis — it's a signal. We break down how to turn scattered negative reviews into a managed feedback system: from response speed to root-cause analytics.
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.
FAQ
No. We grow the review environment ethically: fast responses, improving service quality, and encouraging feedback from real satisfied customers. Review manipulation and fake reviews are a grey area we do not operate in.
Platforms only remove reviews that violate their policies. We help identify and file substantiated disputes for inappropriate content, but we do not guarantee the removal of any negative review.
Target response times are set in the SLA by priority and platform, and are actively monitored. For priority channels, this is typically a matter of minutes to hours.
Ready to put your brand reputation in order?
We will show how your reputation system works today and propose a plan.