Negative reviews go unanswered
People report problems and the company stays silent. New customers see both the complaint and that silence.
Marketing
Online reputation management — SERM
We review what people see when they search for your company, prepare review responses and establish an enquiry-handling process. No manipulation, fake reviews or attempts to hide honest criticism.
What reputation management means at Eqvola
SERM manages what people see when they search for your company or product name: reviews on maps and platforms, and mentions in media, social networks and forums. We assess the current picture and establish a regular process for handling it.
No manipulation or fake reviews. We do not write reviews posing as customers, buy ratings or create fake accounts. These practices violate platform policies and undermine trust itself.
We do not remove honest negative feedback. When someone describes a real experience, we respond to the issue and pass the problem to those who can resolve it. We report reviews through platform tools only if they violate its policies; the platform makes the decision.
Reputation depends on more than replies. Repeated complaints usually indicate a product or service problem. We highlight these patterns; you decide what to change operationally.
When you need this service
You do not know what people are saying
Mentions are scattered across platforms and nobody monitors them regularly.
Everyone responds differently
One manager apologises, another argues and a third says nothing. Shared rules and tone are needed.
A wave of criticism after a failure or mistake
An incident is being discussed publicly. It is important to gather facts and respond consistently without arguments in the comments.
Before launching advertising or a new business line
People who see ads often look for reviews. It is worth checking in advance what they will find.
You may need something else
Need to complete location profiles on maps → Local visibility and Google Maps
Need comment moderation on your social accounts → Community moderation and development
Need media publications and comments → PR and media relations
What reputation management includes
Reputation audit
- checking search results for the brand, products and key people;
- a list of platforms where you are mentioned;
- analysis of sentiment and recurring review themes;
- checking that your profiles are complete and current.
Rules and responses
- response rules: tone, boundaries and what may or may not be promised;
- templates for common situations, adapted to each review;
- procedures for passing complaints to responsible people in the company;
- an action plan for a wave of criticism.
Ongoing work
- monitoring new mentions and reviews;
- preparing and publishing approved responses;
- reminding real customers to leave reviews, without rewards for ratings or selecting only satisfied customers;
- a report on mentions, complaint themes and profile changes.
HOW WE WORK
How the work progresses
You approve response rules and complex cases; we handle monitoring and response preparation.
- 01
Introduction and access
We discuss your concerns, important platforms and who is responsible for service. Profile access is granted through roles, without passwords.
- 02
Reputation audit
We collect search results for your name and platform feedback. Deliverable: a reputation overview with recurring themes and priorities.
- 03
Rules and templates
We agree tone, boundaries and complaint handover procedures. Deliverable: a document anyone on the team can use to respond.
- 04
Ongoing review management
We monitor new mentions, prepare responses and agree complex cases with you.
- 05
Report and findings
We summarise changes, recurring complaints and recommended improvements to the service or product.
What you receive
A reputation map
Where you are mentioned and what is said, including sentiment and recurring themes.
Response guidelines
Tone, boundaries and examples for common situations in one document.
Complaint-handling procedures
Who receives the complaint, who responds and how the problem reaches a resolution.
A crisis response plan
Initial steps, responsible people and draft responses if criticism suddenly increases.
Regular reports
New mentions, responses, complaint themes and service recommendations.
What we need from you
- role-based access to map and review-platform profiles, without sharing passwords;
- someone to approve responses and decisions on complex complaints;
- contacts responsible for service, delivery or quality;
- information about known incidents and actions already taken;
- willingness to change the process if complaints recur.
A response helps, but does not replace solving the problem customers are reporting.
What determines the cost
Ways to work together
Audit and guidelines: reputation assessment, response rules and complaint-handling procedures your team can then use independently.
Ongoing support: mention monitoring, response preparation and reports on an agreed schedule.
What determines the cost
- the number of platforms and locations;
- the number of reviews and mentions;
- the languages in which responses are needed;
- whether a crisis response plan is needed.
What is paid for separately
- paid mention-monitoring services, if required;
- advertising and paid placements, if agreed separately.
FAQ
Reputation management questions
Can’t find your question?
Send it through the form and we will reply.
Go to formCan you delete a negative review?
We do not delete or hide honest feedback about a real experience. If a review violates platform policies, for example through abuse or spam, we report it using the platform's tools. The platform decides, so we cannot guarantee removal.
Do you write positive reviews?
No. Invented reviews, purchased ratings and fake accounts violate platform policies and mislead people. Instead, we set up reminders for real customers to leave reviews.
What can be done about a false article or mention?
We gather facts and prepare a response or a correction request to the publisher or platform. They decide whether to correct it. We do not handle legal removal procedures; that is a lawyer's work.
Who responds to reviews: you or us?
As agreed. We can publish responses under approved guidelines or train your team. Cases requiring a company decision are always agreed with you.
How does SERM differ from local promotion?
Local promotion covers your location profiles on maps. SERM covers all places where you are mentioned and the process for handling feedback. These services are often combined. All questions and answers
Marketing · group 08
Reputation and public communication
- Online reputation management — SERM
- PR and media relations
- Personal branding for business owners and experts
YOUR NEXT STEP
Let’s discuss your task
Tell us what you have, what is not working and what result you expect. We will review your enquiry, clarify the details and suggest the next step.