Online Reputation: Monitor and Manage Your Google, Facebook and Trustpilot Reviews
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Online reputation is the image your business projects on the web — and for a local business, it plays out first in customer reviews. 9 in 10 consumers read them before walking in or placing an order. The good news: online reputation can be managed. Here’s how.
Where your reputation plays out
Your reviews are scattered across several platforms, and each has its own audience:
- Google: the most decisive for local, tied directly to your visibility on Maps.
- Facebook: recommendations and social word of mouth.
- Trustpilot: a reference for e-commerce and services, strong on trust.
- Depending on your sector: TripAdvisor, industry-specific platforms.
Monitoring a single platform means reading only part of what’s being said about you.
The 3 habits of a managed reputation
- Monitor — know, every day, what’s published, everywhere. A negative review left unanswered for two weeks does more damage than the review itself.
- Reply fast and well — within 48–72h, with a genuine, personalized reply. See our 6 examples. For abusive reviews, see report/delete a review.
- Feed it — generate recent positive reviews so the rating reflects reality (get more reviews).
Turning reviews into a lever
Beyond image, reviews are a goldmine of information:
- recurring negatives (waiting times, cleanliness, wrong hours) point to what to fix first;
- positive quotes make excellent arguments on your site and social channels;
- on Google, they directly feed your local SEO.
The multi-platform trap
The real problem isn’t replying — it’s tracking everything without missing anything, across Google, Facebook and Trustpilot at once, sometimes over several locations. Juggling tabs guarantees a review will slip through.
Looking for a tool to centralize all of this? Our review management software comparison covers the options and their prices.
Comparing the tools on the market? Read our take on Partoo: reviews, pricing and an alternative.
Horair aggregates your Google, Facebook and Trustpilot reviews in a single dashboard, with alerts and a team history — and syncs your hours and info along the way to eliminate the leading cause of negative reviews. Create your free account and take back control of your online reputation.