General
Rick Bengson
Founder, CEO
Online reputation management (ORM) is the practice of monitoring, shaping, and protecting how your business appears across search engines, review platforms, and social media. It covers everything from responding to a bad Google review to suppressing a damaging news article buried on page one of search results.
The two main ways to do it: hire an ORM company to manage it for you, or use reputation management software to manage it yourself. Understanding the difference between these two approaches and where each actually earns its cost is what most guides skip over.
They're not interchangeable. One is a service. The other is a tool. Choosing the wrong one doesn't just waste money it wastes months.
A reputation management agency assigns a team to your account. Depending on the retainer level, that team might include a strategist, an SEO specialist, a content writer, and a PR coordinator. Their job is to execute a custom plan on your behalf you stay hands-off.
What agencies typically handle:
This is genuinely valuable work. The problem is the pricing model often doesn't scale down for businesses that only need a fraction of these services.
Agency pricing structure: Most agencies use monthly retainers ranging from $1,000 to $50,000+, typically locked into 6–12 month contracts. Project-based pricing exists for specific needs like content removal, ranging from $1,000 to $50,000 per project. Hourly consulting runs $50–$500/hour.
Reputation management software automates the monitoring and review generation tasks that agencies would otherwise do manually at a fraction of the cost.
Modern platforms like ReviewCrusher, Birdeye, Podium, and NiceJob connect directly to your Google Business Profile, Facebook page, and dozens of review sites. They send automated review requests to your customers, aggregate incoming reviews into a single dashboard, alert you to new mentions, and give you response templates so nothing slips through.
What software typically handles:
What it doesn't handle: Content suppression campaigns, crisis PR, high-authority negative article removal, or any proactive SEO strategy beyond review generation. Software is a tool — it amplifies your effort, but it requires someone to use it.
Software pricing: Entry-level plans start at $29–$100/month. Mid-tier platforms with full automation run $150–$500/month. Enterprise-level solutions with multi-location management can reach $500–$1,000/month — still far below agency rates.
This is the question most comparison articles avoid — and it matters enormously before you commit to a contract.
With an ORM agency:
Agencies set these timelines honestly because reputation repair through SEO and content is a slow process. Anyone promising faster results is either overselling or using shortcuts that create new problems.
With reputation management software:
Software solves the review volume problem quickly. It does not solve the content suppression problem at all.
Pros:
Cons:
Pros:
Cons:
Scenario 1: Local service business with few online reviewsA plumber, dentist, or restaurant that has a decent reputation but not enough reviews showing up online. The fix here is purely a volume problem more review requests sent to happy customers. A $75–$150/month software subscription handles this entirely. An agency would charge 10–20x more for the same outcome.
Scenario 2: Business recovering from a wave of negative reviewsIf you've got 40 reviews and 12 of them are negative, no agency can delete those reviews. What you need is volume — new positive reviews diluting the old ones. Software wins again here, and costs far less.
Scenario 3: Negative content ranking on page one of GoogleA news article, a Reddit thread, or a blog post with your brand name in the headline ranking in the top 5 search results. This is where an agency earns its fee. This requires an SEO-driven content suppression strategy, and software doesn't come close to solving it.
Scenario 4: Multi-location retail or healthcare businessManaging reviews across 20+ locations is a logistical nightmare without automation. Enterprise reputation management software with multi-location dashboards handles this at a fraction of what agency management per-location would cost. Software wins clearly here.
Scenario 5: Startup building reputation from zeroNo reviews, no press, no brand mentions. You need a foundation, not damage control. Software to generate early reviews combined with basic content marketing is the right approach. An agency retainer at this stage is premature and expensive.
Scenario 6: Corporate or public-figure reputation crisisViral negative press, misinformation spreading through media, or coordinated negative review campaigns. This is the one scenario where a full-service ORM agency with PR relationships and legal partners is the only viable path. Budget $5,000–$20,000/month and expect a 6–18 month campaign.
Most articles comparing ORM companies to software fail on two specific points.
First, they conflate review management with reputation management. These are related but different disciplines. Review management is the day-to-day work of generating, monitoring, and responding to customer reviews — a task software handles superbly. Reputation management in its fullest sense includes controlling what appears in search results for your brand name, which is an entirely different problem requiring SEO expertise.
Second, they treat agencies as a single category. A boutique ORM firm specializing in reputation recovery for executives is doing fundamentally different work than a local marketing agency that added "reputation management" to their service list. The price difference between them is enormous. The outcome difference is even larger. Before you sign any agency contract, ask specifically: what percentage of your clients' campaigns involve content suppression vs. review management? The answer tells you whether you're talking to a real ORM firm or a generalist with a keyword on their homepage.
The actual right answer for most businesses: Start with reputation management software to handle the day-to-day. Engage an agency selectively — for initial strategy, crisis situations, or specific high-stakes content removal. The hybrid approach typically means $100–$300/month in software costs plus occasional project-based agency fees, versus $1,500+/month in ongoing retainer fees for services largely automated by good software.
The data makes a strong case. Research consistently shows that 90–92% of consumers read online reviews before making a purchase decision. A single negative review can deter roughly 22% of potential customers. Three or more negative articles appearing in search results pushes that abandonment rate to 59%.
Framed differently: if your business generates $500,000/year in revenue, and poor online reviews are causing 15% of potential customers to choose a competitor, that's $75,000/year in preventable lost revenue. A $150/month software subscription $1,800/year that systematically increases your review volume and average star rating has a return that makes almost every other marketing spend look modest.
The question isn't whether ORM is worth it. The question is which approach delivers that return at the right cost for your specific situation.
Most businesses searching for online reputation management companies are being funneled toward agency solutions that cost 10–20x more than what their actual problem requires. If your issue is review volume or monitoring, reputation management software solves it faster, cheaper, and with no long-term contract risk.
If you're dealing with serious content suppression needs or an active crisis, an agency is the right call but go in knowing what you're paying for and why.
For businesses that want the automation, simplicity, and ROI of software without the complexity of stitching together multiple tools, ReviewCrusher is built to handle the full review management lifecycle in one place from generating new reviews to monitoring and responding across platforms. No agency markup. No six-month contract. Just results.
Online reputation management is the practice of monitoring and influencing how your business appears online on search engines, review sites, and social media. It works by combining review generation (encouraging happy customers to leave feedback), review monitoring (catching and responding to new reviews quickly), and content strategy (publishing material that shapes what search engines show when someone searches your brand name).
Agency pricing typically ranges from $500 to $2,500/month for small businesses, $2,500 to $10,000/month for mid-sized companies, and $10,000 to $50,000+/month for enterprise-level or crisis campaigns. Most agencies require 6–12 month contracts. Content removal projects are typically priced separately at $1,000–$20,000 depending on the authority of the source.
Reputation management software for small businesses typically starts at $29–$100/month. Full-featured platforms with review automation, multi-platform monitoring, and response tools run $150–$500/month. Enterprise platforms with multi-location management can reach $500–$1,000/month. Most offer month-to-month billing with no long-term contracts.
Review management focuses specifically on generating, monitoring, and responding to customer reviews on platforms like Google, Yelp, and Facebook. Reputation management is a broader discipline that also includes search engine results management, content suppression, PR strategy, and brand monitoring across news and social media. Most small businesses need review management, not full-scale reputation management.
For most small businesses particularly those whose primary challenge is not enough positive reviews rather than damaging press coverage software is not just good enough, it's the smarter investment. It automates the highest-ROI activity (review generation) at a fraction of the agency cost, with no long-term contracts and results that show up within weeks.
Stop juggling reviews across different platforms. Centralize everything with ReviewCrusher’s review management software and start getting more reviews in less time.
