Online reviews are the biggest influence on customers today. In 2024, the number of reviews grew by 13%, and 81% of them were on Google. This proves that a business’s online reputation is important to customers, who are eager to share feedback. For businesses with multiple locations, this is even more critical. Without the right tools, managing thousands of reviews across different locations can feel impossible, and every unanswered review increases the risk of damaging a company’s reputation.

Yet, many businesses still rely on outdated spreadsheets or partial monitoring tools, missing out on opportunities to improve service, retain customers, and rank higher in search results.

The solution? A purpose-built online reputation management (ORM) tool that brings all your reviews, insights, and responses into one place. In this blog, we review five of the best ORM tools for 2025, helping you find the right fit based on your needs, scale, and customer engagement goals.

1. Birdeye 

Birdeye is the leading AI company transforming how multi-location businesses manage reputation at scale. It’s trusted by over 150,000 businesses, including healthcare systems, auto dealerships, real estate firms, and retailers, to collect, manage, and respond to reviews automatically and intelligently.

What makes Birdeye stand out is its purpose-built GenAI platform. Products like Reviews AI, Insights AI, and Competitors AI enable businesses to respond faster, uncover actionable trends, and outperform rivals. You can manage reviews from 200+ sites, route alerts by location, and track sentiment across all your service areas.

Birdeye customers saw a significant increase in review volume and average ratings after implementing automated review requests and smart response workflows.

Pros:

  • Unified dashboard across all locations and platforms to manage reviews from over 200+ sites, including Google, Facebook, and industry-specific platforms, from a single interface with role-based access and filtering by location, region, or team. The intuitive design makes it simple for managers and staff to get up to speed quickly without lengthy training.
  • AI-generated responses with brand-safe personalization to automatically draft tailored replies based on review sentiment, customer name, and business context, helping teams save time while maintaining a human, on-brand tone.
  • Automated workflows to request reviews through SMS, email, webchat, and QR codes using customizable templates and logic-based triggers, all without manual follow-up.
  • Intelligent notification system to alert team members in real-time for negative reviews or keyword-based concerns, enabling proactive customer recovery.
  • Automated business profile optimization to keep business information consistent across 150+ directories like Google, Apple Maps, Bing, and Yelp with auto-sync and suggested optimizations for better local search performance. Customers report significant increases in positive reviews and better online reputations within months of implementation.
  • Smart sentiment and trend analysis at scale to surface operational issues, customer pain points, and sentiment changes, organized by location, region, or service line.
  • Offers a wide range of features under one intuitive dashboard, designed to adapt to unique business models, including acquisition-driven growth strategies.
  • Competitive benchmarking with actionable data to compare your review performance, sentiment, and ratings with local competitors, helping you pinpoint areas of strength and gaps to address.
  • Seamless CRM and tech stack integrations to connect Birdeye with CRMs, PMS, EMR systems, and marketing automation tools to automate review requests, personalize campaigns, and sync contact data.
  • Custom workflows for agencies and franchise networks to configure brand and location-specific rules, assign permissions, and route review workflows between marketing, operations, and customer service teams.

Cons:

  • With Birdeye’s advanced AI, businesses get comprehensive, all-in-one tools that evolve with their needs. There’s a bit of a learning curve, but teams usually pick it up quickly and see clear benefits.
  • Birdeye’s pricing model is tailored to give multi-location brands the best value. It might not suit single-location businesses, but it’s designed to support complex operations effectively.

2. Grade.us 

Grade.us is a solid option for agencies and franchisors looking to run review campaigns for multiple clients or branches. Its white-label capabilities allow you to create custom-branded review request funnels and automate outreach via SMS and email.

Pros:

  • Custom review campaigns with branding control
  • White-labeled dashboards for agencies and resellers
  • Easy integration with website widgets and landing pages
  • Multi-location reporting

Cons:

  • Inconsistent review request delivery, especially via SMS
  • No longer offers phone-based customer support
  • Limited industry-specific site integrations
  • Poor customization for niche markets
  • Complaints around sudden billing contract changes

3. Trustpilot 

Trustpilot is one of the most recognizable review sites globally, especially for B2C and e-commerce brands. Businesses can collect verified reviews through automated requests and display them using TrustBox widgets on their websites. While great for public-facing review generation, Trustpilot’s shortcomings include customer support challenges, high costs, and a lack of integrations with broader CX and CRM platforms.

Pros:

  • High trust factor and strong SEO performance
  • Verified review collection builds transparency
  • Review widgets enhance website conversion
  • Public credibility in global markets

Cons:

  • Poor customer service and support response time
  • Frequent billing issues and complaints about pricing changes
  • No integrations with CRM, CX, or messaging platforms
  • Not ideal for operational insights or sentiment analysis

4. NiceJob 

NiceJob helps small businesses and service providers turn happy customers into vocal brand advocates. Its review automation engine sends requests via text and email, follows up automatically, and even creates photo-centric success stories to boost social proof.

It’s best suited for solopreneurs or small who want a basic, affordable, easy-to-use review generation and marketing tool. 

Pros:

  • User-friendly with quick setup
  • Strong review generation and automation workflows
  • Social proof stories for websites and social media
  • Affordable pricing for SMBs

Cons:

  • Limited reporting and sentiment breakdowns
  • No review response automation or AI tools
  • Not designed for franchises or multi-location scalability

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5. Trustmary 

Trustmary focuses on leveraging customer reviews to drive conversions. Beyond collecting reviews, it allows businesses to embed testimonials, run A/B tests, and track impact on conversion rates directly through your site.

Pros:

  • Great for collecting and embedding video testimonials
  • A/B testing for testimonials and review displays
  • Clear attribution metrics for reviews and conversions
  • Supports both NPS and survey-based reviews

Cons:

  • No centralized review response system
  • Not optimized for franchises or multi-location setups
  • Lacks AI or automation for review replies
  • Limited integrations compared to enterprise ORM tools

How to choose the best online reputation management tool

Choosing the right ORM tool can transform scattered feedback into a strategic advantage. Prioritize tools that offer:

  • Unified dashboard to monitor and respond across all platforms from one place
  • Real-time alerts to act quickly on new or negative reviews
  • GenAI-powered responses for scalable, on-brand engagement
  • Sentiment analysis to detect customer trends and service issues
  • Data-driven reporting to benchmark performance and guide improvements
  • CRM and platform integrations to streamline workflows
  • Scalability and user controls for managing multiple locations, regions, or teams

These features ensure your ORM investment improves visibility, builds trust, and drives long-term growth.

Conclusion: Don’t leave your reputation to chance

Your online reputation isn’t something you can afford to manage passively. In 2025, every review is a decision point for potential customers, and the competition is just one search result away. Whether you’re a healthcare network, restaurant chain, or professional services group, a single negative review left unanswered can result in lost revenue and eroded trust.

Investing in the right online reputation management tool means turning every review—positive or negative—into an opportunity for growth. Tools like Birdeye go beyond basic monitoring. They offer intelligent automation, competitive insights, and GenAI-powered engagement to help you protect and grow your reputation at scale.

With customer expectations rising and digital influence expanding, there’s never been a better time to take control of your online narrative.

Start managing your reputation proactively. Don’t wait for a reputation crisis to realize the value of the right tools.