What is Online Reputation Management?

With the explosive growth of social media, review sites, influencers, and online content, it's more important—and more challenging—than ever to actively manage online conversations about your brand. Online reputation management (ORM) services will help you understand your brand's reputation based on online feedback and comments so you can identify opportunities for proactive engagement, minimize negative sentiment, and create and amplify positive moments with your customers to lift your brand perception and loyalty.

Maximize online customer relationships and gain insights that drive loyalty with the right ORM ecosystem

An online reputation management ecosystem provides the support you need for online conversations about your brand to be monitored, tracked, analyzed, and addressed. Effective ORM will help you process feedback from multiple sources, improve the customer experience, strengthen brand loyalty, and influence every consequential conversation about your business that happens online.

Our Online Reputation Management Services


Online Listening

Using customized data mining tools, we extract relevant chatter around your brand across a wide range of online platforms and channels. This includes social media mentions, conversations, news, business listings, and other pages or posts about your organization. We then leverage this information as a powerful resource for you to enhance the customer experience and build your brand.

Online Listening

Social Customer Relationship Management (CRM)

Social CRM brings critically important social media engagement into Customer Relationship Management. Social CRM allows you to monitor customers’ comments about your brand on social media, resolve their complaints effectively, and amplify their compliments. We streamline all your social media conversations to create an outstanding customer experience for your brand across every social network.

Social CRM

Market Intelligence

HGS Digital monitors your brand's online health in real-time, streamlining the customer engagement process, and tracking discussions around you and your competitors. We provide you with an easy-to-understand dashboard showing how people see your brand, combined with emerging market trends and customer behavior. These insights enable you to make informed business decisions and be the quickest innovator to capitalize on evolving market demands.

Market Intelligence

How ORM Creates Value for Your Brand

How online relationship management creates value for your brand

How The ORM Ecosystem Works

How the ORM Ecosystem works together

Our Approach: Custom ORM Solutions for Your Brand’s Needs

How Element customizes ORM solutions for your brand

HGS Digital's ORM experts approach each engagement as problem solvers, helping you with every aspect of your ORM journey, from software selection and implementation to understanding your audiences and developing unique engagement strategies. We can provide the best practices playbook for launching a large-scale and efficient operation that delivers high quality responses. Perfected through more than 10 years of experience—over 500,000 man hours every year—providing social customer care for some of the world’s most admired brands.

Dedicated ORM Agents for Your Contact Center

As more customers prefer to engage online vs. over the phone, online support agents have become critical to maintaining and improving customer satisfaction for major enterprises. We can provide fully outsourced teams of agents to help with online engagement, customer queries and technical support functions. We can also integrate ORM tools with your existing CRM systems for a 360-degree view of your customer interactions. Your dedicated team of professionals is available for the business days and hours of your choosing, or for full 24/7 support, including scaling options for high-activity events. Onshore/nearshore/offshore staffing options allow for flexible availability and multi-language support.

How to Measure Success for an ORM Program

Net Promoter Score

Your NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, so the final value can range anywhere from -100 to 100.

Share of Voice

SOV measures the percentage of conversations happening across all statistically significant social media channels about your brand compared to your competitors'.

Response Time

The time taken to respond to a query, response time begins when the query is first sent and ends when a response is given, including waiting time.

Resolution Time

This key metric for assessing team efficiency is a measure of the time between the opening of a customer query case and ending when that case is closed.


Nurture your brand’s reputation online.

HGS Digital brings in the right processes, expertise, and resources you need to monitor and nurture your brand online. We help you take control of your brand's perception, drive revenue through social engagement, and consistently communicate the right story for your target audience.

Reach out to our Web Experience Experts to get a free blueprint for bringing your Internet, Intranet, or portal web site to the next level.

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