SERM Services: Search Engine Reputation Management

SERM (search engine reputation management) is work on what people see when they google your brand: the first two pages of results, review sites, maps and forums, plus timely replies to reviews and new materials that give searchers the facts.

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In short

We begin with an audit of brand queries: what Google shows for your name, products and executives, and the tone of each result.
Then we set up monitoring, reply to reviews on behalf of the company and publish materials on sites that rank for your brand.
In our experience, first changes in search results usually appear in 2–3 months, depending on the niche and the amount of negative content.
Reviews that break platform rules are reported to the platform; the platform decides on removal.
The cost depends on the number of queries and platforms and on how much negative content there is.

What our SERM services include

Brand query audit. We collect queries with your brand, product and executive names, including "reviews", "scam", "complaints" and similar tails, and record the top 20 results for each.
Tone map. Each result is marked as positive, neutral, negative or irrelevant, so it is clear which pages to work on first.
Review platforms. Google Business Profile, Trustpilot, industry review sites, marketplaces and forums where your clients write. We claim and complete company profiles where possible.
Monitoring. Daily or weekly tracking of new mentions on review sites, social media, forums and news sites.
Replies to reviews. Response scenarios for typical situations and written replies on behalf of the company, agreed with you for difficult cases.
Content for brand queries. Articles, interviews, case studies and profiles on sites that rank for your brand, so searchers find facts from you.
Collecting reviews from real customers. We set up a simple way for satisfied clients to leave a review: links after purchase, QR codes, email follow-ups.
Reports. Monthly report on search results for each query, new reviews, replies and the share of negative results in the top 10.

SERM and ORM: what is the difference?

ORM (online reputation management) covers everything said about a company online, including social media and the press. SERM is the part of ORM tied to search: the results a person sees after typing your brand into Google. Buyers, partners and job candidates usually start with that search. We work with both, and start where the business loses most: usually the first page of Google for the brand name and the rating on Google Maps.

How SERM work goes

Brand query audit. We collect brand queries and record what search shows for each one.
Strategy and priorities. We agree which results and platforms to work on first and how to reply to typical reviews.
Profiles and monitoring. We complete company profiles on review platforms and switch on mention monitoring.
Replies and content. We reply to reviews, publish materials and collect feedback from real customers.
Monthly report. We show changes in search results and ratings and adjust the plan.

How SERM work goes

How long does reputation management take?

In our experience, replies to reviews and completed profiles change the picture on review sites within weeks. Changes in Google search results for brand queries usually appear in 2–3 months, and a stable first page takes longer when there are many negative articles.

The timeline depends on how many negative results there are and how old and strong the sites are, on how quickly you approve replies, and on whether the cause of complaints is being fixed inside the company. SERM works best as ongoing monitoring after the first cleanup.

What affects the cost of SERM

We give a quote after the audit. The price depends on:

number of brand, product and executive queries to track;
number of review platforms, maps and forums;
amount and age of negative content in the top 20;
how many materials need to be written and placed;
monitoring frequency and reply speed you need.

What we need from you

A list of brands, products and people to monitor.
Access to company profiles on review platforms and Google Business Profile, if you have them.
Facts for replies: terms, conditions and a contact person who can resolve the client's issue.
Quick approval of replies to difficult reviews.

What you get and how we measure it

We measure SERM with numbers you can check yourself:

share of positive, neutral and negative results in the top 10 and top 20 for each brand query;
average rating and number of reviews on Google Maps and key review sites;
reply rate and reply time to new reviews;
list of new mentions and actions taken.

Why reputation work needs a team under contract

A careless reply to a review is public and can stay in search for years. The mistakes we see most often:

fake positive reviews from one IP or new accounts, which platforms detect and delete, sometimes with a penalty for the company;
aggressive replies that turn one complaint into a thread with dozens of comments;
legal threats to authors without a lawyer, which draw more attention to the review;
no monitoring, so a negative article sits in the top 3 for months before anyone notices.

Working with a Kyiv team remotely

We work remotely with companies in the UK, the EU and North America: video calls, email, Telegram or WhatsApp, and shared documents for plans and reports. Kyiv is on UTC+2 (UTC+3 in summer), so our working day covers most of the UK and EU business day and the morning on the US East Coast. You get one project manager who is responsible for the timeline.

Why clients trust us

More than 10 years in digital. Marketing MIX has been building websites and running marketing for over a decade, with the portfolio to show for it.
Clients outside Ukraine. Our portfolio includes projects for KidSup and Cookiddoo in Canada and MBSoy, an architectural studio in Finland.
One team for the whole chain. Strategy, website, SEO, ads and analytics sit with one team, so nothing gets lost between contractors.
A registered, verifiable company. Our DUNS number is 68-606-2061 and our NCAGE code is A3G3J; both can be checked in the Dun & Bradstreet and NATO NCAGE databases.
A real office in Kyiv. The studio is at 77 Velyka Vasylkivska St., Kyiv, and works remotely with clients in Ukraine and abroad.

FAQ

What is SERM?

SERM (search engine reputation management) is the management of what search engines show for your brand: brand query audit, review monitoring, replies, publications on ranking sites and regular reports.

What does a SERM service include?

A search audit for brand queries, mention monitoring, review responses, publications on ranking sites, collecting reviews from real customers and monthly reports.

How much does SERM cost?

The price depends on the number of queries and platforms, the amount of negative content and monitoring frequency. We send an exact quote after the audit.

When will I see results?

In our experience, first changes in search results usually appear in 2–3 months, depending on the niche and the volume of negative content.

Can a negative review be removed?

For reviews that break platform rules (spam, insults, fake accounts) we file a report; the platform decides on removal. Others we handle with a factual reply and new reviews from real customers.

Are you a SERM agency for companies outside Ukraine?

Yes. We work remotely and track English-language results by country in Google, as well as Google Maps and international review platforms.

Why hire an agency for SERM?

A poor reply to a review is public and can stay in search for years. An agency team monitors regularly, knows platform rules and works under a contract.