SaaS and software companies · Reputation management

A rival's rep is reading your reviews out loud inside your deal.

Reputation management for a software company covers the review sites, the forum threads and the search result a buyer reads while a security review is running. GullySales builds the review ask into the moments customers are happiest and prepares what gets said when something breaks publicly.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

Realistic editorial illustration of saas and software companies at work in the United States

What reputation management means

Reputation management is watching what is said about your business across Google, social media and review sites, and responding to it before it changes a buyer's mind. GullySales monitors mentions, drafts responses to negative reviews and flags recurring complaints back to your team.

Also for SaaS and software companies

Sales and marketing for SaaS and software companies, the overview.

Last updated 5 Oct 2026.

For SaaS and software companies

Where it usually goes wrong, and what we would do.

“Reviews are ammunition in somebody else's sales call”
A rival quotes your two-year-old one star in a live deal, and the only answer is a page of recent reviews saying something different.
“A forum thread is no place for a brand account”
A support engineer posting under their own name repairs a thread that a company account joining it would have made considerably worse.
“A buyer checks whether you will still exist”
Funding news, layoffs and employer reviews all get read during procurement, because renewing onto a company that folds is the risk they are paid to avoid.

What we do

What we deliver for SaaS and software companies.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

A review ask built into the good moments
The ask made after a successful onboarding, a support save or a renewal, following each site's own rules about what may be offered in return.
Result: Reviews arrive steadily instead of in one campaign.
Monitoring on the product name, not just the company
Alerts across review sites, the forums your users read, social and search for the product, the company and the common misspellings of both.
Result: A thread gets seen while it is still worth answering.
A written rule for who speaks in public
Who answers a review, who replies in a forum, what needs the founder, and which posts get no reply at all.
Result: Nobody improvises a response at eleven at night.
Templates for an outage and a pricing change
Wording prepared in advance for downtime, a deprecation and a price rise, so the first post is not written by somebody in a panic.
Result: A bad week does not become the search result.
Category listings kept current
Screenshots, feature lists, pricing and comparison entries checked across the sites where your shortlist gets made.
Result: Your listing stops describing last year's product.
Review recency and themes in the report
New reviews, the rating, what sits inside them and what your rivals gained, read against the baseline taken before the work started.
Result: A pattern in the complaints reaches the product team.

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How the result is measured

Average rating
Response time to reviews
Negative mentions resolved

Recorded as a baseline before work starts, so every later report has an honest comparison.

Read the full online reputation management page

What to do with each review

How to answer each kind of review a software company gets.

Praise on a review site: Thank the reviewer and name the feature they mentioned. Do not repeat marketing lines. Ask separately whether you may quote the review in a sales deck.
A bug complaint: Reply with the ticket status and the support route. Inside, check that the bug is logged, has an owner, and that the customer is told when it is closed.
Anger at a pricing change: Explain once why the plan changed and link the plan page. Check that existing customers were told by email before the change went live, not after.
Security or data worry: Do not discuss details in public. Point to the security contact and the page that describes your practices. Check that the page exists and is current.
Feature that was never built: Say whether it is on the roadmap in plain words without a date. Check that sales has not promised it in a demo, which is where this review usually starts.
Review that looks fake or from a competitor: Ask privately for the account email. If no account exists, or the review breaks the site's rules, report it through the site's own process and keep your reply short.

Who it is for

This is written for these SaaS and software companies.

Seed and Series A B2B SaaS still selling founder-led
Bootstrapped vertical SaaS with a small team
Product-led companies adding a sales motion
Developer tools moving upmarket into team plans
Healthcare, fintech and other compliance-heavy software
Agencies and services firms productising a platform
Marketplaces with a supply side to recruit
Companies with a full AE bench and no pipeline to feed it
Software companies entering the US from another market

Not for

It is not the right fit if.

Your product has a known bug that customers are still hitting, and fixing it comes before managing what they say
You have too few customers to show on a review site, so the page would look empty to a buyer

How it works

How the reputation management work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

1
Search your name as a stranger would
We search the business, its main product names and the owner's name, on a phone and a laptop, and record what appears.
2
Catalogue every mention
Reviews, news, listings, social posts and forum threads are sorted into accurate and positive, accurate and negative, and wrong. Each group gets a different action.
3
Agree the replies and the owner of each
Replies are drafted and approved by you. Anything involving a refund, a clinical matter, a legal claim or a named employee goes to the right person in your business before anything is posted.
4
Fix what you control
Listings, profile details and your own pages are corrected, and pages worth ranking for your name are strengthened with accurate information.
5
Monitor and report
The agreed places are checked on the agreed schedule. The name search is repeated and compared with the first record.

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

Step 1
Sales audit
Find where deals are being lost and what to fix first.
Start here if you cannot say where orders are lost.
Step 2
Sales process design
One written way to sell, from first enquiry to repeat order.
Start here if every salesperson sells differently.
Step 3 · you are here
Sales management
A target, a review routine and someone who owns the number.
Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need

Can we offer something in return for a review?

Only what the site itself permits, and each one writes its own rules. Incentives arranged outside those rules get reviews pulled and the profile flagged. Ask at the moment a customer is already pleased and most of the problem goes away.

Should we answer an angry post on a forum?

Yes, from a named person who can fix the thing, and never from a company account defending the company. Answer the technical point and offer a direct channel. Readers judge the reply, not the complaint.

Can we quote our review-site ratings in our sales deck?

Quote only what is on the page today, with the site name and the reviewer's role, and only if the site's rules allow reuse. Do not round up a rating or pick one review as if it were typical. Update the slide when the page changes.

A customer's review mentions a bug we have since fixed. Can we ask them to update it?

You can tell them privately that it is fixed and ask them to try again. Do not ask them to change or remove the review, and do not offer anything for it. Reply publicly that the fix is released.

How much does it cost?

There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.

How long is the contract?

The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.

How soon will we see results?

It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.

Who will actually do the work?

The person you speak to before anything starts. We work from one office in Nagarbhavi, Bengaluru, with no account managers in between.

What do you need from us?

Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.

What if we are not happy with the work?

Tell us and the plan changes. Everything is reported against the baseline, so a number that is not moving is visible to both sides. The term is in your written scope, and the refund and cancellation policy sets out the rest.

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