For agencies that grow D2C brands
What should review and mention monitoring catch for every brand you manage?
Review and mention monitoring means reading every new review and every off-site mention of a brand each day, then sorting them by what needs a reply first: low ratings, reviews left unanswered and complaints that repeat. Done well, your team replies before the brand notices, with a draft ready to approve.
89% of shoppers expect a business to reply to reviews · 19% expect a reply the same dayBrightLocal · Local Consumer Review Survey 2026 · US panel of 1,002 adults · Feb 2026
What you'll see in 10 minutes
- Your first brand's report, built from its domain alone.
- Its brand mentions run: where the brand is talked about off its own site.
- Its Google reviews, read in once you connect the brand's Business Profile.
Why do agencies hear about a bad review from the brand first?
Monday, 9:10. The brand's founder forwards a one-star Google review from Saturday night, with one line: "Did you see this?" Nobody had. The review has sat unanswered all weekend, on the profile shoppers check before they buy.
The wait is the cost. In BrightLocal's 2026 survey, 81% of shoppers expected a reply within a week and 19% expected one the same day, up from 6% a year earlier. The same shoppers use six review sites on average, so checking one brand's Google profile on Mondays leaves most of it unwatched. Here is what each way of checking actually catches.
| What you need | Checking by hand | Google Alerts | ai-dm |
|---|---|---|---|
| New Google reviews | When someone remembers | Not covered | Daily, from each connected Business Profile |
| Off-site mentions | When someone searches | Some new web pages, by email | Daily, across the web |
| Every brand at once | One brand at a time | One alert per brand name | All brands, sorted by what needs you |
| What to answer first | Guesswork | Not covered | Sorted by rating, age and repeat complaints |
| A reply ready to send | Written from scratch | Not covered | Drafted, posted only after approval |
Business Profile notifications help too, but they arrive one profile at a time and say nothing about the rest of the web. With ten brands, that is ten inboxes and no order of work.
What should you track besides the star rating?
A 4.3 average hides the review that is costing sales today. The rating moves slowly; the problems behind it show up first as single reviews and mentions. Track five things for every brand.
New reviews, the day they land
The rating, the text and the platform, so a one-star review on Saturday is seen on Saturday.
Reviews still waiting for a reply, and their age
An unanswered review gets older in public. Age is what turns a fair complaint into a pattern of silence.
Complaints that repeat
The same issue in two or more reviews, such as late delivery or broken packaging, is an operations problem the brand needs to hear about.
Off-site mentions
Blog posts, news stories, forum threads and social posts that name the brand, including questions nobody has answered.
Rivals' ratings and review counts
Shoppers compare brands side by side. A rival collecting reviews faster changes how the brand looks, even if its own rating holds.
Mentions now include AI answers too. When a shopper asks ChatGPT about the category, the brands it names are the new word of mouth, so track AI search visibility alongside reviews.
Sort a brand's reviews into a reply queue
Enter a brand's recent reviews: the rating, how many days ago each was posted, the issue it raises and whether it has a reply. The queue sorts what to answer today and flags complaints that repeat.
- ★2 · 2 days ago · deliveryreply today
- ★4 · 9 days ago · no issuereply today
- ★4 · 1 day ago · deliveryreply this week
Delivery comes up in 2 reviews. Reply to each, then tell the brand: the fix is in delivery, not in the reply.
Free, no login. The starting reviews are an illustrative example. Reply windows follow BrightLocal's 2026 survey: 81% of shoppers expect a reply within a week.
Which reviews and mentions should get a reply first?
Answer in order of what the next shopper will read. A reply is public: it speaks to everyone deciding whether to buy, not only to the reviewer. Work down this list for each brand, every day.
Low ratings with no reply
A one- or two-star review without an answer is what the next shopper reads as the brand's response.
Anything unanswered for more than a week
81% of shoppers expect a reply within a week (BrightLocal, 2026). Past that, the silence becomes the story.
Complaints that repeat
Reply to each one, then send the pattern to the brand. The fix is in the product or the delivery, not in the reply.
Mentions that ask a question
A forum thread asking whether the brand is genuine is a sale waiting for an answer.
Positive reviews
Thank them in the brand's own words. Half of shoppers say templated replies make them less likely to choose a business (BrightLocal, 2026).
(login required) · Walk into Monday with the weekend's reviews already answered.
How does ai-dm monitor reviews and mentions for every brand?
Every morning, for every brand. ai-dm reads new Google reviews from each brand's connected Business Profile and finds new mentions of the brand across the web. It sorts them by rating, age and repeated complaints, and drafts a reply in the brand's own voice for your team to approve. Every brand's reviews sit in the morning view of every brand you manage, next to its other channels.
★★☆☆☆ "Serum arrived with a cracked cap, second time this month."
"Five coffee subscriptions worth trying this year" names the brand third.
"Has anyone ordered from Kora Loom? Is it genuine handloom?" No replies yet.
reply drafted for Dewleaf Skincare · waiting for approval
"We're sorry the cap arrived cracked again. That isn't good enough. We've sent a replacement and are changing how we pack this serum. Thank you for telling us."
In this illustrative example, three brands have something new this morning. Dewleaf Skincare has a two-star Google review about a cracked cap, the third packaging complaint, with a reply drafted and waiting for approval. A blog post names Terra Brew Coffee third in a list of coffee subscriptions. A forum thread asks whether Kora Loom Home is genuine, with no replies yet.
Reviews feed local search. Google says the number of reviews and positive ratings can help a business's local ranking, and that replies show shoppers the business values feedback (Google Business Profile Help). When a brand's ratings drop faster than usual, it arrives as a daily change alert, measured against that brand's normal week.
On our own brand. ai-dm tracks Moolwan's reviews and the gaps in them every day, and Moolwan sits #2 of 17 nearby competitors in the Google Maps local pack (ai-dm · Local presence · Sep 2026). One person replies, using the same drafts you get when you reply to reviews and comments for any brand. You can watch ai-dm run Moolwan, with the source and date of every number.
Related pages
Questions agencies ask about review and mention monitoring
What is review and mention monitoring?
Review and mention monitoring is reading every new review and every off-site mention of a brand each day, then deciding what needs a reply first. Reviews are what shoppers leave on platforms such as Google; mentions are blog posts, news stories, forum threads and social posts that name the brand. ai-dm runs both for every brand you add, from its domain and its connected Business Profile.
Which review sites and mentions does ai-dm read?
ai-dm reads Google reviews from each brand's connected Business Profile and finds new mentions of the brand across the web. Connect a brand's Business Profile to bring its reviews in; mentions work from the brand's domain alone. If a brand depends on a review site you need covered, ask the founder on WhatsApp before you sign up.
Does ai-dm reply to reviews on its own?
No. ai-dm drafts a reply for each review that needs one, and nothing is posted until a person on your team approves it. You can edit the draft or dismiss it. Every approved reply is recorded, so you can show the brand what was said and when.
Is it fine to reply to every review with the same template?
It is quicker, but it costs trust. In BrightLocal's 2026 survey, half of shoppers said templated or generic replies make them less likely to choose a business. ai-dm writes each draft from the brand's own voice and the review's details, so your team edits a specific reply instead of pasting a generic one.
Can we get a negative review removed?
Only if it breaks the platform's rules, such as spam, a conflict of interest or offensive content; a review cannot be removed just for being negative. For everything else, a fast, specific reply is the better move, because shoppers read the reply as much as the review. ai-dm flags low ratings the day they land so the reply comes quickly.
How is this different from Google Alerts?
Google Alerts emails you new web pages that contain a name. It does not read Business Profile reviews, does not tell you which mention needs an answer first and needs a separate alert for every brand. ai-dm reads reviews and mentions for all your brands each morning, sorted by what needs your team, with replies drafted for approval.
No plan to pick. Billed in USD and INR. A brand's data is deletable on request.