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How A Virtual Assistant Can Help With Online Reputation Management


Barnaby Lashbrooke

Founder and CEO of Time etc, author of The Hard Work Myth

8 minute read

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There's no denying that the digital revolution has completely changed the way we access knowledge, make decisions, and communicate with each other.

Not only has this given us the power to stay connected and share our social lives with friends and family, but we can also share our opinions about businesses and brands.

And when 88% of consumers read online reviews and trust them as much as personal recommendations, this means that consumers in today's world have more power than ever before to dictate which brands are successful and which ones are not—simply by sharing their experiences.

So as a business owner, it’s in your best interest to be proactive with online reputation management (ORM). After all, prevention is better than a cure.

But in reality, finding enough time and resources to dedicate to managing your online reputation can be much easier said than done when you're busy running your own business.

This is where a virtual assistant (VA) comes in.

In this guide, we will explore the importance of online reputation management, its impact on business growth, and the specific tasks that can be handled by a virtual assistant to ensure a strong and positive online presence.

Understanding online reputation management

Online reputation management refers to the practice of monitoring, influencing, and managing a business's reputation on the Internet. It involves the process of actively monitoring online mentions, reviews, comments, and discussions about a brand and taking appropriate actions to shape and maintain a positive online image.

The significance of online reputation in today's business landscape

In today's digital age, your business’s online reputation serves as a virtual storefront, influencing the way potential customers perceive your brand. It is essential to establish and maintain a positive online presence as it directly affects your company's credibility, customer trust, and success. A strong online reputation enables you to stand out from the competition, attract new customers, and foster long-term loyalty.

How customer perception affects purchasing decisions

Consumer behavior has undergone a significant transformation with the advent of the internet. Today, customers rely heavily on online information and reviews to make informed decisions. Positive perceptions of a brand influence customers' trust, while negative perceptions can deter them from engaging with your business altogether. Understanding and shaping customer perception through effective reputation management can help influence purchasing decisions in your favor.

The crucial role of online reviews, ratings, and testimonials

Online reviews, ratings, and testimonials are powerful tools that can shape the perceptions of potential customers. These user-generated content pieces provide valuable insights into the quality of your products or services.

Positive reviews and high ratings act as social proof, increasing consumer confidence and influencing their decision-making process. It is crucial to actively encourage satisfied customers to leave reviews and engage with customers who provide feedback to build a positive online reputation.


Negative reviews, if left unaddressed, can tarnish your brand image and hinder your business growth. A single negative review has the potential to outweigh multiple positive ones, as dissatisfied customers are more likely to share their experiences.

Moreover, reputation crises—such as a publicized customer complaint or an online controversy—can cause severe damage to your brand's reputation. It is essential to proactively monitor and manage negative reviews and reputation crises to mitigate their impact.

The benefits of delegating online reputation management tasks to a virtual assistant

Virtual assistants are typically independent contractors who work remotely. They provide executive and administrative support and help complete regular, recurring tasks as needed by their clients.

Here are some of the benefits you get to reap when you hire virtual assistants.

Save time and energy

Running a business often requires wearing many different hats, which can make it tough to focus on the areas that will have the biggest impact on growing your business.

And while managing your brand reputation online is essential and these tasks need to be done, they don't need to be done by you.

Hiring a virtual assistant means business owners can free up their valuable time to focus on more strategic activities that drive growth.

Keep consistent

Consistency is key when it comes to managing your online reputation. But with only so many hours in a day, even the world’s most organized and efficient person can only do so much!

If the demands of your business are pulling you in multiple directions, your to-do list is stacking up, and the clock's ticking, it can feel hard to justify spending your limited time on reputation management tasks when there are other priorities at stake. So you decide they can wait until tomorrow. But this can be a slippery slope. Before you know it, you've not responded to reviews or addressed customer issues for days, weeks, or even months!

With a virtual assistant taking care of these day-to-day tasks, you can rest assured that all bases are covered and nothing will fall through the cracks.

Keep costs low

One of the biggest concerns for small businesses is the cost of hiring staff, which can raise overhead costs significantly. Most business owners agree that one of the main benefits of hiring a virtual assistant is the significant cost savings it can offer.

While it is true that their hourly rates may be higher than a full-time employee ($37 versus $30, for example), it is important to bear in mind that you only pay for their productive time completing your work, which usually works out as a much more cost-effective solution.


When you add up the costs of recruitment, a full-time salary for an experienced candidate, any employee benefits, office space, supplies, and equipment, the money you save by hiring a virtual assistant could be as much as 90%. The money you save can then be reinvested back into your business, which could provide many more opportunities for growth.

Scalable support to suit you

Hiring virtual assistants through a fully-managed service usually means their support is provided through monthly packages or subscriptions, which can be tailored to your specific needs.

You can scale your packages up or down as needed, and add additional assistants to your team at no extra cost. This scalability ensures that you always have the right support at the right time, maximizing the effectiveness of your VA experience.

How can a virtual assistant help with online reputation management?

Managing your online reputation requires time, effort, and expertise. As a business owner, you may find it challenging to handle all aspects of online reputation management on your own. Hiring a VA can be a game-changer, allowing you to make sure that you have someone to handle the following tasks.

Monitoring online mentions

Monitoring online mentions is crucial for staying informed about what people are saying about your brand. VAs can efficiently track brand mentions across various platforms, including social media, review sites, blogs, and forums.

By keeping a close eye on online conversations, virtual assistants can promptly identify positive feedback, address concerns, and mitigate potential risks.

Review management

VAs can handle review management by monitoring and responding to customer reviews promptly and professionally.

With the right guidance, virtual assistants can send thoughtful and personalized responses, expressing gratitude for positive reviews and addressing any issues raised in negative reviews. This proactive approach demonstrates your commitment to customer satisfaction and helps build a positive brand image.

Social media management

Social media platforms provide opportunities for engaging with customers and clients, addressing their concerns, and showcasing your brand's values. VAs can handle social media management by scheduling posts, responding to comments and messages, and actively participating in relevant conversations.

Virtual assistants can help foster positive relationships with your target audience, address customer queries, and share valuable content that reflects your expertise and the reputation you've built.

See: How A Virtual Assistant Can Help With Your Social Media

Online community management

Building positive relationships with online communities can go a long way in maintaining a strong online reputation.

With the right instructions and guidance, a virtual assistant can help moderate groups or community pages across different social channels on behalf of you or your company. Regularly engaging with these online spaces helps to keep conversations flowing and prevent negative or spammy comments from taking over.

Content creation

Compelling, relevant content is vital for maintaining a strong online presence. Based on your requirements, an experienced virtual assistant can write blog posts, articles, and social media updates that align with your brand's messaging and values.

By consistently delivering high-quality content, you can build a strong reputation that your audience can trust.

See: How To Successfully Outsource Your Content Writing To A Virtual Assistant

Competitor analysis

It's not just your own brand reputation that's worth keeping an eye on if you want to gain a competitive edge in the market.

A virtual assistant can help perform competitor analysis by tracking their online presence and monitoring their reviews and customer feedback, as well as help conduct market research into current industry trends.

Being aware of what your competitors are doing well (and not so well) is key to helping you better understand what your customers need and—more importantly—how you can give it to them.


What's the bottom line?

Maintaining a positive online reputation is essential for businesses in today's digital landscape. By delegating online reputation management tasks to a virtual assistant, entrepreneurs and small business owners can ensure that their brand is well-represented, customer concerns are addressed promptly, and potential reputation issues are mitigated effectively.

With a virtual assistant handling these responsibilities, business owners can focus on more strategic planning and revenue-generating tasks while knowing that their online reputation is in capable hands. Remember, a strong online reputation builds trust, attracts customers, and paves the way for long-term success in our online world.

If you're ready to take back control of your time and unlock your business's full potential, Time etc is here for you.

Our service was designed with hardworking and ambitious business owners in mind, and our mission is to help you do more, achieve more, and earn more with an experienced virtual assistant by your side.

We have a vast talent pool of skilled assistants ready to tackle those tedious and time-consuming tasks that are holding you back from achieving your goals.

So why wait? Speak to our expert team to get started and we’ll set you up with a dedicated professional based on your unique requirements.

Still on the fence? Try us out for free today!

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About the author

Barnaby Lashbrooke is the founder and CEO of Virtual Assistant service Time etc as well as the author of The Hard Work Myth, recently recommended by Sir Richard Branson. Barnaby is a Forbes Columnist on productivity and is also an accomplished entrepreneur, selling more than $35 million worth of services.

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