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Review of Shiji Group

10
Overall Feedback: Positive Points and Areas for Improvement
Gerente da Qualidade e CX&CS from 200 to 499 room Resorts in Caeté (Brazil)
Verified
2 days ago
Products Reviewed
Reputation Management
What do you like most?
Despite the challenges during the setup phase, our daily monitoring and tracking experience has been very positive. The aspects we value most in the platform are: Ease of Navigation: The usability for daily monitoring is excellent. It's very practical to navigate through the evaluations and find what we need in our routine. Reading Questionnaires: The layout for viewing customer responses is clean, clear, and very intuitive, facilitating quick understanding of the feedback. Intelligent Dashboards: The dashboards are undoubtedly one of the strongest points. They are very well structured and easy to read, allowing our team to quickly understand performance indicators and the overall satisfaction picture. Visual Presentation: In general, the visual clarity with which the consolidated data is presented greatly facilitates our daily analysis work.
What do you dislike or think could be improved?
Our experience with ReviewPro has been hampered by some operational difficulties and underutilization of the platform, which limit our return on investment. We would like to highlight the following areas for improvement: Usability and Questionnaire Design: The questionnaire configuration and editing interface is rigid and complex. Compared to other platforms on the market, ReviewPro lags behind in terms of usability (UX/UI), hindering client autonomy in creating and modifying layouts. Reports and Sentiment Analysis: Response reports could be more practical. Currently, semantic analysis has inaccuracies. Ideally, the platform would already provide an automatic and clear triage (Compliments vs. Complaints), pre-segmented by departments (sectors), without relying exclusively on semantic reading, which often categorizes items incorrectly. Native Artificial Intelligence Integration: We miss a native, cost-free AI tool to assist in formulating responses to online evaluations. Due to this gap, we are currently forced to resort to competing platforms (such as Myhotel) just to meet this basic technological need of the current market. Lack of Onboarding, Training, and Language Barrier: We have several inactive modules due to an absolute lack of technical guidance. Tools such as Revenue Optimizer, Guest Module, Dynamic Panels, Outlets, and Labels are stagnant and inefficient. We miss a more consultative approach. To make matters worse, the instruction website and help center are often entirely in English, without translation into Portuguese, which creates a huge barrier for the team. If we had documentation in our language and practical tutorials, the tool's potential would be 100% exploited. Exceptional Team Support (Danielle): I want to emphasize that our difficulty lies with the platform's structure and not with the support. Whenever we open tickets, Daniella has been extremely helpful and attentive in all interactions. She helps us immensely with valuable tips and instructions during our meetings, doing her best to support our development within the time she is given. However, we need an accessible knowledge base in our language and ongoing training that doesn't rely solely on heroic effort and the occasional availability of human support.
5.0
Excellent
Ease of Use
3.0/5
Customer Support
4.0/5
ROI
3.0/5
Implementation
3.0/5

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