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Review of Shiji Group

10
Online Reputation Management
Program Manager from 200 to 499 room Bed & Breakfast & Inns in New York City (United States)
Verified
25 days ago
Products Reviewed
Reputation Management
Business Intelligence
What do you like most?
The ability to respond to reviews directly within the platform using AI has been a game changer for our organization. It has significantly improved efficiency by allowing teams to generate thoughtful, consistent, and timely responses without having to switch between multiple systems. This capability not only saves valuable time but also helps maintain our brand voice across all customer interactions. Additionally, the platform provides clear visibility into response management performance, making it easy to identify areas of opportunity at both the individual resource level and across various online travel agencies (OTAs). These insights enable managers to proactively address gaps, improve accountability, and implement targeted coaching strategies that drive better guest engagement, stronger review response rates, and an overall enhanced customer experience.
What do you dislike or think could be improved?
One area of opportunity is gaining a better understanding of the differences between the available user roles and the permissions associated with each one. While the platform offers a variety of role-based access levels to support different responsibilities, it can sometimes be challenging to quickly determine which role is most appropriate for a specific user or business need. Providing clearer documentation, examples, or guidance around role definitions and capabilities would help administrators make more informed decisions when assigning access. A stronger understanding of user roles would also improve operational efficiency, reduce potential permission-related issues, and ensure that team members have the appropriate level of access needed to perform their responsibilities effectively and securely.
5.0
Excellent
Ease of Use
5.0/5
Customer Support
5.0/5
ROI
5.0/5
Implementation
5.0/5
Jessica k. from Shiji Group replied
Hi Luis, Thank you for the wonderful feedback! We're thrilled to hear that the AI review response tools and performance insights have helped your team work more efficiently while maintaining a consistent brand voice across guest interactions. We also appreciate your comments regarding user roles and permissions. Clear access management is important, and your feedback helps us identify opportunities to make role definitions and guidance easier to navigate. Please make sure to continue sharing this feedback with your Customer Success Manager so we can escalate internally. Thank you again for your partnership and for taking the time to share your experience with Reviewpro Reputation. Best, Jessica Kurtz

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