Digital operations platform Marqii has announced the launch of its new AI-powered Suggested Review Response feature. This was designed for hospitality teams and generates unique review reply drafts in seconds that are on-brand.
The feature has significantly reduced reaction time to guest feedback, with early adopters reporting a 70 percent reduction in the amount of time taken to draft responses.
Avi Goren, Co-Founder and CEO of Marqii, shared the motivation for creating this feature, saying, “Our product team and I are obsessed with talking to our restaurant clients. We want to learn what their frustrations are, what’s important to them, and what they really need help with.”
Goren said that Review Response was created based on those conversations. The company wanted to make it easier than ever to make writing great responses faster.
The feature works by giving restaurants customizable prompts and tone settings for neutral, positive, and negative reviews. Instructions such as “ask the reviewer to contact a manager at this email address” can be used for negative reviews, while “mention one of these upcoming events” is available for positive reviews.
These prompts can prevent lapsed guests and also allow restaurants to easily generate responses that sound like they are written by a human.
Marqii Review Management provides a centralized place for restaurants to respond to valuable reviews as well as guest feedback. Features such as sentiment analysis, side-by-side comparisons between on-premises and off-premises reviews, and keyword breakdowns make it possible for restaurant teams to identify areas for improvement and spot trends.
Kaelin Kakuta, Customer Success Director at Everytable, said that the Suggested Review Response feature makes her job 90 percent easier.
“It’s been wonderful to use, and so intuitive. Now I feel like I can give this job to someone else rather than responding to all reviews myself,” Kakuta said.
