Ovation Reviews

Pros

Being able to communicate directly with the customer is really useful.

Cons

Nothing to complain about. It works well for me.

Pros

Right away the biggest advantage was how simple it is to use. I can access the website or the app on any device whenever I need it which makes it really convenient. Getting everything set up was easy and using it day to day has been just as simple.

Cons

One part I wasn't happy with was the way the platform handles the options for allowing or blocking which review sites I send customers to or choosing not to send them to any external review sites at all and keeping everything internal. I understand there are legal concerns tied to this but it still feels like there should be a better way to manage those choices.

Pros

It helps us stay focused on the customer experience even after a guest has left the store and it also gives us a way to fix problems in real time when something goes wrong.

Cons

There really wasn't anything I disliked. I've been very impressed with everything, from the installation process to the customer service.

Pros

Keeping an ongoing conversation with customers has been a real game changer.

Cons

Honestly have no complaints or issues at all. I think it's an elegant solution.

Pros

One of the biggest benefits for us has been the ability to reach unhappy guests right away. We can also ask satisfied guests to leave reviews which has helped us generate more than 600 reviews and maintain a 4.8-star rating.

Cons

From time to time we've had issues receiving push notifications when our phones aren't running the latest operating system.

Pros

Using it with Concur works really well because every trip syncs automatically and shows up in the expense report and if your cards are connected the imported charge usually matches up too. On the employee side, it makes turning in monthly reports much more convenient. From the finance perspective there are also discounts that come with handling all bookings through the platform.

Cons

Fees can feel a bit expensive since they are charged per booking or transaction no matter the transaction amount. If something like a car rental booking falls through, those charges are not reimbursable. Even with that, once the company has enough booking volume the fees still end up being worth it.

Pros

One of the biggest benefits for us has been being able to connect with customers while they're still sitting in the restaurant. Since we started using it, both the number and the quality of our reviews have gone up dramatically. We were at about 4.5 stars with roughly 200 reviews when we began and now we're at 4.7 stars with 500 total reviews, plus nearly 4.9 stars over the last month. That change comes from being able to step in when a guest's experience isn't perfect, talk with them right away and help turn things around before they leave a disappointing review. It has also made a real difference in how we improve the guest experience because people can share feedback in the moment and we're able to act on it right away. Our team is more focused from the start and our day-to-day operations have improved because we're constantly learning what guests enjoy and where we need to do better. We're located in a small town that gets a lot of summer tourists and I can't count how many people told us this summer they found us through our reviews. That extra review activity has boosted our visibility in search results even though we don't spend anything on paid online advertising.

Cons

Feature I'd really like to see is integration with my loyalty program and text messaging system. I believe that may already be in the works and maybe they've even addressed it by now. Hopefully that happens if it hasn't already.

Pros

Their focus on reputation management is excellent and that's what makes this product so valuable to me. Keeping satisfied customers engaged is much more manageable than trying to win back unhappy ones later and this platform really supports that approach well. The winback feature is a strong addition too since it gives you room to go the extra mile and do everything possible to turn a customer's experience around. On top of that their team is outstanding. They're responsive, supportive and genuinely invested in helping you succeed.

Cons

The one thing I'd really like to see is the ability to respond to reviews directly from within the platform.

Pros

It's very user-friendly for reaching patients and keeping track of patient satisfaction.

Cons

I haven't come across anything I dislike about this system.

Pros

The clean design and easy experience make it very user-friendly for customers.

Cons

One limitation is that the review link can't be sent to an email address and only works with a cell number. That's not very helpful for our patients who either don't have mobile phones or simply don't use them.

Pros

Our restaurant has been really happy with it up to this point. Getting a bit more feedback has been a nice benefit for us.

Cons

The only issue we've run into so far is that the app hasn't worked very well for us although the mobile version works just fine.

Pros

One thing I really appreciate is how it gives us a chance to stay connected with our customers.

Cons

Up to this point nothing has come up that we dislike about the product.

Pros

From day one, this platform has covered a lot of what we need, it automatically texts customers, asks for reviews and collects feedback. The best part is being able to receive those messages on my phone and reply right away in real time. Customers feel like they're texting directly with the store's number which makes the conversations feel personal and immediate. That live back-and-forth has helped our business a lot because we've been able to address complaints quickly and correct issues before they turn into bigger problems.

Cons

I don't really have any complaints. It serves a pretty specific purpose so it's not going to handle every single marketing challenge but that's true for most tools in this space.

Pros

It helps reduce negative reviews on social media.

Cons

There are still pointless reviews, like people saying "buy more" or complaining there isn't enough product.

Pros

Working in the service industry, this has been really valuable for us because it helps us manage negative reviews more effectively. Our Google rating was sitting at 2.8 and after just one month it has already gone up to 3.1. I'm happy using it. It's affordable and simple to work with.

Cons

I haven't run into any issues at this point. Everything has been going well and I'd be happy to recommend it.