smg360 vs GuestOps

For SMG clients with a valid username and password, the smg360 reporting app provides real-time, dynamic access to customer feedback and other data sources for the purpose of taking fast action on insights that improve brand experiences and drive customer loyalty. The smg360 reporting app is available in over 40 languages. SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit www.smg.com.

GuestOps is the all-in-one guest complaint and service recovery management app designed for store managers, shift leaders, and operations teams. Handle every guest concern with speed and consistency — from the moment a complaint is received to its full resolution. GuestOps connects your team to a real-time dashboard that prioritizes what matters most, so no guest issue ever falls through the cracks. KEY FEATURES: SMART DASHBOARD Get a complete overview of your store's guest service performance the moment you open the app. See today's call volume, pending complaints, urgent action items, and overdue tasks at a glance. A personalized greeting and store-specific stats keep you focused on what needs attention right now. COMPLAINT MANAGEMENT View, filter, and manage all guest complaints in one place. Each complaint includes full customer details, store location, severity level, complaint description, and a complete action item history. Filter by status (pending, in progress, resolved) or severity (low, medium, high, critical) to find exactly what you need. URGENCY PRIORITIZATION A dedicated urgent view surfaces all critical and high-severity complaints along with overdue action items. Color-coded severity badges and urgency indicators make it easy to identify and act on the most pressing issues first. QR CODE SCANNING Scan QR codes to instantly pull up complaint details and associated action items. Perfect for in-store teams who need quick access to guest information without searching through lists. ACTION ITEM TRACKING Every complaint generates actionable tasks — from scheduling appointments to processing replacements. Track each action item's status, assignee, due date, and urgency level. Update progress and add resolution notes directly from your phone. FOLLOW-UP MANAGEMENT Ensure every guest interaction receives proper follow-through. The dedicated follow-ups section tracks all pending follow-up tasks with clear status indicators, so your team closes the loop on every case. ANALYTICS & INSIGHTS Monitor store performance with detailed analytics. Track call volume trends over time, view complaints by status breakdown, measure resolution rates, see average handling times, and identify peak hours. Filter analytics by day, week, month, or year to spot trends and improve operations. REAL-TIME NOTIFICATIONS Receive instant push notifications for new urgent complaints, action item assignments, status changes, and follow-up reminders. Stay informed even when you are not actively using the app. CALL SUMMARIES Access AI-generated call summaries including recording links, call duration, and both short and detailed summaries — giving your team full context on every guest interaction without re-listening to calls. MULTI-STORE SUPPORT GuestOps supports organization-level access with store-specific views. Whether you manage one location or oversee multiple stores, the app adapts to your role and permissions. DARK MODE Full dark mode support for comfortable use during early morning or late night shifts. The app automatically adapts to your device's display preferences. SECURE ACCESS All data is protected with token-based authentication and secure credential storage. Role-based access ensures team members see only the information relevant to their responsibilities. GuestOps helps your team respond faster, resolve issues consistently, and deliver the guest experience your brand promises — every shift, every store, every day.