Review Site Sitejabber Rebrands for AI Era
E-commerce review website Sitejabber has rebranded to SmartCustomer to combat AI-powered shopping scams. The company is enhancing its review verification, launching a ChatGPT app for shoppers, and adding social forums to leverage community awareness.
The consumer ratings and reviews platform market was valued at approximately $3.46 billion in 2024 and is projected to reach $9.21 billion by 2033. This growth is fueled by the expansion of e-commerce, which accelerated during the COVID-19 pandemic. Founded in 2008, Sitejabber was established to enhance online transparency for consumers. The company's creation was spurred by a co-founder's difficulty in verifying the legitimacy of a website selling expensive medical equipment. The company has received funding from investors such as 500 Global, The Seraph Group, and OVO Fund. It was also awarded a grant from the National Science Foundation to support its mission of consumer protection. CEO and co-founder Michael Lai has a background that includes a computer science degree from Stanford and an MBA from Harvard Business School. Sitejabber operates in a competitive landscape that includes platforms like Trustpilot, Reviews.io, and Bazaarvoice. Some users have criticized Sitejabber's pricing, with plans reportedly starting at $200 per month and increasing to $900 per month for more advanced features. The rebranding to SmartCustomer addresses the rise of AI-generated fake reviews and businesses. The company is implementing enhanced verification protocols, including AI-content detection and requiring proof-of-purchase for all reviews. This move aligns with a broader industry trend, as the total volume of online reviews grew by 13% in 2024, with businesses increasing their review requests by 25%. In a notable 2024 case, the Federal Trade Commission charged Sitejabber with deceiving consumers. The FTC alleged the company collected reviews at the point of sale, before customers had received or used the products, which deceptively inflated their clients' ratings. The new SmartCustomer platform will incorporate a ChatGPT application designed to assist shoppers. This reflects the increasing integration of AI in e-commerce, which is used for everything from personalized recommendations to sentiment analysis of customer feedback. The company's B2B offering, a SaaS review marketing platform called Jabio, serves over 50,000 businesses. This platform allows companies to manage and promote customer reviews across various channels.
