Likelihood to Recommend I think Birdeye is great for businesses that use a CRM system that is able to integrate with Birdeye so that clients are automatically pulled into Birdeye and sent review requests. I would also say this is more suited for businesses that see multiple customers and clients weekly versus businesses that maybe only have one or two clients a month. Ex: Dentist offices get great returns, but contractors/real estate agents may not be as great.
Read full review ChatBeacon is a decent choice for on-premises chat support, but the clunky agent UI sparks no joy. If your organization can use a cloud-based solution, there are plenty of other fish in the sea
Read full review Pros Their customer service is always very helpful and ready to give you the personal attention that you require. They connect many different sources and funnel them straight to you so you can easily capitalize on multiple platforms and information streams. They are constantly innovating and improving their systems with real-time feedback from their customers. Read full review Easy to install and configure. Easy for customers to use. Read full review Cons The sentiment feature is just okay. It requires custom adjustments and time to understand where it is working well and where it is not in order to get the most out of it, while other features require very little user input. Social listening needs work. I often receive notifications for unrelated terms because of their similarity in spelling to my organization's name, so I don't use this feature. Birdeye could have more built-in features to create digital content from the reviews. Birdeye could also have additional reputation tools to strengthen GMB listings and to combat negative press. Review listings and rich snippets in search are great, but having a tool that measures and helps to improve overall brand health/search results would be amazing. My CEO isn’t looking at what is going right. He looks at what is going wrong. We may have thousands of positive reviews on Google, but the bad article with false information is still showing up on page one of search results. That makes for an unhappy CEO. Read full review ChatBeacon is just SightMax with a fresh coat of paint. The entire agent UI is remarkably worse than SightMax. Read full review Likelihood to Renew Birdeye is extremely beneficial in generating new reviews for clients and there is a direct impact on their business from these reviews.
Read full review Usability I think it is very easy to figure out very quickly by just playing around in the dashboard. If you have a question you can reach out to our contacts and they do a very good job of figuring out if or what is the problem and getting back to us fast.
Read full review Support Rating The customer support is usually very fast in getting someone connected with you to figure out a solution. Sometimes the communication following up on how they did can be a little much, but they are just practicing what they preach and doing what they know best. People are usually very friendly and knowledgable also.
Read full review Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!
Read full review Implementation Rating Let Birdeye do what they do
Read full review Alternatives Considered Our choice of reputation management platform came down to two contenders, Birdeye and
Listen360 . Ultimately we chose Birdeye because of their ethical review gathering process.
Listen360 had review-gating built in as part of their process, which is against Google's terms of service. We wanted to be very careful to gather reviews in an ethical way, and Birdeye was better for our needs.
Read full review Before using SightMax (now ChatBeacon), we used
AliveChat , which was an OK SaaS product, but the team operating the service would frequently restart the servers after maintenance and forget to start our instance back up. ChatBeacon(SightMax) as on-prem software eliminated this concern. We've been evaluating ChatBeacon vs. other products lately, and we really like how DeskPro stacks up vs. ChatBeacon - ChatBeacon is purely a chat product, and DeskPro does web chat/phone/email ticketing.
Read full review Return on Investment My clients have experienced very large increases to overall SEO and SEM traffic after reviews began coming in, this has increased CTR and conversions through ads to generate more revenue than ever before. The old-school gated review processes were wonky and required way to much time with hands-on functionality. With BirdEye the software manages almost all the work, so we can spend less time manually managing reviews. Being able to provide local SEO and reputation management as a service option has increased our overall retainers while driving more growth for our clients. It's a win/win for relatively low investment. Read full review Using website chat (often with an agent:customer ratio of up to 1:3 or more ) vs. phone support (with an agent ratio of 1:1) has greatly reduced support costs in every business unit. Providing realtime feedback and links (vs. phone calls) has greatly improved the turnaround on the sales and customer inquiry processes. Read full review ScreenShots