Birdeye is a reputation management and digital customer experience platform for local brands and multi-location businesses. Birdeye’s AI-powered platform is used by brands to engage with customers, drive loyalty, and excel in local markets.
$299
per month
LivePerson Conversational Cloud
Score 8.9 out of 10
N/A
The LivePerson Conversational Cloud is a contact center solution used to create personalized, connected customer experiences across voice and messaging. The solution balances human agents, intelligent automations, and Conversational AI, across voice and messaging.
For businesses that have customers or clients or patients with several different locations, Birdeye is essential to help with the reviews and messages received through Google and other platforms. For businesses with only 1 single location, Birdeye could still be useful but wouldn't be as essential as it would be for other businesses.
Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
Integrates very well with Salesforce, our CRM software. As we disposition calls, the notes automatically generate on my customer's accounts, saving me valuable steps in documentation.
Call metrics gathered in Tenfold are used for measuring productivity across all of the sales team. Reporting is done through Salesforce, once again speaking volumes of the integration capabilities.
The clarity and consistency of quality of calls are outstanding! Very little delay, static or feedback.
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.
There is no ability to customize the popup. It is stuck in one place (bottom right) and can't be moved. Just adding something as simple as being able to move it up and down would make a world of a difference. I don't know how many times the popup got in the way of other information I was trying to look at.
It would, of course, be a much better product if the popup were it's own app that could be docked anywhere on the screen. Tying the popup to Chrome really keeps this software from being the best it could be.
There are no skins, color options, customize options, or anything like that for the popup window. There is nothing you can do to affect how it looks, what information is on it, and where it is docked. Solve those three issues, and you have an amazing tool that is flexible and personable.
I think it is a good tool overall, there are some hiccups but what program doesn't have them. I think we should be notified of more things, specifically broken integrations. There have been instances where I don't notice for MONTHS a client it's having requests sent out because they are organically still getting reviews.
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
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.
Support is really responsive for the most part. I don't feel like they explain it the best for people who aren't as tech-savvy. I have recently had trouble with a more difficult integration and it is hard to pinpoint who I need to reach out to.
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.
I find the ease of use of Tenfold to be advantageous to all other platforms. It also appears that as future needs change, Tenfold will allow me to continue to structure my workday around Tenfold but use it in different ways that would scale to any changes in my process.
This has definitely helped me monitor my own call volumes and helped me learn the best times to connect.
Tenfold has also saved me significant time using the 'click-to-dial' feature.
I still remain frustrated that some of the integration with Salesforce isn't as seamless as it could (or imi should) be; however overall it's still a valuable addition to my business tools.
