Birdeye vs. Smith.ai Live Website Chat

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Birdeye
Score 8.1 out of 10
N/A
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
Smith.ai Live Website Chat
Score 9.0 out of 10
N/A
Smith.ai Live Website Chat is presented by the vendor as a fast & friendly way to capture, screen & convert website leads. The Smith.ai live chat agents answer questions, screen leads & schedule appointments 24/7. Custom AI chatbots can assist with screening basic questions to maximize meaningful interactions. Users pay for relevant chats only, and the vendor promises easy setup on all website platforms. Instant chat transcripts are available sent to an email, and CRM.
$1,407
per chat after 20
Pricing
BirdeyeSmith.ai Live Website Chat
Editions & Modules
Standard
$299.00
per month
Professional
$399.00
per month
Premium
Custom Pricing
Starter
$140 + $7
per chat after 20
Basic
$300 + $6
per chat after 50
Pro
$600 + $5
per chat after 120
Custom
Let us know what you need
Offerings
Pricing Offerings
BirdeyeSmith.ai Live Website Chat
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAll Live Chat packages include: - Emailed chat transcripts - Custom branding - Mobile-optimized chat widget - Unlimited Smart Q&A - Unlimited Playbook: Program questions determined by previous answers to improve lead intake - Real-time Spanish-to-English translation - SMS/Text Answering - One-time chat custom programming (hours vary by package) - Web installation and set-up - Phone and e-mail support Additional features available: - Integration with CRM software (including Salesforce and Clio), Zapier, Slack and others - Appointment booking - Additional custom programming support
More Pricing Information
Community Pulse
BirdeyeSmith.ai Live Website Chat
Best Alternatives
BirdeyeSmith.ai Live Website Chat
Small Businesses
Yext
Yext
Score 8.9 out of 10
Gist
Gist
Score 9.6 out of 10
Medium-sized Companies
Yext
Yext
Score 8.9 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
Yext
Yext
Score 8.9 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BirdeyeSmith.ai Live Website Chat
Likelihood to Recommend
7.6
(166 ratings)
9.1
(15 ratings)
Likelihood to Renew
8.9
(3 ratings)
-
(0 ratings)
Usability
9.4
(78 ratings)
8.6
(9 ratings)
Support Rating
7.9
(69 ratings)
9.0
(14 ratings)
Implementation Rating
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
BirdeyeSmith.ai Live Website Chat
Likelihood to Recommend
Birdeye
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.
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Smith.ai
Smith.ai Website Chat is an excellent solution for law firm owners that want a cost-effective strategy to capture lead information from website visitors. Our website generates hundreds of visitors each day and over 7,000 visitors per month. I strategically have placed the online chat feature on the contact page on our website to engage with only those potential clients that are serious about retaining our services and making a purchasing decision. I have priced this type of online chat service with several other providers (Ngage, Apex Chat). Some of these providers charge as much as $35 or hire per qualified lead. Smith.ai comes in at approximately $8-$15 per chat session with a potential lead and even offers some flat rate options. There can be further cost savings if only the chatbot feature is used without live agent support. In this option, a website visitor can engage with a chatbot using Automated questions and answers without the need for live agent support. My firm beta tested this product in of it itself and it generated several thousands of dollars in revenue. The customer support has also been exceptional. All the representatives at Smith.ai have been responsive to customer service questions and implementation of the product. Capturing leads with the chatbot feature and the live agent support has even been more profitable. Based on our CRM data, website chat leads generated over $127,500 of revenue for our firm and engaged with 230 potential clients in just the past 12 months.
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Pros
Birdeye
  • 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.
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Smith.ai
  • They set up and monitor your chat on your site, giving your prospects instant service.
  • I have spent so much time with their support team. I never felt more welcome to an SaaS.
  • Their phone monitoring system saves you time and will increase your profits by converting more leads into paying clients.
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Cons
Birdeye
  • 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.
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Smith.ai
  • Although you can close the chat message, the chat bubble can not be closed and it can cause issues being able to read website content.
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Likelihood to Renew
Birdeye
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.
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Smith.ai
No answers on this topic
Usability
Birdeye
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.
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Smith.ai
Smith.ai Live Website Chat allows you to provide a script for when they answer prospective clients. The script is customizable as your needs change. However, the script only goes so far, as they do not know your business personally. Once they do go through that script, they send you an email with the caller's contact information so you can reach out personally if they seem interested. They do so with efficiency.
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Support Rating
Birdeye
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.
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Smith.ai
Smith.ai pays for itself if we can help one site visitor move down our lead funnel to being a client. We have averaged over 50+ new leads each month since implementing the chat and with a close rate for becoming new clients that is double what our advertising PPC new client closing rate has been.
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Implementation Rating
Birdeye
Let Birdeye do what they do
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Smith.ai
No answers on this topic
Alternatives Considered
Birdeye
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.
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Smith.ai
Came down to pricing. Smith.ai Live Website Chat did not have the same level of customization and support as other alternatives but there are enough customization and tools that it was clear it would solve the problems and at a good price.
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Return on Investment
Birdeye
  • SEO has increased due to online rep increasing
  • Review count has come up significantly due to having a platform that helps
  • The system puts reviews and where they are coming from into perspective to try and obtain more in other ways
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Smith.ai
  • Positive - Smith.ai has easily saved me $25k+ in receptionist costs. They probably helped me land another $50k in new business I would otherwise not have brought in the door because they immediately grabbed the client on our website so they didn't get away or have to wait 2 days for a call back. Great ROI (100 to 1 ROI is probably not an exaggeration for my law firm).
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ScreenShots

Birdeye Screenshots

Screenshot of Birdeye’s local business listing management tool, used to show up everywhere customers search for improved SEO and a better rank.Screenshot of a visualization of the customer experience. This helps to understand the performance of every customer interaction and touch point with actionable reports.Screenshot of Birdeye Insights AI, part of the BirdAI platform, which uses generative AI to analyze reviews, surveys, and listings data, providing actionable recommendations for business growth.Screenshot of Birdeye’s AI-powered review generation, management, and reporting platform.Screenshot of Birdeye Social, which is designed from the ground up for multi-location businesses. Generate social posts, monitor engagement, and track performance from a single dashboard.

Smith.ai Live Website Chat Screenshots

Screenshot of Screen & schedule leads!Screenshot of Multilingual chat support (English and Spanish)Screenshot of Humans, AI Bots or both!Screenshot of Priced for every budgetScreenshot of Webchat and text answering