Birdeye vs. Smith.ai Live Website Chat

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Birdeye
Score 8.2 out of 10
N/A
Birdeye is a reputation and customer experience platform for local businesses and brands. Over 100,000 businesses use Birdeye’s platform to manage online reputation, connect with prospects through digital channels, and gain customer experience insights to grow sales and thrive.
$299
per month
Smith.ai Live Website Chat
Score 8.8 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
Top Pros
Top Cons
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BirdeyeSmith.ai Live Website Chat
Small Businesses
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Score 8.7 out of 10
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Score 10.0 out of 10
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User Ratings
BirdeyeSmith.ai Live Website Chat
Likelihood to Recommend
8.0
(143 ratings)
9.0
(15 ratings)
Likelihood to Renew
9.1
(1 ratings)
-
(0 ratings)
Usability
8.9
(69 ratings)
8.6
(9 ratings)
Support Rating
8.1
(69 ratings)
9.0
(16 ratings)
Implementation Rating
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
BirdeyeSmith.ai Live Website Chat
Likelihood to Recommend
Birdeye
Social media and reviews are the best features. Once we integrated into Facebook and Instagram we were able to have a great look at everything. So far, I cannot say for the surveys as we are in the very early phases. Listings are perfect for when we are relocating a business. Reports are fantastic when reporting to my upper management.
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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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Usability
Birdeye
Birdeye's dashboard is clean and user-friendly. Most of the functionality is easily understood, even for those who aren't necessarily technically inclined. Most issues come from the initial setup of individual locations, because there are a lot of fields to fill out and it can be easy to overlook some of them.
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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
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.
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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
We only utilized Birdeye as the reputation speaks for itself. I've heard of other products that are not as user friendly or streamlined. Good program that can be figured out with basic common sense, great tracking system of current reviews, auto replies, contact saver are all huge benefits to the Birdeye program
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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
  • 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.
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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

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