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
Verifone Point
Score 9.0 out of 10
N/A
Verifone Point is a point-of-sale software solution with features such as payment simplicity and flexible service.
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.
VeriFone Point definitely knows the VeriFone payment hardware and support tools. They work with many businesses using this hardware, so their remote management tools are thoroughly capable of handling this hardware. This allows them to meet the needs of a small deployment, maybe 20 terminals or fewer. We quickly found out that we would have been better off setting up our own tools and staff to support our deployment of VeriFone hardware. Based on the number of terminals we have in use, our geographical span, and hours of operation, we need to address issues more quickly and personally than VeriFone Point is able to. While they are responsive, their tier I support is pretty generic and mostly assists with power cycling.
Knowledge and experience: Point supports many businesses with many VeriFone terminals throughout the country. Therefore, they have much experience with the hardware.
Availability: When calling for support, it is rare to not get a response from a human. Some calls are answered after only minutes of hold time, others can take much longer, but a human is almost always available.
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.
Bureaucracy: Since this is the payment industry and a very large company, they move slower than an iceberg with most projects, including ordering new terminals or adding new features.
Availability of project support: Aside hardware troubleshooting, it often feels very difficult to get help from Point support for things like opening a new location, adding a feature, or making other changes requiring any level of planning.
Inconsistent support staff: One issue may be handled very differently by different support staff. We often work with somebody for hours on one issue only to call back later and have the same issue solved in minutes by a different person.
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.
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.
We started using VeriFone Point when we switched from software-based credit card processing to VeriFone payment software. With our previous software system, we had a similar experience with support to what we have experienced with VeriFone Point. Support for payment industry tools tends to be excessively pragmatic, to the point where they ignore symptom clues while having us power cycle hardware for the fifth time.
