TrustRadius Insights for Birdeye are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
Birdeye is a versatile software that businesses use to manage their online reputation and improve the customer experience across multiple organizations. Users have praised its ability to significantly enhance their online image by increasing the quantity, quality, and overall rating level of reviews. One of the standout features of Birdeye is its ability to survey every single customer, regardless of the type of purchase or service, which allows businesses to gather valuable feedback and insights. Many users have also found Birdeye to be more effective compared to other reputation management platforms in terms of generating reviews and curating online brand presence.
The platform offers a range of features that cater to different needs. One such feature is the ability to run email ad campaigns targeting specific social media sites, making it convenient for businesses to request reviews from their customers. Moreover, Birdeye's live chat option enables direct messaging between customers and account managers in real-time, facilitating efficient communication and problem resolution. Additionally, Birdeye provides a user-friendly interface for writing reviews seamlessly and quickly.
Birdeye not only helps businesses manage customer feedback but also provides a means of recognizing and rewarding customer-facing employees based on the number of reviews attributed to their work. This feature serves as an incentive for employees to consistently provide excellent customer service. The software also integrates with popular review platforms like Google and Facebook, allowing businesses to collect and manage reviews from these sources in one convenient location.
Negative feedback is handled well on Birdeye through its direct messaging option. Customers can express their concerns or complaints directly, giving businesses an opportunity to address those issues promptly. This feature promotes transparency and proactive problem-solving.
For multi-unit brands, Birdeye plays a pivotal role in providing insights on restaurant performance and gathering guest input. It enables businesses to track their overall rating across multiple review sites, ensuring consistent monitoring and quick responses to any negative feedback.
Overall, Birdeye has proven itself as an indispensable tool for managing online reputation, gathering customer feedback, and enhancing the customer experience. It offers a user-friendly interface, seamless integration with other software, and excellent support from the Birdeye team. Whether it's soliciting reviews, managing social media platforms, or streamlining communication with customers, Birdeye has helped businesses save time, improve their online presence, and build stronger relationships with their customers.
We utilize many of Birdeye's features. The most useful is being able to manage multiple platforms in one location. Within those platforms we are able to track progress and respond to reviews and surveys.
Pros
AI integration
product feature education
reliable tracking and monitoring of progress
Cons
email notifications are only sent out once a day
previews of auto send items are difficult to find
Likelihood to Recommend
I have yet to come across another platform that is as easy to use and offers as many features as Birdeye.
We are using it to manage our reputation and online presence by being able to solicit clients for reviews as well as monitor the reviews that we are receiving across our various location and brands. Birdeye makes it easy to work from one centralized spot and allows us to view, respond and dispute any negative reviews we may receive.
Pros
Reputation Management
Review Solicitation
Reporting
Client Communication
Cons
SMS deliverability
Likelihood to Recommend
It is very well suited for a company that has a lot of locations and brands. This is because it helps centralize all of the various review sites out there and all of the brands that you have. This makes it very easy to manage your online presence. For companies that do not have many locations, Birdeye might not be the best fit.
We originally started using Birdeye for Google reviews. We have loved them, easy to use, quick and friendly customer service if it is needed which is rare. We are super happy with them. Bonus is we can text and/or email our patients with Birdeye also. It's been great, glad I read their reviews and took a chance on them!
Pros
Contacting patients to send us a review
texting
emails
Likelihood to Recommend
We use Birdeye very specifically for our Google reviews and are very happy!
Birdeye makes addressing all reviews very convenient. It's all in one place, there's canned replies that can be chosen and edited as needed, and it can all be done very quickly. It's saved me a lot of time from the olden days of having to navigate to each review site's back end to reply to reviews!
Pros
Convenience: Birdeye funnels all your review sites into one spot
Simplicity: Canned and editable responses make answering reviews very quick and efficient
Efficiency: Being able to respond to multiple platforms in one spot, submit concerns or flagged reviews for review, and being able to reach any of your platform contacts through one portal saves tons of time.
Cons
I don't care for the AI responses, as I feel editing the canned responses to be much more personal. The AI responses all end up saying basically the same things anyway
I'd like for the notice emails (when you get a new review) to have links directly to the new review received. Currently you have to navigate to the page on your own. Not a huge deal, but it would be that much more convenient.
Likelihood to Recommend
I know Birdeye has an entire suite of services it offers, but I only use it for answering reviews. To that end, it does its job beautifully. I would recommend it for anyone who frequently is answering reviews for their business. Beyond that function, I honestly don't have much experience.
We use Birdeye to keep track of our reviews across different platforms. Its been extremely helpful in both the positive feedback as well as the areas of opportunity for my business. We're also able to respond with the help of the AI tool, well written responses to our clients which are tailored to express our gratitude and commitment to providing excellent services. Birdeye can be a great tool to see where we are at and gage to where we want to be. Overall satisfied with Birdeye.
Pros
Provide reviews across all platforms
tailor responses with use of AI
Cons
showing AI responses with no prompt as suggestions
Likelihood to Recommend
Birdeye gives great insight to how my business is doing, especially direct responses, clients can give us direct feedback which ultimately helps us find what we are doing right and what we can improve on.
We use Birdeye for many different things because they offer so many options. Our biggest use is with our client feedback and reviews. Birdeye has mainstreamed our entire review process to make it so much easier to analyze and respond to. It even helps streamline our strengths into our social medias.
Pros
Its very single to use and navigate
It makes reputation mangement so much easier
Cons
A direct link in the notification emails to take you straight to the review that needs to be answered
Syncing issues with third-party platforms can sometimes cause delays in review updates
Likelihood to Recommend
Birdeye is well suited in so many ways, it has features I never thought possible and for them to be compact onto 1 site is a game changer. For example, It is well suited in that we can rely on the automation of review requests via SMS and email after customer interactions which has significantly boosted our review volume.
Birdeye helps me manage all my reviews in one app. I love that they help me compose my replies so they sound professional. My time is valuable and being able to go to one site and handle all reviews without visiting each review site is amazing. I would recommend Birdeye to anyone looking to simplify their review response process.
Birdeye is our main platform for reputation management organizing & responding to online reviews. I utilize Birdeye daily to manage my site's online presence. It is very simple to look over client reviews as they are all consolidated. The need for visiting multiple sites is eliminated & I can respond quickly and eloquently using the AI tool.
Pros
Consolidation of reviews from multiple sites
Intelligent AI response generation
Simple navigation
Clean and fluid site flow
Cons
Slightly more variation in AI responses
Likelihood to Recommend
I am able to respond to my reviews in 24hrs, and do not have to struggle to visit many sites to do so. It definitely improved our client connection as clients are made aware that we are reviewing feedback quickly, and responding in real time!
