Item: Birdeye
Rating: 10
Author: Scott Moore

Overall Satisfaction with Birdeye

Use Cases and Deployment Scope

We currently use Birdeye in many different ways, but all of the ways could be summed up in the sense that we use it to better connect with our customers on a daily basis and better connect them with the services and special requests, and general questions that they need fulfilled in order to see us as a company that sells an excellence product with excellent customer service. We have regular email ad campaigns that go out to our customers after a job is performed so that they may review us on several different social media sites (Googe and Facebook being a few of them). We also have a live chat option where customers can send us direct messages that our account managers receive and respond to in real-time. Internally we have an entire campaign going where we recognize and reward our customer-facing employees for accomplishing our Mission of WOWING our Customers with remarkable service, and we use Birdeye to track how many reviews are attributed to jobs that they have done or that have occurred at their branches. Birdeye is an absolutely incredible, dynamic, and easy tool to use and we are blessed to have it in our arsenal!

Pros and Cons

Pros

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.

Cons

The overall chat/email inbox can get out of hand if a user does not take the time to set it up and organize in the first place.
Last I checked, if multiple users are responding to different or the same emails at the same time, or responding to reviews at the same time, the users cannot see what the other is doing. It would be nice to see Birdeye almost like a Spreadsheet and you can see where the other user is working so you both don't respond to the same review etc.
Their Instagram and Social Media presence is slowly growing! I see their posts and they only have a handful of likes, but I see they are trying and I think someday they will get the recognition they deserve.

Return on Investment

Positive - our Facebook and Google Reviews are through the roof
Positive - if a customer has an issue or a misunderstanding, they will direct message us rather than automatically leaving a bad review
Positive - employee engagement is up because we can recognize individuals who has positive customer feedback from their performance

Alternatives Considered

I have not explored any other options when it comes to the kind of work that Birdeye performs for us.

Key Insights

Do you think Birdeye delivers good value for the price?

Yes

Are you happy with Birdeye's feature set?

Yes

Did Birdeye live up to sales and marketing promises?

Yes

Did implementation of Birdeye go as expected?

Yes

Would you buy Birdeye again?

Yes

Other Software Used

OneNote, Microsoft Teams, PayScale MarketPay

Likelihood to Recommend

Birdeye is incredible at taking various social media sites where people review your business and gathering them together so you can respond to the reviews and also track and analyze the feedback as well. It does all the collecting and heavy lifting for you and makes your customer service communications very easy to manage without a lot of switching costs at all. You may also text message and email your customers through their site and send out coupons, specials, or deals, etc., to them to get feedback and immediate responses. There are also surveys you may send out and NPS data collection. They even added a bill pay feature so that customers may pay you digitally through Birdeye. If you do not have a lot of customers or getting and tracking online reviews is not a high priority for you (it should be!), then Birdeye might not be as helpful for you. Although I can think of lots of ways it can be helpful to any company.

Birdeye Support

Support Rating

Everyone is always very nice and eager to help you achieve clarity and overcome and obstacles.

Using Birdeye

Usability

Super usable! You can explore on your own and figure it out easily enough, or you can ask for help from their customer service tea, and they will certainly take the time to show you all the features and ways you can use it to innovate your processes.

Comments

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Ciera Saldona
commented a year ago
Amazing feedback, Scott! Thank you for taking the time to leave us a thorough review. We appreciate you taking the time and are happy to hear about the success you have had with the platform.

Birdeye is a wonderful tool that can be used in countless ways to better-reach and better-serve your customers