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Easy-to-use platform, very responsive support, all-around great experience.
June 26, 2023

Easy-to-use platform, very responsive support, all-around great experience.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Birdeye

We needed a solution to help our franchisees gather more reviews and stay on top of the reviews they receive to keep their customers happy. Birdeye makes the process of asking for reviews easy with email and text message automation, and it makes responding to reviews easy, too. You can reply to reviews directly from Birdeye without having to log in to each different platform you're monitoring (Google Business Profile, Facebook, etc.) The platform also helps our corporate marketing team get a better idea of how our franchisees are doing on a daily basis.
  • Review Request Automation
  • Custom Configuration
  • Responsive Customer Service
  • Automations sometimes have hiccups and need adjustment
  • The Birdeye message inbox within the platform could be better at filtering out spam
  • 664% increase in reviews since signing on in 2019
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.

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

If you need Birdeye for review-gathering, the dashboard and automation workflow setup is very smooth. The Birdeye team worked with us closely to set it up initially and also provides ongoing support with a dedicated account manager. They've had a bit more turnover in their account managers lately, but every one of the account managers assigned to us have been knowledgeable and friendly, and have hit the ground running with our account. These aspects of the service have proven incredibly valuable to our organization, and our franchisees have been really impressed as well.

We've used Birdeye for around four years now, and they've been our preferred reputation management system because they fully adhere to Google's guidelines for review solicitation, which is very important to our organization. This really sets them apart from others in the industry--no review-gating, no incentivized reviews, etc., which is admirable in a space where many rely on these tactics for review-gathering.

Birdeye Support

We have a dedicated account manager who is very responsive to questions or other issues as they arise.

Using 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.