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
Crayon Intel Pro
Score 4.7 out of 10
N/A
Crayon headquartered in Boston offers the Crayon Intel Pro marketing intelligence suite, including competitive intel and analysis, market and product trends, and search tools (e.g. filters and views) for making data intelligible.
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.
Elsewhere in my review, I've talked about Crayon's incredible capabilities to track competitors, make ingesting intelligence about those competitors automatic, and how easily it incorporates that intelligence into dynamically and automatically-updated battlecards. I've also talked about their expanding use of AI to improve user experience and to improve the final work of CI professionals. All of which is to say that Crayon is the best tool I've ever used for intelligence analysis- it's incredible. Another area of consideration is analytics, particularly around win/loss data - Crayon's integration with Salesforce creates insightful analytics for understanding which competitors you're winning against, which you're losing against, which sellers are having a hard time, which are succeeding, and which sellers are utilizing the battlecards during the sales cycle. Proving ROI is simple with Crayon's analytics, as well, with a tool to show how much revenue you (as an individual) or your team have influenced with your battlecards.
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.
Crayon has been innovative in incorporating AI into the tool, both to enhance productivity and to enhance the outcomes of analysis. The fantastic thing is these features started rudimentary, have gotten better, and are set to get better still - I could recommend this to Crayon as an area for improvement (I suppose), but they're already working to take advantage of the latest AI features to make the user experience and our outputs even better.
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.
The easiest program I've ever used in the medical field. Just one click to send a review and easy data entry to add customer into the system. The Birdeye program is actually fun to use and no prior skill is necessary!
Crayon is super easy to use - regardless of level in the organization. As a power user, it's easy to curate the most important information about competitors and then distribute it out to leadership and other teams so that they can stay informed on the most important competitor trends. It allows me to share out information via email or through Slack and our competitive intel channel
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.
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.
The core features of all of these are essentially the same. Crayon Impact (the win/loss side) is what won us over compared to the other tools that we demoed.
Crayon has centralized what was previously a dispersed collection of competitive intelligence analysis, streamlined sharing of competitive insights, and allowed the CI Team unprecedented visibility into our impact on the business. This helps our business by: making sharing of analysis more efficient and creating a self-serve mechanism among our stakeholders, reducing the number of bespoke requests we receive; fostering competitive discussions among the wider workforce, which pulls in multiple perspective to ultimately shape and improve the quality of finished analysis; clarifying the impact of the CI Team's role on the business, which makes discussions around ROI with leadership much easier now that they're backed by hard numbers rather than a reliance on anecdotal evidence.
