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.
Birdeye has been a game changer for our business! The platform is incredibly user-friendly, making it easy to collect, manage, and respond to customer reviews all in one place. The insights we get from their analytics help us understand our customers better and improve our services. The support team is also top-notch, always quick to help and very knowledgeable. I highly recommend Birdeye to any business looking to boost their online reputation and streamline customer feedback!
Pros
Automated Review Generation and Management
AI-Powered Review Insights
Customizable Review Response Templates
Cons
Steep Learning Curve and Usability Challenges
Integration Limitations
Customer Support and Account Management Issues
Likelihood to Recommend
After completing a roof installation or repair, the company wants to collect reviews from homeowners.
Birdeye automates review requests via SMS or email, increasing the likelihood that satisfied customers leave positive reviews on Google, Yelp, or Facebook, critical for local search visibility and credibility.
We use Birdeye to help with our online reputation, chatbots and reviews. After getting onboarded, we hit the ground running. We immediately noticed an increase in communication from our website and Facebook. With Birdeye's support, we were able to quickly respond to employees, potential customers and current clients. The tools aren't cheap but they have seemed worth the cost.
Pros
Client Reputation
Chatbot
Customer Service
Cons
Price
Online contact information
Contract renewals
Likelihood to Recommend
If you are in need of increased client or employee reviews, Birdeye is a great resource. Not only will they set you up with the service, they will help you execute on the plan. They will keep you accountable to using the service and executing the plan as well. Chatbots are good as well but there are cheaper services now.
We used Birdeye to manager reviews. We were going to use it for referral management, but that became too complicated.
Pros
In my experience, they were very responsive during implementation.
In my opinion, they market themselves well
I think they are very good at selling you their product
Cons
In my opinion, pricing is really really high for what you get
Sales staff is very good and communicative and English as a first language. The implementation staff... not so much. I found it very challenging communicating with that team.
In my opinion, the contract is outrageous. 12 months- ok fine. But then they auto renew for 12 months and, in my experience, won't let you out.
Likelihood to Recommend
The contract states that it is 12 months. Ok fine. However- it auto renews and, in my experience, they won't let you cancel until the next 12 months. I think it's worse than a big box gym membership. And guess what?? In my opinion, it's a total scam because once everything is set up in Birdeye (which I did btw- not them), it's set and forget. Meaning- they are doing nothing to contribute to the value of their initial offering. Which is fine- but don't keep me hostage to some insane contract.
VU
Verified User
C-Level Executive in Corporate (Construction company, 11-50 employees)
We utilize Birdeye to monitor all customer relayed feedback. Birdeye allows us to receive direct feedback from our customers quickly and easily. Even customers who struggle with technology have an easy time giving us feedback on this platform. A lot of customers comment that they don't use google or yelp and cannot give us feedback on those sites. It would be great if new customers looking for a company could see some of our positive Birdeye reviews. The platform is great and we enjoy the analytics as more come our way.
Pros
Quick and efficient feedback
Easy to use
Great pulse of how we are doing
Cons
As mentioned, potentially having good internal Birdeyes shown to potential customers
Ways to categorize and organize reviews more on the mobile app
Likelihood to Recommend
I do believe any service based industry that truly cares about their customers and their opinions would benefit greatly from Birdeye. We have tons of visibility into what we are doing well and what we are not.
we use birdeye for customer reviews on our services that we porvide. this gives us great feedback to be able to better serve our customers. wether it is changing policies, are there areas we are missing in training, or how we can simply better serve our customers on a daily basis. the feedback is quick and easy to follow.
Pros
keeps me updated on how we are doing providing services
ease of use for our customers to review our company
Cons
i do not have any examples
Likelihood to Recommend
If you are looking for feedback on your company, this platform provides your customers, consumers, and individuals to provide direct feedback on how you are doing. Even if it is a negative review it provides you a baseline of what you need to do to solve whatever issues are being discussed.
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
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.
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.
We rely heavily on Birdeye for customer reviews. It makes it so easy for customers to automatically get a review request via text after their services are completed, and then we're able to collect those valuable reviews so easily! In this day and age, reviews are everything, and we take our reviews seriously. We're able to commend employees for positive reviews, and be proactive about reviews that reveal an issue. Honestly, for a company of our size, there's no other way to manage review gathering aside from Birdeye.
Pros
Text message review requests
User interface that is intuitive and easy to navigate
One stop shop for review gathering
Customer service was fast and efficient for end user
Cons
Issue resolution when they first come up
Price point
constantly updating with new functionality
Likelihood to Recommend
It's perfect for our business - when we complete a service for a homeowner, they text goes out to request a review and it's recorded. We don't have to ask for reviews, or hope that people jump into Google to leave one.
VU
Verified User
Professional in Human Resources (Construction company, 201-500 employees)
We started using Birdeye to aggregate customer reviews from multiple platforms and publish them on our website and Social Media accounts. We have recently included their Virtual Receptionist (VR) and Chat feature which we have integrated onto our website. The VR allows customers to leave a message and the message is converted from speech to text. We can review the audio of the message or view the converted text which is also available to communicate with a customer via SMS. The chat feature allows customers to communicate with us via SMS thru our website
Pros
Aggregates customer reviews from multiple platforms and posts the reviews to our website and SM accounts
Provides a Virtual Receptionist to take messages and convert speech to SMS-ready text
Allows SMS texting functionality from our website
Cons
Speech to text conversion can be improved
We have made improvement suggestions for the SMS message management
Likelihood to Recommend
We have found that they have been a welcome addition to our marketing and communication effort and continue to add functionality that helps us to improve in these efforts
We use BirdEye to manage reviews and surveys for our small home building company, as well as our fencing company. We have significantly increased our positive presence for both companies online through BirdEye.
Pros
Review management.
Easy to use.
Cons
Clearer communication from sales department.
Allow more than one photo on the BirdEye review site created for each account.
Likelihood to Recommend
BirdEye is extremely easy to use, so it is well suited to companies that don't have a dedicated IT/social media team. The survey feature costs extra but can be a very useful tool for companies that don't naturally see their areas for improvement. If your company is new or doesn't have much online presence, BirdEye can help boost reviews fairly quickly, as it is intuitive and simple to use for both the reviewer and the company.
VU
Verified User
Administrative Assistant in Customer Service (Construction company, 11-50 employees)
BirdEye is being used by our field staff. After a service call is completed the software is used to request online reviews and gain feedback into what customers think of our service.
Pros
Encourage customers to write reviews
Allows us to monitor review activity by associate and also how they associate is performing in the field
Cons
Reports
Likelihood to Recommend
It is good at any organization that is looking for a way to manage and increase online reviews and monitor performance of associates in the field.
