What do you like best?
We've used other reputation management services in the past, but Birdeye has far exceeded the results we received on other platforms. In less than 3 months, we were able to generate more reviews than we had in 2 years on a different platform. What I like best? It's easy to use for the business. Rob is an amazing account rep. Following his guidance, I was able to sign up all of our providers (30+) and locations (10+) easily. We developed an internal system so that we can share positive reviews with the team, and also route negative reviews to the appropriate location manager to respond quickly. Providing a fast response to let customers know you are listening often helped turn a 1 star review into a 5 star review. Second, it's easy for customers to use and the survey isn't overly complicated which is important because no one has time to answer a 10 minute survey.
What do you dislike?
There's not anything I really dislike, but there are recommendations I have. For instance:
It would be nice if there was a "share" tool that allowed me to send a negative review / task to a manager. Because we have so many providers/locations, managers don't have time to manage daily notifications - it would overwhelm their inboxes. But it would be nice if there was a share tool to allow my team to more easily click a button and forward a particular review to the appropriate person.
I also wish there was an easier way to have the system account for "duplicate reviews." For instance, while each of our locations has individual review pages, we only have one brand facebook page. That means that anyone who leaves a Facebook review, we sometimes see that review in the dashboard multiple times. This may be unique to our business but it would be nice to clean that up somehow.
Recommendations to others considering the product:
To anyone looking for a reputation management partner, I highly recommend Birdeye. The platform is easy to implement and use and the customer service / account reps are interested and invested in your success. It's rare these days to find a partnership with a real person on the other end, but Birdeye is responsive and efficient in handling questions, concerns, and providing recommendations on continuing to improve your profiles.
What problems are you solving with the product? What benefits have you realized?
Reputation management is so important. If you have zero reviews, or you only have 1 or 2 that are opposite extremes, it's difficult for other customers to get a feel for what your business is really like. The challenge that Birdeye helps us solve is being responsive - most customers / patients just want to know that their feedback is heard. Birdeye helps us to listen and respond quickly. In my opinion, there's no such thing as negative feedback -- every customer who takes the time to tell you how you're doing is an opportunity to listen, learn and improve. This is one of the many reasons that we value our relationship with Birdeye.