We switched from Birdeye for the digital comms side of our stack. The integration story was the deciding factor. Hubspot sync runs out of the box, Zapier covers the rest. Inbox conversations sync to Hubspot contacts, the AI chatbot hands qualified leads into deal pipelines, branching surveys feed segmentation back to the CRM, and email plus SMS campaigns nurture the contacts the chatbot has already qualified. Inside one afternoon, the whole stack was wired in.

Five things we lean on, all on the digital side: Omnichannel inbox. Webchat, Instagram, Facebook, and WhatsApp DMs into one queue. Conversation history persists across channels. AI chatbot. Trained on our docs in an afternoon. Handles first-touch on webchat and social DMs, escalates cleanly to a human when it isn't sure. Social publishing. Same content scheduled across Facebook and Instagram from one queue. Surveys with branching logic. NPS by email and SMS. Paths branch based on the score and trigger downstream campaigns automatically. Email and SMS campaigns. Both from the same tool. Saved us standing up a separate ESP for low-volume sequences. The whole thing replaces an inbox, a chatbot, a social scheduler, and an ESP at a price below any one of those individually.

Our business is multi-location and we rely on multiple different vendors. So we have to stitch together a lot of stuff: listings, reviews, inbox, social, and email/SMS campaigns. Pluspoint covers it for us, including per-location pricing on their website (which is important for our business model). That alone put them ahead of the alternatives. What we use, in order of importance to us: - Simple, intuitive, and responsive UI with nice performance - Listings management across Google, Apple Maps, Bing, and directories. Hours and addresses stay in sync. - Review generation via QR codes at each location. Weekly volume is steady. - We usually reply to all the reviews on our own, but AI review replies in our brand voice would be helpful once we don't have the time for that. - Omnichannel inbox catches webchat, plus Instagram, plus Facebook, plus WhatsApp DMs across every location. - AI chatbot deflects routine questions on webchat and social DMs. - Social publishing pushes the same post to every Google profile, Instagram and Facebook from one queue. - Surveys with branching logic for post-visit NPS, routing to a review ask or a manager follow-up. - Analytics across all of the above in one dashboard. Also, great support and swift replies from the founding team. Overall, really solid feature list that covers all our needs