G2

Joe S.

Public Relations Manager

Mid-Market (51-1000 emp.)

9/9/2020

"Immediately responsive & insightful: Great tools and analytics to measure customer service"

5/5

What do you like best about Birdeye?

Discovering our company was receiving a number of negative reviews that were not being countered with more positive reviews, I contacted BirdEye to secure assistance in crafting Reviews Request Campaigns that would make an impactful difference. My account representative stayed on the line with me for more than an hour as we developed a smart, more inviting series of messages to our customers to share their positive experiences. Within the next few days, I saw the tide turn as nearly 20 reviews came in with praise for our company's customer service.

Since that time, I reference the website daily and have consistently relied upon (and appreciate) how BirdEye aggregates reviews from all consumer ratings providers into one clean, easily readable and very detailed report. I am able to look at our reviews over any time period I need, plus I'm able to drill down into the individual reviews to note specific issues experienced by our customers. I will spot performance trends, note ratings sites that need renewed attention, and review analytics covering all necessary data.

Using BirdEye for more than five years now, I cam continually impressed by the tremendous customer service from knowledgable representatives who answer all questions, help solve problems you may be having, introduce you to new services being offered, and assistance in creating valuable reports you can share with your company leadership. I'm extremely grateful for how BirdEye helps me accomplish my job responsibilities and keeps me well-informed of our ongoing customer experience. Review collected by and hosted on G2.com.

What do you dislike about Birdeye?

Sometimes sending an email directly to BirdEye Support can take several hours to receive a peraonal response. But they've been working on this so that account reps are far more quick to return calls. There are lots and lots of details to cover before creating a successful customer reviews campaign. But this is also how you get truly effective campaigns and customized reports -- so I don't have a problem with this. I very much appreciate their professional attitude and willingness to keep me a satisfied client. Review collected by and hosted on G2.com.

Recommendations to others considering Birdeye:

No other organization offers a fully comprehensive analysis of a company's online reputation standing. Birdeye stands heads and shoulders above its competition--I'm extremely pleased to be a loyal customer of their services. Review collected by and hosted on G2.com.

What problems is Birdeye solving and how is that benefiting you?

It's human nature to be inspired to act proactively with a negative experience. Customers who have positive experiences need to be encouraged to share what their responses, and BirdEye offers a great way--not too pushy--to let people know how much good to other potential customers can come from their review.

The average customer is far more willing to jump online to offer a rating and write-up of their negative experience & complaints vs. sharing their positive experiences with our company. The result is that we could very easily have mostly negative reviews show up when a new customer is researching our company before they try us out.

BirdEye makes it possible for us to reach out directly to customers who have had positive experiences and politely ASK them for further comments so that we can share their experience with others. Because of BirdEye's service, we have been able to raise the average customer rating by nearly two full points, which is tremendously helpful in securing new customers.

My senior leadership team (SLT) requests weekly, monthly and quarterly data from me that details how our company ratings and reviews are doing. Through BirdEye, I am able to create custom reports covering growth trends and performance results that are easy to digest while being very detailed as well. I am indebted to BirdEye for helping me to meet expectations while making my job so much easier to accomplish. Review collected by and hosted on G2.com.

Response from Caroline Martinez of Birdeye

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Hi Joe, thank you for the thorough feedback! We enjoy hearing how our customers are using the platform and its impact on their business. So thrilled you shared that with us!