Birdeye Customer Experience and Reputation Marketing Platform Review
Customers are the lifeblood of any company. That is why great firms devote enormous resources to determining how to acquire and retain them. With thousands of consumers per company nowadays, pleasing them can appear to be a great challenge. Fortunately, Birdeye’s SaaS platform is designed to suit these requirements.
This article will look at the tools available through Birdeye to improve customer engagement and business reputation. We’ll examine essential integrations, price alternatives, terms, and policies and offer our expert judgment to determine whether the platform is right for your business.
Birdeye Overview
Birdeye wants to assist businesses to provide exceptional customer experiences so they can stand out from the competition and draw in more devoted clients. The software’s parent firm, Birdeye Inc., was established in 2012 in Palo Alto, California, by seasoned software professionals Naveen Gupta and Neeraj Gupta. Before working alongside Neeraj to create Birdeye, Naveen Gupta served as the Chief Product Officer at RingCentral.
However, the product selections given by Birdeye show more than just a focus on the customer. It strives to give customer service administrators a seamless experience thanks to its unified platform for customer experience management. The platform enables businesses to list their brands on Google and marketplaces, talk with clients, arrange appointments, accept payments, and share information via tickets, surveys, and analytics.
Currently, over 80,000 enterprises are using Birdeye’s services to manage the customer experiences of over 100 million individuals. Along with being quite diverse, Birdeye’s clientele includes the healthcare, dental, and personal services industries.
Birdeye supports a range of business sizes and offers small and large business-specific solutions on its website.
- Established: 2012
- Founders: Naveen Gupta and Neeraj Gupta
- Offices: Palo Alto, California; Irving, Texas; Sydney, Australia; Gurugram, India; London, UK.
5 Core Features of Birdeye
Expert Opinion
Rating: 4.8/5
Our experience with the platform revealed that Birdeye provides a full spectrum of solutions for a variety of customer-facing organizations. Birdeye provides a lovely platform for these goals if you’re interested in enhancing your company’s reputation while providing smooth customer experiences. The platform’s straightforward, no-code interface makes it simple to use.
For new enterprises that only need a portion of the services offered, Birdeye’s platform’s abundance of functionalities can be overwhelming. Through its dedicated self-help blog and accessible representatives, Birdeye makes accessing help on the platform quite simple.
Because its features are built for easy scaling, the platform’s comprehensiveness will thrill both major corporations and startups chasing rapid expansion. Birdeye’s integrations reflect the businesses it supports, with over 40 industry-specific software solutions.
Overall, Birdeye offers a comprehensive suite of software tools to help small and large organizations develop and manage an online reputation while increasing customer retention.
Notable Features of Birdeye
Birdeye has a broad catalog of features, ensuring businesses can engage with their customers and boost their image. We will explore these features below and show how they all merge to drive customer attraction and engagement:
1. Attract customers with SEO
Birdeye allows local companies to list their establishments on websites like Google, Facebook, and others. Additionally, Birdeye offers local listing statistics so that you may monitor site traffic and other figures that shed light on the effectiveness of SEO efforts. The platform is also a licensed Google Seller Ratings partner. Therefore getting reviews on Google is made much easier by using it.
Automated review campaigns are yet another capability Birdeye provides. This feature enables you to target old and existing clients who want to review your company. You can do this to quickly generate up to 100 reviews, and feature them on Google Seller ratings. In addition to Google Seller Ratings, Birdeye interfaces with many other Google services.
The site also offers managed referral campaign options. With the option to automate referral generation across online, social media, and payment platforms, Birdeye offers configurable referral templates.
2. Engage customers via various channels
Text messaging, web chat, email, and social media are some of the methods Birdeye provides to deliver innovative customer communication. Businesses can manage all of their messages using the platform’s one inbox, regardless of the channel or platform. Additionally, it provides several auxiliary tools and capabilities to classify messages according to importance, channel, and audience.
With its web chat capability, Birdeye also gives businesses a way maximize chatbots. Its live chat function enables companies to automate conversation processes, generate leads, and communicate with clients in real-time.
Birdeye’s chatbot, Robin, can automatically react to frequently asked questions from customers, giving your staff more time to address more complicated queries. Lead generation is also incorporated into the web chat, which gathers names and phone numbers for each new web interaction. You may monitor online interaction data by integrating this chat option with Google Analytics and other systems.
3. Facilitate payments with multiple payment options
You can use Birdeye’s payment methods on a variety of platforms. You can track revenues with Birdeye’s integration of POS (point-of-sale) and online payments onto a single platform.
With the Point-of-Sale option, you may accept payments at your physical locations using in-store or portable card readers. By integrating Birdeye into your CRM and accounting, you can immediately address any problems with data entry. Additionally, Birdeye gives you the ability to send bills via social media, text message, or email to request payments from clients.
Customers can generate automatic QR codes and make payments using a variety of platforms, making online payment possibilities with the platform simple. Flexible billing solutions allow you to better consider your consumers by allowing them to pay regularly or all at once before service.
4. Cultivate brand loyalty with surveys and insights
Without requiring coding knowledge, Birdeye provides a streamlined survey builder that enables users to construct and deploy customer surveys quickly. Additionally, Birdeye offers tools that help surveys get a high click-through rate, including text-based survey inquiries that increase open rates and automated survey campaigns that let companies disseminate their polls across several platforms.
With sophisticated data collecting and analytics to drive insights and implement change, the platform offers detailed choices for analyzing survey data to produce insights. Additionally, Birdeye offers a respectable ticketing tool to handle consumer concerns properly. Its ticketing system uses AI and has options to speed up customer service.
For instance, it uses a “smart filter” to assign tickets to the appropriate team members and it can help highlight the most crucial tickets. Most significantly, it provides an integrated dashboard and real-time warnings to ensure organizations can swiftly and effectively address consumer complaints.
5. Automate routine business tasks with professional and managed services
In addition to its robust product offerings, Birdeye offers professional and managed services so businesses can delegate parts of their customer service operations. The professional services include data analytics, custom API integration, website and CRM integrations.
Birdeye’s managed services offering is more hands-on, allowing businesses to outsource entire sections of their customer experience activity. They offer managed review services, helping respond to customer reviews in your brand voice.
The managed services offering also includes managed chat services, where their team can help you talk to prospects in real-time and book appointments, in addition to local SEO services to help your business dominate in its location.
Birdeye’s Integrations
Birdeye provides over 3,000 software integrations on its platform, which are suited to various business niches, including accounting & invoicing, animal shelter, and medical.
It integrates excellently with Google Calendar and Maps, making it easy for customers to book appointments 24/7 through your website, social media, or Google Business profile.
The platform can also help you automate reminders, reducing your frequency of no-shows and canceled appointments. Your business can derive actionable insights through the software’s detailed reporting features while tracking metrics such as bookings, confirmations, and no-shows.
Also, for integrations not available on their platform, there is an option to consult with a representative from the company. The company’s website also features a developer portal where your team can build custom APIs for software integration.
Plans and Pricing Options
Birdeye does not offer a one-size-fits-all pricing package for its clients. However, it does provide a pricing configurator on its website to allow clients to generate customized pricing depending on company size and needs.
Its pricing configurator requests several details, including company name and country, number of locations, average customer’s monthly spend, and employee count. Based on this, it calculates the product pricing options spread across three packages: Starter, Growth, and Dominate.
We used a hypothetical small business in the US with 2-3 locations, a monthly customer spending of $2,500+, and 10-25 employees to test the pricing configurator. The configurator generated a Starter pricing value of $299 per location per month. However, the Growth and Dominate plans stood at $399 and $449 per location per month each.
Price and Key Features Comparisons Table
| Plan | Starter | Growth | Dominate |
| Reviews | ✔ | ✔ | ✔ |
| Listings | ✔ | ✔ | ✔ |
| Messaging | ✔ | ✔ | ✔ |
| Webchat | – | ✔ | ✔ |
| Social | – | – | ✔ |
| Campaigns | ✔ | ✔ | ✔ |
| Payments | ✔ | ✔ | ✔ |
| Mobile app | ✔ | ✔ | ✔ |
| Unlimited contacts | ✔ | ✔ | ✔ |
| Team chat | ✔ | ✔ | ✔ |
| Integrations | ✔ | ✔ | ✔ |
| Users | Unlimited | Unlimited | Unlimited |
| Support | ✔ | ✔ | ✔ |
Terms and Policies
Birdeye’s Terms and Policies highlight the conditions by which it provides its subscription and professional services. Birdeye disclaims any responsibility for the terms of use, privacy policies, operation, performance, and content of any third-party sites integrated with its subscription service.
Also, clients’ use of the subscription service may involve the receipt of data generated by the service. The client may display the data on public websites. However, they may only be modified or used for other purposes with Birdeye’s prior written approval. The specific provider’s terms of use further limit third-party data and content in this manner.
Birdeye collects and stores personal data and financial information when users purchase their services. They may also disclose personally identifiable information to websites with the user’s permission. Its use of information from Google APIs adheres to Google’s Limited Use Policy.
Customer Support
Birdeye offers a robust suite of options for customer support, including a detailed ticketing interface on their website, a call center, and a comprehensive self-help blog. The ticketing interface collects the reason for your complaint and other personal information. For companies that want to purchase one of the solution’s plans, there is a dedicated section to schedule a demo of the software tool.
The company also has dedicated customer support phone numbers for three regions. You can reach customer support through these numbers if you live in any of these regions:]
– North America: Call 1-800-561-3357
– Australia: Call 1-800-561-3357
– United Kingdom: Call 1-800-561-3357
In addition to the call center, the company’s self-help support center contains detailed explanations of how to get started with the software and answers other critical questions. The support center has sections for each product, a video library, a developer portal, and a link to resources such as guides, blogs, and podcasts.
Wrapping Up
Customers are the priority of any business, and finding effective ways to maintain customer engagement is essential. This is why a comprehensive solution that helps companies seamlessly manage customer relations is always valuable. From our research, Birdeye aims to do just this.
If you’d like to engage with Birdeye or try out their product, visit their website or contact the team for a first-hand product experience.
Contributors: Victor Femi-Lawal (Technical Writer) and Eyimofe Adewole (Graphic Designer)
