15 years helping Singaporean businesses
choose better software
About Birdeye
Birdeye is a Reputation & Customer Experience platform used by over 100k businesses to manage reviews, engage visitors, & grow sales.
We chose Birdeye because of its ability to integrate with our clients dental softwares.
Sometimes old correspondence will pop up in our 'Open' inbox and I'm not sure why that is. It could be user error, but IDK.
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Filter reviews (607)
Alternatives Considered:
Best choice for review management platforms
Comments: I'm quite happy with everything. We have run into some billing issues, technical issues, etc, but we did manage to get everything resolved. We were assigned a customer service rep and they've been very helpful in ironing out any problems. I've been with these guys for almost 2 years and I don't have any interest in switching to a different provider.
Pros:
We tried a few different review management systems but BirdEye was the most established one. They offer great deals for marketing agencies that are looking to whitelabel the software and offer it to clients as part of the marketing packages. This was a huge plus for us.
Cons:
Software can be clunky. Think of BirdEye like Salesforce, they're the biggest in the space because the software is good but it can also be rather clucky to use. Other review management systems were more streamlined but I think BirdEye more than makes up for it with customer service and support.
Birdeye Response
3 years ago
Hi Nick, thanks for choosing BirdEye! We appreciate you being a BirdEye partner and we look forward to the years to come. Keep up the great work!
Multifaceted Solution for Digital Customer Engagement
Comments: Birdeye is an efficient, comprehensive solution for businesses seeking to streamline their online customer engagement. Their versatile chatbot seamlessly blends into any website, facilitating smooth user interactions. The intuitive dashboard presents a clear, central hub for tracking all customer correspondence, making Birdeye an effective choice for businesses keen on advancing their digital customer service front. We have seen great benefit from using Birdeye.
Pros:
What I appreciate most about Birdeye is its robustness as a communication platform. The chatbot engages visitors effectively, providing them instant, personalized responses, while the dashboard gives us a panoramic view of all customer interactions. This ability to combine engagement and tracking into a unified interface results in a remarkable increase in efficiency, allowing us to respond quicker and more precisely to our clientele's needs.
Cons:
On the slight downside, Birdeye’s comprehensive nature may initially come off as overwhelming. Its multiple features demand a certain learning curve, which may be time-consuming for newcomers. Further, occasional lags in the chatbot responses can sometimes compromise real-time customer engagement. A bit of refining to the software's speed and user interface could enhance the overall user experience, making Birdeye an even more formidable force in the online customer engagement realm.
Better Solutions Available. (BirdEye cares about their business not yours.)
Comments: The software is decent. It seems to me that BirdEye cares more about their business, than their clients business. We were adopting a new software (ServiceTitan) to manage our technician scheduling, billing, project management, office management, etc. This new software was going to replace two of the main reasons we were using BirdEye. We communicated this to our BirdEye sales representative 6 weeks before our agreement with BirdEye was to renew. Our English speaking sales rep said "Ok, well just let us know." A few weeks later when I told them for sure that we'd be adopting the new software in 4-5 months. They said "welp, we require a 30 day notice to cancel or your account automatically renews for this initial term of the agreement, so you'll need to stay with us for another year." We have since onboarded with the new software but are stuck paying BirdEye $1700+ month for a service we no longer need. Very frustrating. We are now paying $1700+ a month for a software we don't need. Shame on me for not memorizing their agreement. Shame on their sales rep for not telling me plainly "look if you are going to adopt a new software in a few months-- give us notice of cancellation now and then when your current term expires we can go month-to-month." Very frustrating. We escalated the issue to an upper management guy in India who made it clear BirdEye's cares more about BirdEye than their clients. Shame on BirdEye for unreasonable business practices.
Pros:
The BirdEye solution is decent. Review requests get delivered and the process for getting reviews from customers is a simple process.
Cons:
Poor business practices. Your sales rep will likely be a native English speaker, advanced customer service will be handled buy a specialist who is talented but overseas. Nothing wrong with overseas software firms or client support-- but wow, it was really frustrating at times especially when you have questions related billing and agreement questions.
Alternatives Considered:
Birdeye within the Vet World
Comments: Overall experience with Birdeye is great. They are very helpful and informative. They help as soon as we ask for it and go above and beyond when it comes to showing us what we can do and use.
Pros:
I love the customizable social feature. We have multiple clinics that all have different logos and colors. This helps make it very easy to post to all clinics at once. We also love the Reporting software. Its very easy to use and gives us all the basics that we need. Or if we would like to go in depth we can.
Cons:
Survey integration has been our least favored item. It seems like we will need to change the way the front desk checks customers in, in order to use this correctly and this could get very messy. I loved how easy it is to use and customize but when it comes down to the front desk remembering to change the way they work on a day to day it will be difficult to incorporate and implement.
Birdeye Response
2 months ago
Amazing! Thank you for sharing how much you love utilizing Birdeye Social!
Birdeye to the Rescue
Comments: Birdeye's like that trusty pickup truck that never lets you down. Sure, it might take a minute to figure out all the bells and whistles, but once you do, it's a smooth ride down the digital highway. With chatbots, live chats, customer reviews, we get all that we need. Our company has benefitted greatly when it comes to using Birdeye.
Pros:
Birdeye shines when it comes to customer engagement. The chatbot and review generation tools have dramatically enhanced our interaction with customers. Plus, the dashboard offers a clean and organized view of all customer messages, a real plus. There are several pluses we've experienced so far.
Cons:
The user interface is not exactly user-friendly, especially at the beginning. It can feel a bit like walking through a new city with no map or guide. However, with a bit of time and patience, you'll learn your way around. In addition, the customer support is Grade A so they helped us.
An Integral Tool for Modern Customer Interactions
Comments: Birdeye stands out as a powerful software for managing and enhancing online customer relationships. Its superior chatbot technology aids in dynamic customer interaction, while the comprehensive dashboard effectively consolidates customer messages. For businesses striving to modernize their digital customer service, Birdeye offers a remarkably reliable and practical solution.
Pros:
One of the most commendable aspects of Birdeye is its ability to consolidate a large numbers of customer messages in a single, user-friendly dashboard. This feature not only saves time but also enhances our ability to make quick and informed decisions. Coupled with its interactive chatbot, Birdeye has proven to be an invaluable tool in elevating our customer service to new heights.
Cons:
Despite the numerous advantages, Birdeye is not without its challenges. For beginners, the numerous features can be somewhat daunting, leading to a steep learning curve. Despite these minor hitches, the comprehensive features and reliability of Birdeye make it a worthwhile investment for any forward-looking business. The customer support came alongside every need quickly.
Birdseye works perfectly for our customer service needs!!
Comments: Everyday we are able to see what our customers needs are. What they are needing us to improve on, and what they love about us!!
Pros:
I love that we can see what our customers are liking, and that we can see what we can improve on as well.
Cons:
It sometimes logs me out, but it is easy to log back in!
Why Get Birdeye?
Comments: Whenever we have questions and need help they are always there. 1 click away for my questions. The ease of use of their platform is what makes them great. Very satisfying result!
Pros:
Birdeye helps you in many ways, business reputation management is one of the best features of Birdeye. All business needs to have a good reputation to flourish.
Cons:
Not all company are perfect but they will try their best to help your company.
Birdeye is easy and great!
Comments: Great for customer communication, super easy and quick!
Pros:
Easy texting and get notifications very quickly!
Cons:
Logs me out every time I leave work for the day!
Great software, more than pays for itself
Comments: Overall good experience, the staff are always helpful and informative
Pros:
Allows us to convert conversations to clients easily. Great for getting reviews
Cons:
Sometimes it does not transfers clients phone numbers and emails from our CRM system
Alternatives Considered:
Good product, but flawed
Comments: The support team really wants to do a good job and can make up for the product's shortcomings. Issues pop up, naturally, as we come across unique instances, etc., and our Account Manager is great about working with us on finding resolutions.
Pros:
Birdeye's ability to integrate with a wide variety of patient management systems (PMS) for review generation is exceptional and sets this product apart from anything else we can find. Our clients use a wide variety of PMSs, and Birdeye integrates with nearly all of them. If they don't they'll work on finding a solution to bring automation to the system.
Cons:
We have a large number of clients that use this system and during the sales process we were told that all we needed to do was provide a CSV of their names & locations, and the onboarding team would handle it. Unfortunately, that was not the case. We had to manually configure a profile for each of our clients. Also, the continually cross market to existing clients. For example, we have a client that has multiple locations. Most of the locations are managed through our Birdeye account, while one location has it's own Birdeye account not tied to us. The manager of that one location continues to receive messages from Birdeye saying that they really should bring the other locations onboard and also says that nothing is being done with the locations we manage. Every time they send a message we request that Birdeye flag that the other locations are in our account - for some reason they won't. It's been a major issue for some of our larger clients with multiple locations spread across different Birdeye accounts.
Birdeye Response
last year
Amazing, thorough feedback, Thad! We are looking into your feedback and our team will be on top of enhancing the features for our customer's continued success. Thank you for the awareness and for being a wonderful Birdeye partner!
Alternatives Considered:
We've been using Birdeye effectively for upwards of 3 years
Comments: Love how you can set it and forget it and it will do its job month after month, year after year, reliably.
Pros:
The ease of integration and automation to dental practice management systems for us and our clients is superb. Super simple to install. Customer service has also been superb, they are dedicated to solving problems.
Cons:
The actual interface can sometimes be a bit difficult to navigate.
Alternatives Considered:
Effective tool to boost your online reviews and keep customers happy
Comments: Overall, my experience with Birdeye has been very positive. The ability to build campaigns with templates and automate the sends has been a game-changer for us. I can't argue with the results on the review side of things. There are still some features we haven't utilized yet, like CRM integration.
Pros:
The ability to direct customers to multiple review sites has allowed us to target key review platforms and have an immediate impact. We have been piloting Birdeye for one of our office locations and the results have been amazing. So far, in about 7 months, we have increased our Google reviews +110%, Facebook +68% and BBB +260%. I've also run some preliminary numbers on impact of organic search traffic and early indications suggest that Birdeye has given us at least a 5-10% boost in "discovery" searches on our GMB page. The ease of use of this software has been great. The automations have freed up time to focus on other things. The webchat has also been a very effective tool to get ahead of potential issues and keep customers happy, or at least prevent them from getting overly upset. That's been an added bonus for sure. The website review widget is a nice feature - putting our growing / positive online reputation on prominent display when our customers visit our website.
Cons:
I would like some more integration with google analytics. We do get some spam that comes through the web chat - not an unusual amount, but it is a bit annoying and seems to come in waves.
Birdeye Response
8 months ago
We love all of the results you provided from the impact of Birdeye! AMAZING! Thank you so much for sharing, Colin. We are looking forward to your continued success. :)
Alternatives Considered:
Greatly increased our online reviews!
Comments: We are on our second year using Birdeye and we only had around 30 total reviews online and today we have over 600! The program works with our customer management software and automatically sends out review requests after each job so we do not even have to think about it.
Pros:
I really like how you can see and respond to all of your reviews in one place instead of having to login to multiple sites to leave replies.
Cons:
We integrate with the Service Titan software and sometimes the technician does not come over to show who was on the job related to the review request.
Birdeye Response
3 years ago
600 reviews, that's awesome!! Thank you so much for sharing and keep up the great work!
Alternatives Considered:
Experience Management through BirdEye is an awesome experience
Comments: Decision making is now done with data. The data tells us what needs to change. That makes things easy.
Pros:
BirdEye has made experience management a wonderful experience. We manage thousands of locations and this tool gives us the transparency and scale that we need to manage an ever changing technology landscape. It also gives us the flexibility to create and execute campaigns to gather different types of feedback across various channels. The data we receive from our customers is amazing and it allows us to make better business decisions. This software has also made it really easy to identify who needs more customer service training, or changes we need to make to our facilities etc... Love the reporting, two way messaging, review gathering, monitoring and surveys. NPS is also easy to serve.
Cons:
Switching from setup to campaigns could be easier.
Terrific Business Software
Comments: They are always on the ball to provide help and respond to questions. Terrific overall experience. I have recommended your business to other friends who are in business ownership and will continue to recommend you.
Pros:
Review organization and management. Internet scanning for reviews.
Cons:
I am still a newer user to the software because it is our hygienist who enters in the clients for review requests. I happen to be the individual responsible for review tracking and replying. I did not like a recent situation where the BirdEye software changed our Facebook Profile and Cover photo to match each other, to our logo one morning at 3am. I have talked with BirdEye about this and we are on the same page for the future. We did change our cover photo and profile photo back to the original photos we have selected. We should all be good moving forward now and it did not alter my exceptional rating and perception of BirdEye as a company. We think you are terrific!!!!
Birdeye Response
4 years ago
Hi Mary, We are sorry about the FB profile changing! Good news is you can now manage all that within the dashboard, but I totally understand the frustration and glad you got it back to what you wanted quickly! By the way, Flower Mound Dental is one of our favorites!! Thanks for all the recommendations! Don't forget to fill out the referral form so we can pay you for all your referrals! The form is on the website or on the login screen :-).
Birdseye is great for patient engagement!
Comments: Overall I am very satisfied with Birdseye. From the user-friendly functionality of the software to the different and broad aspect of functions, I was able to do a lot more than initially expected.
Pros:
The live chat/texting capability is great and easy to use especially if you have multiple locations. I used the software to develop and send customer satisfaction surveys. This function is great however when the results come in and the data is compiled there can definitely be improvement in the presentation aspect of it.
Cons:
As stated above I was a bit disappointed with it results data from the surveys I sent out to customers. When using a rating scale system they compile the data and creates graphs etc. however they are very hard to read let alone present in a meeting. This function can definitely be improved.
Alternatives Considered:
Birdeye helped us expand our reviews and services!!
Comments: I love Birdeye and their customer service! When I reach a wall, they call meRight away and they are always so polite and their knowledge is huge!!
Pros:
Since we got Birdeye, our google reviews went from 46 to almost 1000 in less than 1 year!!! We LOVE IT!! The ability to text patients, confirm appointments via text etc… changed our practice to the better and saved us hours on the phones!!
Cons:
I I would like the address book to have more fields so we could search lists according to what we are looking to text….
Birdeye Response
2 months ago
Amazing results! Thanks for sharing, Guiga! We love to hear you are enjoying Birdeye Appointments!
Great for gaining a head start on the competition by better understanding customer requirements
Comments: Using Birdeye's powerful tools has given us greater ability to track feedback from our customers as well as our competitors. It made the process of reviewing multiple comments more efficient, allowing us to adjust our marketing strategies to fit actual customer interests, which increased customer confidence in our products and helped us gain customer loyalty. neo.
Pros:
Birdeye's ability to consolidate feedback about our brand from different channels into one easy-to-navigate interface is a huge plus for us; Being able to see all comments in one place, in a way that is easy to understand and categorize, allows us to better understand our customers' needs and adjust our marketing tactics accordingly. It was great to be able to automate alerts for the many people who need to be aware of reviews and enhance the speed with which they can be responded to.
Cons:
Birdeye has a great support team, which is helpful because they show us how to use the features and carry out instructions appropriately.
Birdeye Response
8 months ago
Thanks for your detailed feedback and sharing your success story with us!
Alternatives Considered:
Greatest Investment for our Company
Comments: We have seen such an phenomenal growth with our company. We have tripled our sales and are able to have our amazing clients leave amazing stories on their experience.
Pros:
You don't have to be tech savvy to operate software. There's is a lot of training videos that help you though out and a lot of tips to make your job even easier. Their customer service is top notch!
Cons:
Make it easier to log in from different browser engines.
Great experience
Comments: 100% happy with Birdeye
Pros:
The app is super easy to use. We love the customer service department. They always have an answer for us in any problem the app can have
Cons:
We asked for an internal/team chat so we can communicate in private with our team members but it seems like no one had the notifications. You can even know about that conversation if you don't go and check that box
Birdeye Response
last year
Hi! We appreciate your feedback and will look into the notifications for internal chat. Please reach out to [email protected] for any additional assistance. Thank you for leaving us a review.
Excellent choice for reputation management with a few other bells & whistles too
Comments: I've had a great experience and again do appreciate the fact that they're swift to help with any problems. Many new features have rolled out lately - all of which we're learning more about so we can use these for clients too.
Pros:
Our most favorite part of partnering with and reselling Birdeye is their customer support team. Truly, they're reachable and highly focused on solving any errors or glitches that may arise with anything automated and connected to a myriad of other sites.
Cons:
Although not extremely important, the sizing of a client's cover photo (which then displays both on their reviews url along with anytime a review is shared to a FB page) seems to be more work that it should - particularly to make it look great on both mobile and desktop.
Birdeye Response
3 years ago
Hi Amy, thanks for sharing your feedback! We love that our support team has been taking great care of you. Customer happiness is a core value of ours, so this makes us happy to hear!
Easy Review Capturing!
Comments: Exceptional service. The product functionality is ever expanding.
Pros:
The BirdEye tool makes it so easy for the reviewer to quickly and easily write 5-star reviews!
Cons:
No con. But I would love a social media post scheduling tool through The BirdEye Platform
Birdeye Response
3 years ago
Awesome, thank you for sharing your feedback! We love hearing how seamless the platform is to ask for reviews. :)
Good for reputation management
Comments: For overall reputation management Birdeye is great, when review requests are sent out. I feel like sometimes this is hit or miss. It's like when we get closer to renewal time we start to get reviews but in the midyear it drys up and we get nothing.
Pros:
I like that it allows us to request and receive reviews for Google, we also get text messaging through the app with Birdeye but we have to physically generate the messages.
Cons:
We can not get any automated text message reminders through Birdeye, we want a service provider for this service. There are other features but they are at an additional cost. Also one of the Birdeye employees was badgering me to sign a two year contract instead of our usual one year contract. And he charged my credit card for additional fees as well without my knowledge.
Birdeye Response
10 months ago
Hi Deborah, we appreciate your feedback. If you are ever having any concerns or facing any issues please reach out to us at [email protected] so we can take care of your needs immediately. Thanks for choosing Birdeye!
A Sad Ending
Comments: Birdeye doesn't listen. My overall experience ended with my retirement, effective May 12, 2022. I'm being charged, post-retirement, through January 2023 on a 12-month contract. I no longer require Birdeye's services but Birdeye will not accept cancellation of my account. I can only assume Birdeye expected me to plan my retirement around the existing contract. I can't recommend Birdeye to my colleagues (as I always have in the past); in fact, I'll recommend an alternative platform. The way Birdeye has managed the end of our relationship shows a complete lack of class. Why would I recommend Birdeye to colleagues who are also friends?
Pros:
The software produced the results we were after.
Cons:
No complaints about the software, only policy and people.
