Birdeye Customer Reviews 2024

Birdeye

Composite Score

8.3 /10

CX Score

8.6 /10

37 Reviews Write a Review

Claim Software

What is Birdeye?

The single customer messaging software for your team to connect with leads and customers through texting, live chat and bulk messaging. Birdeye helps businesses grow through happy customers. Over 80,000 businesses use Birdeye every day to attract new leads with Listings, Reviews and Referrals, convert them into customers with Webchat and Appointments, and delight those customers with Surveys, Ticketing, and Insights - all in one place.

Company Details

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Awards & Recognition

Birdeye won the following awards in the Chatbots category

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9 Top Rated Capabilities

5 Top Rated Features

Latest Award, 2024

2024 Emotional Footprint Champion

2024

Service Experience
Conflict Resolution

2024

2023 Data Quadrant Gold Medalist

2023

8 Top Rated Capabilities

5 Top Rated Features

2023

2023 Emotional Footprint Champion

2023

Service Experience
Conflict Resolution

2023

2022 Data Quadrant Gold Medalist

2022

7 Top Rated Capabilities

4 Top Rated Features

2022

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2021 Data Quadrant Gold Medalist

2021

Birdeye Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Birdeye.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

92 Likeliness to Recommend

1
Since last award

100 Plan to Renew

89 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+96 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Birdeye?

0% Negative

4% Neutral

96% Positive

Pros

Efficient Service
Effective Service
Caring
Saves Time

Feature Ratings

Average 81

Multi-channel

Scheduled Availability

Leads Generation

Learning and Adaptability

Personalized Service

Application Programming Interface

Workflow Processing

Wayfinding

Integration With CRM

Natural Language Processing

Knowledgebase

Vendor Capability Ratings

Average 85

Quality of Features

Vendor Support

Business Value Created

Usability and Intuitiveness

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Ease of IT Administration

Also Featured in...

SMS Marketing

Score 7.7

View Birdeye in this category (opens in a new tab)

Birdeye Reviews

Abby M.

Role: Sales Marketing
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2021

Great product! Very user friendly and convenient.

Likeliness to Recommend

10 /10

What differentiates Birdeye from other similar products?

The ease of use and how everything is laid out. Easy to find things and easy to use!

What is your favorite aspect of this product?

The real time texting feature has been SO convenient. On other systems, you have to keep refreshing the page to see the most recent messages.

What do you dislike most about this product?

I don't have any complaints.

What recommendations would you give to someone considering this product?

Take time and browse through all of the features to fully grasp all that you can do while using Birdeye.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Connor N.

Role: Sales Marketing
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2021

Easy to set up and easy to customize!

Likeliness to Recommend

10 /10

What differentiates Birdeye from other similar products?

The price was a great aspect but the simplicity of integrating it to our website was a big selling point. It required zero changes on our side aside from adding the correct coding to the site.

What is your favorite aspect of this product?

I like that the AI doesn't answer questions as their programming sees fit. I like that she will only answer questions the way we program her to.

What do you dislike most about this product?

I just don't like that if someone closes the chat and re-opens it, the AI forgets everything they were just talking about and strikes up a new conversation like it is their first time.

What recommendations would you give to someone considering this product?

Ask about a trial and see how it works for your company.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Birdeye

What is Birdeye?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2021 Data Quadrant Gold Medalist

Birdeye Ratings

92 Likeliness to Recommend

1 Since last award

100 Plan to Renew

89 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+96 Net Emotional Footprint

How much do users love Birdeye?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Multi-channel Supports live chat, mobile app, powerbot and messenger

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Wayfinding Allows the chatbot to act as a site’s search engine, in addition to a text-based search field, and have access to a service desk’s service catalog.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Also Featured in...

SMS Marketing

Birdeye Reviews

Abby M.

Great product! Very user friendly and convenient.

Likeliness to Recommend

Pros

Connor N.

Easy to set up and easy to customize!

Likeliness to Recommend

Pros

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Feature Ratings

Multi-channel

Scheduled Availability

Leads Generation

Learning and Adaptability

Personalized Service

Application Programming Interface

Workflow Processing

Wayfinding

Integration With CRM

Natural Language Processing

Knowledgebase

Vendor Capability Ratings

Quality of Features

Vendor Support

Business Value Created

Usability and Intuitiveness

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Ease of IT Administration