BirdEye is our choice as the best online reputation management service for review acquisition because of the numerous ways it helps you collect online reviews of your business. With BirdEye, you can reach out to your customers in a wide range of ways to ask them for a review. In addition, the BirdEye platform gives you all of the tools needed to manage and track your reviews, so you know exactly what your customers are saying about you.
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For businesses looking to increase the number of reviews they have, they want a review management service that is going to give them most options for reaching their customers. While some options will have more success than others, they still want the ability to try and reach in a multitude of ways.
Few offer more options than BirdEye. With this service, you can encourage your customers to leave a review in many different ways, including via text message, email, Facebook plugins, mobile kiosks inside your business and on your website. Having all of these ways in which you can reach out to customers can only increase your chances of garnering as many reviews as possible.
In addition to being able to acquire as many reviews as you can, you also want a service that allows you to easily manage them. The software you use should allow you to quickly know when new reviews are being posted, give you one central location to read those reviews, and provide you with options for responding to them.
The BirdEye platform fills all of those needs. The cloud-hosted software provides you with a simple way to track all of the reviews you receive. You are notified when new reviews are written and are able to view all of them, regardless of the review site they were posted on. From the platform, you can also respond to any, or all of the reviews.
BirdEye also offers a host of valuable features, including detailed analytics on your reviews, the ability to ensure all of your business listings across the web are up-to-date and social network monitoring options.
BirdEye provides customized pricing for its services. There are no set packages or service plans. Instead, the company works with each customer to determine what their needs are and what parts of the platform are needed to achieve their goals.
The BirdEye representatives we spoke with said the platform can be customized with nearly 20 different features and tools. Businesses can pick and choose the features they want included. Another factor that plays a role in pricing is how many locations a business has. The more locations, the higher the costs.
While they didn't provide us with specifics, the BirdEye representative we spoke with said pricing generally starts in the range of $250 per month for a business with one location. If your business is interested in this service, we would encourage you to contact the company directly to get a price quote that is specific for your business and needs.
BirdEye requires a yearly commitment for access to the services, via an annual software licensing agreement. However, you can pay month-to-month for the duration of your agreement.
BirdEye Review Management Services
BirdEye is a complete review management platform that has all of the tools needed to acquire and manage your online reviews. The service handles a wide range of tasks, including:
- Review acquisition: The platform gives you numerous ways in which you can reach out to your customers requesting them to leave reviews. You can contact customers via text message, email, Facebook, a form on your website, an in-store mobile kiosk, a BirdEye microsite or the BirdEye mobile app. The software gives you the ability to customize the messages you send on each platform to help garner the best response. You can also set when you want your customers to be contacted. That could be immediately after a sale is made, several days later or even a few months down the road. The platform also integrates with hundreds of different apps and programs you are already using to make it even easier to access your customer databases in order to reach out for reviews.
- Review monitoring: In addition to helping you acquire reviews, the BirdEye platform makes it simple to monitor and track all of your reviews, regardless of the website they are posted on. The software's dashboard displays reviews from more than 150 websites. It also sends you a text or email notification each time a new review is posted. When searching through your reviews, you can filter them in various ways, so you can quickly monitor the ones that are most important to you and your business.
- Review management: Besides being able to see all of the reviews that come in, you can also reply to them straight from the BirdEye platform. This allows you to quickly respond to any negative feedback. To make the response process even easier, the system allows you to create template responses. You can create set responses to say thank you for as positive review or to apologize to a negative one. You can then automate the process based on rules you set up, such as a thank you note when a 5-star review comes in.
- Review marketing: BirdEye also allows your easily promote your positive reviews across your social networks, such as Facebook and Twitter, as well as on your website. BirdEye also embeds data from your reviews into your website's code so that your top ratings appear in search results. The service also builds you a microsite for all of your reviews. This can help boost your overall online reputation.
BirdEye can provide include the ability to manage all of your business listings across the web and options to allows customers to start a text message chat with your business. It can also let you build and send out surveys to your customers and create a ticketing system for customers that are having problems with your product or service.
Pros and Cons
There are a lot of positives to BirdEye. One of the biggest from a review acquisition point of view, is the numerous ways to works to acquire reviews. Being able to reach out to customers via text messages, email, Facebook and your website increases your chances of landing more reviews.
Another benefit to BirdEye is the treasure trove of data it provides businesses. The dashboard gives you an easy to understand overview of what your customers are saying about you across all channels. BirdEye's system reviews of all of the information to provide you with greater insights on the overarching sentiments, both good and bad. The data also allows you to discover trends about your business's strengths and weaknesses.
Another plus is the BirdEye mobile app, which is available on iOS and Android devices. From the app you can collect new reviews, track customer feedback, respond to reviews, promote positive reviews and monitor the analytics surrounding your reviews.
We were also pleased to see that BirdEye is an accredited member of the Better Business Bureau with an A+ rating. However, over the past three years there have been 14 complaints filed against the company.
One negative to BirdEye is that that it doesn't offer any details on pricing on its website. In order to receive any idea on cost you have to contact the company directly. While we understand why this is done, it may help some businesses have a clear understanding if this a product that would even fit into their budget before spending time interacting with the company.
We also found the customer service to be a bit of mixed bag. When we contacted the company by phone posing as a business representative interested in the service we were passed around before eventually ending up in someone's voicemail box. It would have been nice to speak to someone immediately. However, we also used the company's online chat tool and were very pleased with the responses we got there.
When working with BirdEye, all customers receive a dedicated support representative who serves as their go-to-person for any questions or concerns they have. It is nice to know there is someone you can turn to for help who knows the ins and outs of your account.
In addition to your dedicated support representative, there is a general support line that you can call at any time. We were also impressed with the BirdEye website. It features a wide range of valuable articles on how to use the software. It has answers to questions on everything from how to get started with the service to how to customize your review requests to how to understand some of the analytics the software provides. There are also answers to a number of frequently asked questions.
As we mentioned earlier, we had both positive and negative interactions when we contacted BirdEye posing as a business representative interested in the service. When we called, we weren't able to speak with someone immediately because the person who answered our call said we would need to someone else and then transferred our call to a voicemail box.
However, when we reached out to company representatives via the online chat tool, we were extremely impressed. All of our questions were answered quickly and thoroughly. Also, instead of trying to immediately get us on the phone to try and put a hard sell on us, like some of the other companies we examined did, they simply encouraged us to reach back out with any questions.
In the end, the online chat interactions more than made up for the poor experience we had over the phone.
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