Birdeye Inc - Customer Service Success

Company: Birdeye Inc, Palo Alto, CA
Company Description: Birdeye helps businesses grow through happy customers. Over 70,000 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.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Business Service Industries

Nomination Title: Birdeye gives marketers the tools to create and promote great experiences at scale

Birdeye helps more than 70,000 location-based businesses of all sizes grow through happy customers. Companies across industries use Birdeye every day to attract new leads with Listings, Reviews and Referrals, convert them into customers with Webchat and Appointments, and delight them with Surveys, Ticketing, and Insights - all in one place.

The platform, which launched in 2012, aims to solve the most pressing needs for multi-location businesses: getting new leads that convert, managing online reputation, and helping marketers keep up with surging work volumes through intelligent automation.

The key industries Birdeye works with include healthcare, financial services, property management, retail, automotive, dental, hospitality and more.

Birdeye has had a continued investment in helping businesses transition to digital-first enterprise strategies. The company impacted the industry in various ways by ensuring customers have the technology needed to address customers at every touchpoint

First, Birdeye developed a full-customer lifecycle experience marketing platform, empowering businesses to shift how they market their products. Second, Birdeye launched a comprehensive, patent-pending Messaging suite enabling businesses to text their leads and customers, at every step of the customer journey, at no additional charge. And most recently, Birdeye launched a Payments product which allows businesses to securely request and receive payments inside an ongoing text, webchat or social conversation by sharing convenient payment card industry (PCI) compliant one-click payment links. These achievements are solving the pressing issue of meeting customers where they are to provide top-notch experiences.

Businesses and brands once tightly controlled the experiences of their customers with ads, emails and billboards. But now, consumers are defining what customer experience really is. From talking about businesses online to reviewing them on Google, Yelp, Facebook and elsewhere, customers are making their needs clear.

Birdeye anticipated this shift, and created its platform to focus on the holistic customer experience. Using Birdeye, businesses including Titlemax, BMW, David's Bridal, Optum and more, can harness the power of customers' experiences, and leverage customer-centered growth.

At the end of the day, Birdeye gives marketers the tools to create and promote great experiences at scale.

Birdeye customers can easily set up Messaging and Payments within their Birdeye Inboxes, providing real-time status updates and a comprehensive dashboard for all customer interactions including digital payments. Instead of having separate platforms for messaging, payments, reviews and surveys, businesses can rely on one cohesive platform to address all things customer

Customer service is more than the touch points customers have in person – and Birdeye was always aware of that. Birdeye’s platform has been a catalyst for driving digital, customer-centered growth – especially in the midst of the pandemic. In the last two years, society found itself being forced to adapt to new ways of operating quickly. Birdeye anticipated these changes and helped businesses of all sizes keep customers informed, updated, and engaged along the way.

Digital transformation of customer experience has been vital in the last year for businesses to succeed. Birdeye helped marketers in location-based businesses pivot their customer experience marketing to include digital-first strategies. This ultimately led to a shift in CMOs becoming CXOs, or Chief Experience Officers.

Marketers and customer experience leaders are able to use Birdeye to manage the entire customer lifecycle – from the initial online search through the sale/visit all the way through to referrals to new customers – all in ways that mirror the continuing evolution of the marketing function. Marketing, which once used to be primarily about acquisition or “leads'', became a full-lifecycle function, with retention, customer communication, upsell, and growth all being key components of the marketer’s role.

Birdeye released several new products in 2021 to further assist businesses with their customer experience interactions including Payments, Messaging, and Google My Business.

https://birdeye.com/payments/
https://birdeye.com/press/birdeye-launches-messaging-for-all/
https://birdeye.com/press/birdeye-adds-google-my-business-messaging-capability-to-platform/