About Birdeye

Birdeye helps businesses grow through happy customers. Over 60,000 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. Using the Birdeye platform - AI, messaging, automation tools - businesses are delivering great customer experiences to 100M+ people. Founded in 2012, Birdeye is headquartered in Palo Alto, and led by alumni from Google, Amazon, Salesforce and Yahoo. Birdeye is backed by Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures and World Innovation Lab. ...
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Birdeye User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 381 reviews

User Profile

Nick

RevUp Dental

Verified reviewer

Company size: 2-10 employees

Industry: Marketing and Advertising

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

4

Value for money

5

Customer support

5

Functionality

4

Reviewed July 2020

Best choice for review management platforms

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.

Reasons for choosing Birdeye

We could whitelabel BirdEye and they had very attractive packages if you were purchasing many licenses for clients. They also have great integrations like with SIKKA that allows us to automate the collection of reviews for our dental clients.

Response from BirdEye

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!

Replied July 2020

Amy

iMarket Solutions

Verified reviewer

Company size: 11-50 employees

Industry: Marketing and Advertising

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

4

Value for money

5

Customer support

4

Functionality

4

Reviewed April 2021

Automated Reviews Made Easy!

Overall I am very pleased with the product. It is a huge improvement from who we previously used. They continue to innovate their product and are open to suggestions. They find solutions and are dedicated to customer satisfaction.

Pros

I like how I can customize reviews to brand them for each of my clients' needs. Automation is a huge benefit as I can now offer this product to a wider variety of my clients.

Cons

There are some platforms such as FieldEdge that they offer to integrate with but it is not a true integration. They have a dedicated team to pull contacts to send customer review requests through cloud based access, but it lacks a seamless effort at times. More platforms to fully integrate on would be beneficial, Such platforms would be: Successware, Payzer, FieldEdge, dESCO.

Reasons for choosing Birdeye

It offered the most for what we were looking for in a product: customization, multiple methods to generate reviews on, focus on 3rd party review generation, cost-effective, and automation.

Reasons for switching to Birdeye

Nearby Now lacked the ability to automate on a number of platforms. It also did not offer the variety of customizations that Birdeye does. Our company wanted to focus more on earning third-party reviews, whereas Nearby Now focused more so on earning first-party reviews on their platform first which we do not find as valuable as Google and Facebook.

Ben

ZMC

Verified reviewer

Company size: 51-200 employees

Industry: Real Estate

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

4

Value for money

3

Functionality

4

Reviewed July 2021

Not Our Top Reputation Management Option

Overall, Birdeye is a fine solution in the reputation management space, but not our top choice due to cost and availability of similar options at a lower price. They also require a larger amount of sign-on properties to begin with.

Pros

BirdEye offered all of the reputation management silos we needed in one place - review monitoring and responding, SMS review requesting, reputation and listing management and scoring.

Cons

Birdeye was on the pricier end compared to other competitors that offer similar solutions.

kyle

Southern California Patios

Verified reviewer

Company size: 11-50 employees

Industry: Construction

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

2

Value for money

1

Customer support

1

Functionality

2

Reviewed March 2020

IMPOSSIBLE TO GET OUT OF THERE CONTRACT!!! YOU WILL BE STUCK LIKE ME

It was a good service but there contract is made to keep you stuck year after year. Good luck ever getting out of it.

Pros

So sad because they actually have a decent platform but we have tried on multiple occasions to cancel our membership because our new system has a similar feature that took the place of this. We have called, emailed, etc and our Rep doesn't call us back once he knows we are trying to cancel. Then magically when he finally calls us back he informs us that we just missed the cut off to cancel and were stuck for another year. Another $4200 down the drain. Don't take my word for it, take all the rest of people who have met the same fates word for it by reading all other negative reviews online. Sad when any company who is supposedly doing legitimate business has to trap you with this auto renewal and then claim its our fault for not canceling in time. Now they are saying I cant do anything until September again even though we have tried multiple times to cancel this.

Cons

You can never get out of your contract that supposedly you are suppose to be able to after the first year. The Rep knew we were trying to cancel but yet finally got a hold of us after the "cut off" date that auto renews us. I cant believe when you have been a loyal customer for 3 plus years they still feel the need to trap you into this. I understand the first year but after many years to trap you like this is horrible business practices. I dont want any money back, all I want is to be done. It served its purpose but now Im done but they claim Im stuck until September but Im not even allowed to put in a future cancellation request. No I have to go through the whole year and try all over again to get a hold of them in there slim cancellation window and Im sure they will magically avoid our call and then magically not call us back until after its to late. My advice to anyone is find a company to do this same thing for you that doesnt have this fine print auto-renewal because you will stuck just like I am.

Jenny

Olde Wood Limited

Verified reviewer

Company size: 51-200 employees

Industry: Paper & Forest Products

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

5

Value for money

4

Customer support

3

Functionality

5

Reviewed May 2021

Birdeye offers a friendly online chat system

Overall experience has been really good. It's easy for our team to assist potential customers inside and outside of the office.

Pros

The ease of use is so great! Allows our team to chat to our website visitors and request reviews from our customers.

Cons

The receptionist option is what I like least about the software. Sounds robotic and mispronounces words.

Reasons for choosing Birdeye

I did not choose the product

Reasons for switching to Birdeye

We were looking for a product that had more options - more versatile

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