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LAST UPDATED: February 22nd, 2021

Birdeye, headquartered in Palo Alto, is one of the large players in the online reputation management space. Its all-in-one customer experience platform provides businesses with tools to connect with their customers at all steps in their relationship.

Birdeye was founded in 2012 by Naveen Gupta and Neeraj Gupta, an early entrant to the reputation management space, and has an impressive list of backers. It is currently led by alumni from Silicon Valley company royalty such as Google, Amazon, Salesforce, and Yahoo. It also boasts leadership from Instagram, Starbucks, and Square among its investors and advisors. 

With over 60,000 businesses of all sizes using Birdeye daily, its comprehensive software platform must be powerful. Something that helps Birdeye standout from other reputation management software programs is how comprehensive it is.

Initially, and similarly to its competitors, Birdeye was used primarily to help customers generate and manage online reviews. It has consistently added additional tools such as text messaging, surveys, ticketing, chat features, listing management, and more to build out a complete customer experience management services. It is particularly popular in the dental, healthcare, legal, real estate, and retail verticals. 

Birdeye’s robust set of tools for businesses has been acknowledged by many industry publications. In 2020, the online tech review marketplace G2 recognized Birdeye as the leader in the customer experience and reputation management space for the seventh year in a row. Birdeye again ranked high on G2's lists of top-rated global software companies including the following: Best Global Software, Top Marketing Products, Best Software Products, Highest Satisfaction, and Best Customer Service. 

It was also named to the 2020 Inc. 5000 list, Inc. magazine’s prestigious ranking of the nation’s fastest-growing private companies. Birdeye finished in the top 25 percent of the list, due to its more than 440 percent revenue growth over the past three years. Birdeye's rapid growth also positions it as one of the 150 fastest-growing private software companies.

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The Good

  • Discloses Basic Plan Options
  • Robust Selection of Reputation Management Tools
  • Integrations Include Quickbooks
  • Managed and Professional Services
  • No Annual Contract

Discloses Basic Plan Options

Birdeye’s pricing depends on the number of locations your business has and what features you would like to have access to. Unlike many reputation management software companies that do not provide any plan or pricing information, Birdeye does disclose how its basic plan structure breaks down.

It currently offers three plans. Its Basic plan includes only Birdeye’s listings and reviews features, while its Premium plan option includes those and seven more major features like ticketing, surveys, and communications tools. 

Robust Selection of Reputation Management Tools

At a minimum, most businesses that are shopping for reputation management software are looking for expanding the number and quality of their online reviews as well as increasing their business’ online visibility and credibility with online listings such as on sites like Amazon Alexa, Facebook, Google, and Foursquare. Birdeye’s software includes these basic features but has added a suite of other reputation management tools in line with its top competitor. 

Birdeye’s interaction management tool allows businesses to view and respond to customers through its LiveChat, chatbots, text messages, and Facebook Messenger all in one central place.

Unlike its top competitor, Birdeye gives its users the ability to automatically send referral requests to customers. This feature makes it easy for customers to refer their friends and family to your business via email, Facebook, Facebook Messenger, or text.

Birdeye’s platform also has several tools to assist businesses with benchmarking such as surveys, and ticketing. Businesses can effectively monitor reviews, social channels, and surveys in one place.

Integrations Include Quickbooks

Birdeye integrates with all major review platforms and the top ERP, PMS, POS, and CRM systems. For dental practices it integrates with Dentrix, Curve Dental, Easy Dental, Open Dental, and more. And for healthcare offices looking for integrations, Birdeye works with Allscripts, AthenaHealth, OfficeAlly, DrChrono and more. 

It can publish your customer’s reviews to over 150 platforms including Amazon, Angies List, Facebook, Google My Business, Healthgrades, TripAdvisor, Zillow, and ZocDoc. Birdeye also integrates with popular software providers like Square, Salesforce, Appfolio, and ACS. This long list of integrations is important to get the most value for your monthly rate with Birdeye. 

Managed and Professional Services

Birdeye provides a unique time saver. It has the staff capacity to offer customers managed and professional services. Basically the company will manage reviews, chats, and Google listings on behalf of your business. This can be a great option for businesses that don’t have enough staff to manage Birdeye’s platform or that are looking for 24-hour coverage.

Birdeye's team will manage your customer reviews, talk to your prospects in real time and book appointments, reply to questions, and can ensure your Google listing is accurate and complete.

For those looking for more, Birdeye Professional Services are for businesses looking for CX expertise and tailor-made custom analytics and development solutions. Birdeye’s technical team can lead projects such as custom API integration, website and CRM integrations, SSO, and more. These are great options for businesses that need more without hiring additional team members. 

No Annual Contract

Birdeye does not require its users to have an annual contract. This flexibility can be very valuable to a business and makes signing up a less expensive investment. Many of its competitors do require an annual contract so this allows Birdeye to stand out from the pack. However, it does charge start up fees. 

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The Bad

  • No Payments Feature
  • Lack of Pricing Transparency

No Payments Feature

Birdeye does not have a payment processing tool. For those already set up with a separate payment processing software this may not be an issue. Birdeye does integrate with Quickbooks for example. However, Birdeye’s top competitor started offering its own payment processing tool in 2020. 

While not having a payment processing tool may not be a deal breaker, having a fully integrated payment solution along with the communication and texting capabilities of a reputation management platform can be very useful and boost productivity and payment collection.

Lack of Pricing Transparency

Birdeye, like many similar companies, does not have a clear pricing structure readily available for businesses on its site. It does lay out its plans in vague detail, but there is no price information. This can be inconvenient if you are attempting to shop around for a reputation management software that will work best for your budget and business needs.

The company will of course provide a detailed quote once you give its sales staff your contact information. It appears that its pricing is based on the features you're using and the number of locations your business has. 

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The Bottom Line

Birdeye is one the original and biggest players in the reputation management software space. Its selection of tools to aid businesses in collecting reviews, communicating with customers, and analyzing the customer experience make it a great option for the majority of businesses. It has a long list of integrations that allow it to work well for many industries including dental, health, retail, hospitality, insurance, and more. 

Birdeye doesn’t have pricing or detailed plan information on its website and you will need to speak with a sales staff member to receive a quote. This could prove inconvenient. Businesses that are smaller, or not looking for comprehensive features such as analytics or custom pages should potentially consider a less expensive software platform that focuses on your core needs like collecting reviews.

While Birdeye started out as a review collection service, it has since expanded to include a large number of features that not all businesses may want to pay for. 

If you are looking for a truly complete customer interaction software, you may want to look for a platform that allows for payment collection. Birdeye does not currently have a payment collection feature, but it does integrate with accounting software like Quickbooks.

Overall, Birdeye has many satisfied customers and can offer you a great list of useful tools to help you more effectively interact with your customers. 

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