Software: Birdeye

Category: Customer Experience & Reputation Management Platform

Primary Use: Review management, customer feedback collection, and online reputation monitoring

Developer: Birdeye, Inc.

Starting Price: Custom pricing (business and enterprise-focused)

Free Trial/Plan: Demo available upon request

Platform: Web-based (cloud) with mobile app access

Official Website: birdeye.com

Birdeye is a cloud-based customer experience platform designed to help businesses manage online reviews, collect customer feedback, monitor brand reputation, and improve customer engagement. The software centralizes customer interactions across review sites, messaging platforms, and survey channels.

What Is Birdeye?

Birdeye is a SaaS reputation management and customer experience platform founded in 2012. It enables businesses to request, monitor, and respond to online reviews from multiple platforms within a single dashboard.

The system aggregates reviews from third-party platforms and provides tools for generating new reviews through automated invitations. In addition to review management, Birdeye supports customer surveys, messaging, and listings management across directories.

Birdeye operates entirely in the cloud and is used by businesses ranging from small local companies to large multi-location enterprises.

Who Uses Birdeye?

Birdeye is commonly used by local service businesses, healthcare providers, automotive dealerships, retail brands, and multi-location enterprises. It is particularly suited for organizations that rely on online reviews and local search visibility.

Marketing and operations teams use Birdeye to monitor brand reputation across review platforms. Customer support teams leverage messaging and feedback tools to manage customer interactions. Franchise and enterprise organizations use the platform to oversee reputation across multiple business locations.

Core Features

Birdeye provides automated review generation tools that allow businesses to send review requests via email or SMS after customer interactions. These invitations direct customers to review platforms such as Google or industry-specific review sites.

The platform centralizes incoming reviews from multiple sources into a single dashboard. Businesses can monitor star ratings, read feedback, and respond directly without logging into individual review platforms.

Customer feedback surveys are supported through customizable survey templates. Businesses can gather Net Promoter Score (NPS) data, customer satisfaction ratings, and detailed feedback. Survey results are stored within the system for reporting and analysis.

Birdeye also includes listings management features. Businesses can update contact information, operating hours, and business details across online directories from one interface. This supports consistency in local search listings.

Messaging tools enable two-way communication with customers via SMS and web chat. Conversations are centralized within the platform, allowing teams to manage customer inquiries efficiently.

Analytics dashboards provide insights into review trends, rating changes, sentiment analysis, and customer feedback patterns. These insights help businesses identify service improvement opportunities.

Integrations and Compatibility

Birdeye integrates with CRM systems, practice management software, ecommerce platforms, and point-of-sale systems. Integrations allow businesses to automate review requests based on completed transactions or service appointments.

The platform also supports API access for enterprise-level customization. Mobile apps are available, allowing businesses to monitor reviews and respond to customers from smartphones or tablets.

Because Birdeye is cloud-based, no local installation is required.

Pricing Structure

Birdeye uses custom pricing based on business size, number of locations, and feature requirements. Public pricing details are not typically listed.

Pricing varies depending on modules selected, such as review management, surveys, messaging, and listings management. Multi-location businesses often receive customized enterprise plans.

Billing is generally structured on a subscription basis, often through annual agreements.

Advantages and Limitations

Birdeye centralizes review management, feedback collection, and directory updates in a single platform. Automated review request tools help businesses increase review volume, and messaging capabilities support ongoing customer engagement.

However, pricing is customized and may be higher than single-purpose review platforms. Implementation may require integration with CRM or POS systems for full automation. Smaller businesses with limited review activity may not require all available features.

Alternatives to Birdeye

Several platforms provide similar reputation and review management functionality. Trustpilot focuses on public customer reviews. Podium offers messaging and review generation tools for local businesses. Yext specializes in listings management and brand presence. Reputation.com provides enterprise reputation management solutions.

Each alternative differs in pricing model, feature depth, and target audience.

Frequently Asked Questions

What does Birdeye do?

Birdeye is a customer experience platform that helps businesses collect and manage online reviews, surveys, and customer communications.

Is Birdeye cloud-based?

Yes. Birdeye operates as a web-based SaaS platform.

Does Birdeye support multi-location businesses?

Yes. The platform is commonly used by multi-location and franchise organizations.

Can Birdeye send automated review requests?

Yes. Automated email and SMS review invitations are supported.

Who typically uses Birdeye?

Local service businesses, healthcare providers, retailers, and enterprise brands commonly use the platform.

Key Takeaways

Birdeye is a cloud-based customer experience and reputation management platform designed to centralize review collection, survey feedback, messaging, and listings management. The software supports automated review invitations, multi-location oversight, and analytics dashboards. Pricing is custom and tailored to business size and feature requirements.