Hupy and Abraham: Automating Feedback and Elevating the Client Experience

Before switching to Birdeye, the firm relied on a labor-intensive, manual process. Staff tracked each client in a spreadsheet and sent feedback requests one email at a time. It was time-consuming, inconsistent, and hard to scale.

With so many clients and locations, the system wasn’t sustainable. It limited their ability to act quickly on feedback and placed a heavy burden on internal resources.

Birdeye offered a modern, scalable solution tailored to Hupy and Abraham’s needs. The team chose it for its automation capabilities and flexibility to match their brand standards.

Key Solutions:

• Integration with Filevine to trigger review and survey requests
• Automation that directs responses by office location
• Custom survey templates that mirror in-house forms
• Built-in review reply templates with personalization options
• Real-time routing of feedback to internal teams

Once a case is closed in their Filevine system, Birdeye sends a review request by text. Five days later, a follow-up survey is automatically delivered to the client—no staff involvement needed.

This automation has created a smoother experience for both clients and staff. It also opened the door for more consistent feedback collection across all 11 locations. That steady stream of feedback has helped the firm collect over 2.1K new reviews, without putting strain on their internal team.

Hupy and Abraham had already developed strong internal surveys. With Birdeye, they were able to replicate those exactly, digitally and automatically.

The result? A consistent and branded survey experience across every location, while reducing manual follow-up work. Clients respond at high rates, and nearly three out of four are Net Promoter Score (NPS) Promoters, signaling strong satisfaction and loyalty.

The firm uses Birdeye’s built-in templates to automatically respond to all reviews, with language tailored to each star rating. For more nuanced responses, team members jump in manually, ensuring empathy and professionalism where it counts.

This approach has helped maintain high-quality standards and contributed to an average overall rating of 4.6 stars, reinforcing the firm’s reputation for client care.

All feedback is reviewed and routed internally. Negative responses are flagged for fast follow-up. Positive reviews are shared across the team and often highlighted as testimonials.

That real-time recognition motivates employees and helps leadership surface standout moments across offices. Meanwhile, the firm’s NPS score of 59 reflects a strong foundation of client trust.

By automating their feedback process with Birdeye, Hupy and Abraham lifted a heavy load off internal staff. What used to be a full-time task now runs in the background, accurately and consistently.

They’ve also seen a noticeable increase in their Google review ratings, boosting their online credibility and attracting new clients in a highly competitive space.

Hupy and Abraham transformed a time-consuming manual process into a seamless, automated workflow, without sacrificing personal touch. Birdeye helped them boost client engagement, improve online visibility, and give their staff time back to focus on what matters most.

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 📧 Or email us at sales@birdeye.com