homeresourcescase studiesHow AI Agents Scaled Stellar Service Brands’ Response Rate to 80% Across 400 Locations
Franchise
45% Increase
In review response rate
More than half
Of replies auto-posted
353 reviews
Responded to in the first 30 days
Table of Contents
Company Snapshot
Stellar Service Brands is a Dallas-based franchise operating in the home improvement and home services industry. With a growing network of franchise owners across the country, Stellar Service Brands is committed to helping small business owners succeed through proven systems, quality standards, and brand support.
As the corporate franchisor, Stellar’s team manages reputation and marketing strategy at scale, which means any solution they deploy must work across hundreds of independently operated locations.
Franchise owners were in the field. Reviews were going unanswered.
For Stellar Service Brands, one unanswered review is a local problem. Hundreds of them is a brand problem. But franchise owners aren't sitting at desks. They're out alongside their technicians every day. Logging in to respond to reviews wasn't happening.
The result: a network-wide response rate stuck at 60%, and unanswered reviews signaling to prospective customers that nobody was home.
“We had the intent to engage with every customer, but the reality was our franchise owners didn’t have the bandwidth to make it happen.”
Ashleigh Beckwith
Sr. Digital Marketing ManagerDeploying Birdeye’s Review Response Agent
Stellar deployed Birdeye's Review Response Agent across their franchise network. Four- and five-star reviews are automatically replied to and posted — no manual intervention, no owner login required. Three-star and below are flagged, a suggested reply is generated, and the franchise owner steps in. Sensitive feedback gets human attention.
The agent is trained on Stellar's brand voice across each of their brands, so every reply feels like it came from someone who knows the customer, not a template.
Stellar also integrated Birdeye with ServiceTitan and Xcelerate, their CRMs. Service events automatically trigger review requests, meaning more reviews come in, and now all of them get answered.
“We needed a way to respond to thousands of reviews without adding work for our franchise owners. Now, positive reviews are answered in real time, and critical feedback is handled with the care it deserves.”
Ashleigh Beckwith
Sr. Digital Marketing ManagerKey Takeaways
Measurable Impact
- More reviews answered. Better visibility. The impact of the Review Response Agent was visible almost immediately across their locations.
- Response rate jumped from 60% to 87% and climbed automatically, with no added workload for franchise owners or corporate staff.
- Listing impressions and discoverability improved Consistent review responses signal to AI-powered search that a business is active, improving discoverability across the network.
- Franchise owners love it. Franchise owners noticed. So did their customers, several reached back out specifically to thank them for the replies.
“What used to be missed engagement across our franchise network is now a consistent, high-quality interaction with every customer, and we’re seeing customers respond back because of it.”
Ashley Beckwith
Sr. Digital Marketing Manager
Birdeye: The Obvious Choice
Recognized as G2's #1 Enterprise Agentic Marketing Platform across 10+ categories, Birdeye is the proven choice for the world's largest brands to consolidate their tech stack and scale local execution through AI agents.
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