Optimizing Customer Satisfaction: Rate’s Path to a 4.9-Star Experience with Birdeye & Total Expert

To efficiently manage customer feedback at scale, Rate leverages the integration between Birdeye and Total Expert. This automation enables Rate to generate automated survey and review requests directly from the Total Expert platform based on key triggers, significantly reducing manual effort and ensuring seamless engagement with customers.

By automating feedback collection, Rate’s 2,500 loan officers can focus on strengthening client relationships rather than handling administrative tasks. The integration also enables real-time monitoring of customer sentiment, providing valuable insights that drive service improvements and enhance the overall customer experience. 

Key benefits of the integration:

• Automated survey and review requests triggered at key customer milestones
• Customer experience data is seamlessly written back into Total Expert for a unified workflow
• Comprehensive feedback analysis eliminates the need for multiple-point solutions
• Improved customer engagement and operational efficiency through AI insights

Rate leverages the combined power of Total Expert and Birdeye to deliver a seamless, personalized customer experience throughout the loan process.Total Expert’s marketing automation and CRM capabilities enable Rate to maintain consistent branding and messaging while engaging customers through tailored email and SMS communications.

To ensure high customer satisfaction, Rate uses Birdeye’s Surveys AI to capture feedback at key milestones, such as the underwriting stage. These mid-process surveys, triggered through Total Expert, provide loan officers with real-time insights, allowing them to proactively address concerns before closing. By integrating feedback collection with Total Expert’s automated customer journeys, Rate creates a streamlined, data-driven approach that strengthens customer relationships, improves service, and enhances long-term loyalty.

Impact:

• 88.2 Net Promoter Score (NPS), reflecting strong customer loyalty and satisfaction
• Survey and review insights aggregated using Insights AI for branch and individual performance analysis
• Monthly roundtables leverage this data to identify trends, celebrate successes, and implement improvements

Rate leverages the combined power of Birdeye’s Insights AI and Total Expert’s analytics to transform customer feedback into meaningful improvements. Birdeye’s Insights AI aggregates and analyzes responses across all locations, identifying key themes and trends in customer sentiment. These insights help Rate refine their customer experience strategy and proactively address areas for improvement.

At the same time, Total Expert’s analytics provide valuable data on marketing performance, enabling Rate to optimize outreach efforts and enhance engagement. By integrating customer sentiment analysis with marketing intelligence, Rate takes a comprehensive, data-driven approach to improving satisfaction, strengthening its reputation, and driving business growth.

Key outcomes:

• 3,800 new reviews collected in ten months while maintaining an impressive 4.9-star average rating
• Enhanced online reputation and improved local SEO, increasing visibility across key platforms
• Actionable insights driving service improvements and higher customer satisfaction

As the core of Rate’s tech stack, Total Expert ensures seamless integration across platforms, enabling a unified approach to customer engagement. The Birdeye and Total Expert integration has enabled Rate to scale its customer experience initiatives effortlessly. By automating feedback collection, centralizing insights, and ensuring timely engagement, Rate has significantly improved customer satisfaction and strengthened their market position.

Are you an integration partner looking to enhance your platform with powerful reputation management and customer experience tools?

Contact Brandon Flynn at brandon.flynn@birdeye.com to explore how Birdeye can help you deliver seamless, data-driven customer engagement solutions.