I am a big fan of Birdeye as an online reputation management tool. Low learning curve; review visibility and management tools are great; clean, useable UI; reporting is good; roadmap is solid; but as wonderful as all of these things are, their customer focus is top notch and is as important, if not more important, as the products themselves. I would like to share a recent experience that I had with their support team that exemplifies why I continue to use their services. The support representative, Roshni Kapoor, is incredible! 1) She is polite and cheerful. 2) She understands the product. 3) She encourages feedback. 4) She mentions other features that I may benefit from that I am already paying for. She shares these features in a genuine way. 5) She is smart, resourceful, efficient, and proactive. Ahead of time, she identified and invited another team member with another open ticket, to join our call. It was perfect. We were able to discuss both requests, closing one ticket and made progress on the other. 6) She fixed the issue (this should probably be the #1 reason for this rating, but the following reason is the #1 reason for my rating and relates to #5) 7) She strengthened my faith in Birdeye. She genuinely wanted me to succeed as a client and cares about the product. I respect that. It’s why I do business with Birdeye. There was another person on the call who also provided exceptional service. I do not have his name, unfortunately. He was also top notch. There have been very few cases where I felt that I wasn’t important as a client. That is limited to one person. That says a lot about a company that I’ve worked with for over two years and come across a lot of employees. I continue to refer Birdeye to colleagues.

Himanshu provided top-notch support! He was attentive, explained alternative resolutions, and kept me, the client, at the center. Himanshu also took additional time to review other requests that I had. Excellent representative for Birdeye.

The support team wants the client to succeed, they know the product, and have great attitudes.

The support representative, Roshni Kapoor, was incredible! 1) She was polite and cheerful. 2) She understands the product. 3) She encouraged feedback. 4) She mentioned other features that I may benefit from that I am already paying for. She shared these features in a genuine way. 5) She is smart, resourceful, efficient, and proactive. Ahead of time, she identified and invited another team member with another open ticket, to join our call. It was perfect. We were able to discuss both requests, closing one ticket and made progress on the other. 6) She fixed the issue (this should probably be the #1 reason for this rating, but the following reason is the #1 reason for my rating and relates to #5) 7) She strengthened my faith in Birdeye. She genuinely wanted me to succeed as a client and cares about the product. I respect that. It’s why I do business with Birdeye. There was another person on the call who also provided exceptional service. I do not have his name, unfortunately. He was also top notch.