BirdEye for Mathis Brothers

Real-time issue resolution drives high ratings and retention

Client since: August 2016

In just one month, this furniture enterprise received 100s of new Google reviews and earned a 4.3 average nationwide rating by engaging with every customer in real-time post-transaction.

Company Snapshot

32 locations in the U.S.
Founded in 1960
BirdEye client since
August 2016
www.mathisbrothers.com

Challenge

Get more positive reviews on Google
Solve customer issues quickly and thoroughly

Solution

Monitor customer feedback in real-time

Amplify all customer voices to Google

Assign employee tickets to customer complaints, track response time

Track sentiment trends via NLP insights for their customers and their competitors’ customers

Outcome

In one month with BirdEye, Mathis Brothers:

Increased nationwide rating from 3.5 to 4.1

Generated 6x more Google reviews (4.7 average star rating)

Targeted 30-minute average issue response rate

Mathis Brothers Photo

THE CHALLENGE

Understand every customer’s experience

With 1000s of customers nationwide but only 93 Google reviews, Mathis Brothers could not accurately measure sentiment of their entire customer base. Many customers were simply not leaving feedback, resulting in skewed online ratings that did not reflect overall customer sentiment. To improve experience and acquire new customers, Mathis Brothers sought a way to connect with their customers at critical touchpoints to convert satisfaction into positive reviews on Google.

Manage Reviews

THE SOLUTION

Resolve issues instantly with real-time engagement

Mathis Brothers sent real-time review requests to every customer after a transaction. Happy customers were directed to top sites like Google where they could share feedback quickly and easily. With such a convenient avenue for posting reviews, more customers were willing to do so. Unsatisfied customers were directed to management to share complaints through private channels. Relevant employees received feedback alerts and addressed customer concerns quickly and thoroughly before problems escalated to public sites. Mathis Brothers tracked response time to ensure consistently prompt issue resolution.

Manage Review Campaign Email

THE RESULT

High ratings from 100s of new positive reviews

In just one month, Mathis Brothers increased their review count on Google by 6x and earned a 4.3 average star rating. They strive for an average issue response time of 30 minutes, and monitor this via BirdEye’s Social Ticketing tool. To provide the top customer experience in the industry, Mathis Brothers analyzes feedback from both their customers and their competitors’ customers. Using BirdEye’s Competitive Benchmarking tool, they can pinpoint where customer sentiment trends emerge and understand which products and services need improvement at which locations. By staying engaged with customer feedback, Mathis Brothers has been able to consistently exceed customer expectations, and high ratings from hundreds of reviews accurately reflect their dedication to customer experience.

Results Over Time
Download PDF

Grow your business like them

Get more reviews from your customers with BirdEye. Dominate search results. Beat local competitors.
Grow your business. Easy, done.

Get More Reviews From Customers