How AI helped this 16 location credit union understand what their members were saying

Before coming to Birdeye, Park Community was not using any software to manage customer reviews. It seemed that managing all their reviews was difficult, as it was just too much for any one person to keep track of the hundreds of review sites on the web. Park Community came to Birdeye to help solve this problem.

After starting with Birdeye, Park Community sent out automatic review requests with Birdeye. Every time a loan was approved, Birdeye sent a review request to the member. The sooner a review request was sent, the better the chance the member left a review. 

The results speak for themselves. Since Park Community started with Birdeye, the company has seen a large increase in customer reviews on a month-by-month basis. Park Community went from getting around 10 reviews a month to getting over 300 reviews in a single month. 

With Birdeye, businesses can monitor customer reviews on over 150 sites within a single dashboard. Branch managers no longer had to do the work of looking at each review platform individually. Park Community has given every branch manager access to the Birdeye account so that they can easily track what members are saying about each location. 

Park Community Credit Union has used Birdeye as a tool to improve member experience. If there’s a subject that members are complaining about frequently in reviews, Park Community can find out immediately by viewing insights in the Birdeye dashboard.

Birdeye’s Natural Language Processing engine Athena shows businesses how well they are doing in certain areas based on what customers are writing in reviews. It scans all reviews for the keywords the business is measuring, counts how many reviews mention those keywords, and sorts those keywords into customized categories. Those categories are given grades based on the review score to make it easy for businesses to understand which categories are doing well and which the business needs to focus on. When there’s an area like “Customer Service” where one branch is lagging, Park Community can take action immediately.

Birdeye also helps to show Park Community how they’re doing compared to competitors. In the Birdeye dashboard, users can see how well their business is being rated in specific categories compared to local businesses in the same industry.

Park Community is now staying on top of member feedback across the Internet. It’s now easier than ever for the credit union to collect and leverage online reviews. With Birdeye, Park Community Credit Union now gets quality reviews and stays a step ahead of the competition.