Safe Haven Security, the second-largest ADT Authorized Dealer in the US, has been providing custom home security systems for nearly a decade.
- Aug 2018
The struggle to retain customers
Although customers have always been enthusiastic about Safe Haven’s services in-person and on the phone, the majority had never reviewed Safe Haven online. As online reviews became more important to consumers’ purchase decisions, Safe Haven’s loyal customers were beginning to grow doubtful that Safe Haven was the best option out there.
To keep existing customers and attract new ones, Kleeman needed a way to understand how Safe Haven Security was actually performing and where improvements needed to be made. He knew these insights lay within the customer feedback that Safe Haven so desperately lacked, so he began searching for a reputation management platform. Kleeman needed to take control quickly using a reliably effective software, because for Safe Haven Security, losing even one customer is a big blow.
Kleeman sought a platform that would help him not only get new reviews but also meticulously evaluate performance from multiple angles such as by employee or by custom time period. No platforms besides Birdeye would allow them to conduct retroactive data analysis by employee, and over specific time periods. They also chose Birdeye for the company’s extensive background knowledge on the reputation industry in general and ability to work with his specific use case.
Gamifying the review collection process
To keep the momentum going, each Thursday, Kleeman pulls a report and sends it to everyone on the list so they can see how everyone is doing relative to one another. This healthy competition encourages technicians to keep sending requests after every installation. Since more requests equals more reviews, the team’s combined conversion rate from request to review is a whopping 40%.
Generating new reviews is only the first step in a constructive feedback loop. To stay engaged with customers, Kleeman gets alerted for every new review and responds to each one. Since most reviews are positive, he saves time by using Birdeye’s handy review response templates.
Building a strong reputation through exceptional customer service
In just the first 5 weeks with Birdeye, Safe Haven doubled its Google review volume, and tripled its BBB review volume.
“The technicians have improved their performance because they want higher ratings,” said Kleeman. “This system has made the team better at providing good customer service and fostering a customer-centric culture.”
Birdeye: The Obvious Choice
Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.