Creating Interest Online with Reviews and Insights
Company Snapshot
American Pacific Mortgage is home to more than 1.7k licensed loan advisors catering to home buyers across 200+ locations nationwide. Distinguishing themselves through transparent and personalized loan processes, they aim to enhance the overall experience for the communities they serve. They are committed to providing each client with all necessary information and options that ensure confident, informed decisions for their financial future.
- November 2016
- 1,530
“We love Birdeye. We've been a client for years and really value our partnership as well as what the platform can do. It's foundational to have something easy to automate review requests, monitor incoming feedback, and organize it in a way that works for us.”
An All-In-One Solution
American Pacific Mortgage enthusiastically embraces the essence of homeownership, viewing each transaction as more than just a financial deal. They recognize that every interaction represents a family, a home, and a life-altering decision. Their ultimate goal is to delight everyone involved in the loan process, understanding the profound impact of these experiences.
However, APM faced the challenge of efficiently gathering reviews to highlight client experiences and measuring the effectiveness of their strategies across hundreds of locations. Through Birdeye, they developed a streamlined approach to managing reviews and cultivating lasting relationships with each individual.
Birdeye Results
- 905% increase in reviews
- 4.9-star overall Google rating
- 30.5k new Google reviews and 18.6k new Zillow reviews
- 880.8k Google profile impressions
- 131,500+ total reviews with strong advocacy across locations
Building A Better Foundation For Advocacy With Reviews
To centralize and scale advocacy, APM relies on Birdeye to automate review requests and consolidate feedback across every location, giving both corporate teams and loan advisors a clear view of customer sentiment in one place. With customizable campaigns that allow them to refresh copy, imagery, and branding directly from the Birdeye dashboard, APM ensures outreach stays timely and engaging.
Beyond automation, Birdeye’s advanced capabilities take their efforts further: review campaigns optimize timing, content, and delivery channel (text, email, or QR), while Reputation Score provides a single metric to track credibility across the entire organization over time. And for ongoing visibility, tools like review reports and Birdeye’s Insights make it easy to identify themes, share performance by location, and measure progress at scale.
“Birdeye helps us celebrate how we serve customers, which creates advocacy at all levels. When customers shout out individuals or compliment their transaction at a specific location, it helps us cement our reputation nationwide.”
Speedy Responses with AI and Automation
In lending, speed and authenticity are everything. With high review volumes coming in daily, Birdeye’s AI-powered automation ensures every customer is acknowledged instantly, while critical feedback is seamlessly escalated through Ticketing for personal follow-up—so nothing slips through the cracks.
APM further scales customer engagement with on-brand AI replies that adapt to their voice while applying built-in guardrails for consistency and compliance. Birdeye’s Brand AI monitors reviews in real time and generates brand-safe responses, freeing teams to focus on delivering service rather than managing inboxes. This balance of automation and human oversight allows APM to build trust and strengthen retention in a competitive industry where repeat business is rare.
Blueprinting Success with Insights and Reporting
APM turns feedback into action with Birdeye Insights, tracking keywords, topics, and sentiment to pinpoint what drives customer satisfaction. Leadership and local teams use customizable reports and real-time metrics to see which branches are excelling and where coaching can improve outcomes.
Birdeye Insights now goes further with AI-powered recommendations, the Birdeye Score (a holistic view of brand health across reviews, surveys, and SEO signals), and Sentiment Score for a deeper read on perception trends. By unifying signals from reviews, surveys, and industry-specific AI trained on mortgage terminology and context, Birdeye Insights helps APM surface what matters most and prioritize the actions that will have the greatest impact faster.
“Customer experience is a journey that spans before, during, and after interactions. With Birdeye, you have the tools to construct a seamless and continuous experience, meticulously considering every phase. This approach is fundamental in retaining clients, ensuring their entire journey is thoughtfully crafted.”
Increasing Customer Retention, Loyalty, and Advocacy
With Birdeye, APM has built a repeatable, scalable system: automatically request reviews, respond quickly with AI, learn from feedback patterns, and close the loop with Ticketing when issues arise.
The results speak for themselves—substantial growth in review volume and visibility, a sustained 4.9-star rating, and a stronger reputation that attracts new borrowers while reinforcing loyalty with existing clients.
Start growing with Birdeye today!
Schedule a demo today, call 1-800-561-3357 ext 1, or email sales@birdeye.com.
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.
