Birdeye, the platform that helps businesses grow through happy customers, was chosen as Finalist for Two 2021 SaaS Product Awards in the categories Best SaaS Product for Healthcare/Pharmaceutical and Best SaaS Product for Digital Marketing.
Birdeye is a California-based business-to-business online reputation and customer experience management SaaS company. It is focused on helping businesses attract, convert, and engage customers via text messaging and enables them to text their leads and customers for better engagement.
The changing face of the customer journey
Customer Experience (CX) is an umbrella term that encompasses the concepts and practices of customer service, marketing, and IT. It is the customers’ feelings and perceptions from interactions with a brand’s products and services. A brand may claim to sell a superior product or offer exceptional customer service, but customers are the arbiter.
Companies seeking to offer customers a better experience need to identify trends and actionable insights to enhance the quality of products and services delivered. To achieve this, investing in new technologies becomes imperative.
The internet, mobile phones, tablets, and laptops have affected our daily activities, but the emotional connection with consumers is still the key to attracting and retaining business. Customers choose businesses based on shared experiences. Thus, marketers have to create and promote experiences that customers don’t forget. Today, companies see value in comprehending customer experience and utilizing feedback to improve future customers’ experiences. One such company is Birdeye, investing in new technologies to make CX delivery effortless. Birdeye’s all-in-one customer experience platform provides multi-location businesses with the data and the tools to deliver great experiences at every step of the customer journey.
Headquartered in Palo Alto, CA, Birdeye focuses on assisting clients in improving business reputations and customer experiences in real-time. It provides businesses with a unified platform for online presence, brand monitoring, customer experience management, business intelligence, and competitor analysis. The company offers reviews, listings, text messaging, webchat, payment processing, surveys, ticketing, and benchmarking.
A survey of over 800 marketers by Birdeye looked specifically at how they communicate with new and existing customers to grow their revenue. The report showed that 57% of those surveyed now believe that managing the online reputation of a business through actively managing reviews, referrals, and other indicators of online reputation is more important than paying for advertising.
The origin of Birdeye
Birdeye was established in 2012 in Sunnyvale, California, and is known for customer experience and online reputation management. It was founded by Naveen Gupta, formerly the Chief Product Officer at RingCentral, and Neeraj Gupta, former engineering architect at Oracle and Yahoo. David Lehman serves as the President & COO, and Yang Chao, the CFO.
In 2015, Birdeye raised $8 million in a Series A funding round led by Trinity Ventures, Marc Benioff, Jerry Yang, and others. It raised $25 million in a Series B funding round led by Trinity Ventures and World Innovation Lab in 2017. In the same round, Rob Theis of World Innovation Lab joined the advisory board of Birdeye. The company raised $60 million in a Series C funding round led by Accel-KKR in 2022. As of May 2022, Birdeye has raised $93 million in total.
SaaS Awards program
In 2021, the company announced the inclusion of a comprehensive Messaging suite included in every Birdeye plan. This allowed businesses to easily connect with leads and customers through texting, video chat, Google My Business, and Facebook and Instagram messages – all with the convenience and ease of doing it from a single unified inbox.
In its sixth year of celebrating software innovation, the SaaS Awards program accepted entries globally, including the US, Canada, Australia, EMEA, and the UK.
Dave Lehman stated, “It’s truly an honor to make the SaaS Awards finalist list, particularly in two distinct categories that validate just how essential our market-leading platform has become to digital marketers and multi-location healthcare businesses around the world. We’re excited and hopeful to be recognized as overall winners come August.”
Currently, Birdeye has over 500 employees in four locations, including Palo Alto, Denver, Dallas, and New Delhi, India. The company has partnerships with 250 content providers and websites, including Google reviews, Facebook, and Twitter.
Over 80,000 businesses of all sizes use Birdeye daily to attract new leads with listings, reviews, and referrals, convert them into customers with webchat and appointments, and delight those customers with surveys, ticketing, and insights – all in one place. Digital marketers across multiple industries, including healthcare, use Birdeye to deliver excellent customer experiences to 100M+ people.