Even though Bekins Moving Solutions provided great service, this was not reflected in review sites like Google. Moving is often a stressful experience. There was a very loud minority of angry reviewers who would often leave negative reviews for Bekins Moving Solutions. There would also be some reviewers who wrote a review for Bekins Moving Solutions but actually meant to leave their review for a completely different company. Both of these groups of people hurt Bekins’s online reputation.
Bekins Moving Solutions knew that they needed to fix this problem, especially since most customers discovered the company through organic Google search. That means the first thing that potential customers would see was reviews trashing the business. The company knew that they had an issue and turned to Birdeye for help.
Since working with Birdeye, Bekins Moving Solutions has seen the following key improvements:
"It is a really good way to control your reputation and easily direct all customers to the appropriate review sites to leave their feedback. For a large company like ours, it makes it so easy to manage the entire experience process."
With Birdeye, Bekins Moving Solutions can send review requests via text to customers who have recently moved. Actively soliciting reviews allowed Bekins’s happy customers to leave their feedback. This has helped them create an online reputation that is more representative of their actual customer experiences. The company now has more than 600 reviews with a 4.1 overall star rating across all locations.
But that’s not all. The company is also able to respond to customer feedback easily. Location managers get an email from Birdeye every time they get a new review. All that the managers have to do is log on to the Birdeye dashboard to post a response.
Birdeye makes it easy for the company to keep an eye on the performance across the board. The dashboard breaks down overall ratings and number of reviews for individual locations.
Leadership uses these Birdeye reports in monthly meetings to keep an eye on trends in different markets. The team can easily see when different locations are making progress in improving overall experience.
Across the organization, employees love how intuitive and user-friendly the dashboard is. Any member of the company, from location managers to the President, can step in and find the reports that they need without much effort.
With Birdeye, Bekins Moving Solutions is putting its best foot forward when it comes to organic search. The company continues to provide excellent service across the United States, and its online reputation proves it.