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Birdeye

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The Convenience of Digital Customer Experience

In recent years, the digital revolution has accelerated. Consumers' habits have changed, and the need for convenience, with the expectation of being able to do everything online, has increased tenfold. 

Previously, asking friends and family for recommendations would have been the norm, but now, consumers will turn to the internet, searching online for the highest-rated, most reputable business near them - most not even considering a company with a poor reputation or no online presence.

Until now, the experiences that local businesses offered their consumers were non-digital. From referrals to form filling and cheque writing, it’s clear that this traditional process is as inefficient for the customer, as it is the business.

The world of Customer Experience, which refers to the collection of touch points and customer interactions along the buyer journey, means there  are thousands of moments of engagement between the consumer and the business.

This is where companies such as Birdeye, the all-in-one platform for reputation management and customer experience, break down those moments of engagement into two categories: the ones that are strictly human-to-human, like an engagement with a front desk worker or  phone call, and those that are digital, like a web search or a text payment. 

Birdeye CEO, Naveen Gupta, says, “Companies such as Amazon, Apple and Google were born digital. It's very different when you have to make a shift to digital. It’s very hard, and it's hard because companies don't have the time or the resources to go digital. What makes it worse is that they have outdated technology.”

Undoubtedly, the world is shifting towards a digital future, but making the transition to digital, no matter the size of the organisation, is difficult. In the current climate, it's a tough time to be a local business, and with instant access to the internet at our fingertips, the power has certainly shifted from business to consumer. 

Birdeye’s vision is to help local businesses thrive and succeed in today’s digital world, by providing innovative, intuitive and integrated tools, with built-in automation and AI, that meet the needs of today’s consumers.

By bringing big tech to local businesses; technology that is normally only available to large eCommerce companies, enables organisations to manage all their customer interactions in one place, digitally. 

“We convert bricks and mortar, into clicks and mortar,” says Naveen Gupta. “We provide companies an all in one solution that helps manage all their customer interactions digitally. It could be reviews, it could be referrals, it could be listings, or it could be appointments or payments. We provide all of these services in a single platform.”

When looking to the future, three of the digital trends which Birdeye  expects to see are AI Everywhere, Automation Everywhere and The Death of Marketing; although not literally, Birdeye predicts it will be radically different. 

Third party cookies will become a thing of the past and traditional ad spending will be significantly different. CMO’s will become CXO’s, with marketing and customer experience merging together. Personalised AI has taken understanding and engagement to a new level, and due to the pandemic, businesses require better systems, more automation and software that’s easy to use. 

“The future is very bright, incredibly bright,” says Naveen. “It's a new world, where in the past, the world revolved around the business, now it revolves around the customer, and happy customers equal happy businesses.”

In recent years, the digital revolution has accelerated. Consumers' habits have changed, and the need for convenience, with the expectation of being able to do everything online, has increased tenfold. 

Previously, asking friends and family for recommendations would have been the norm, but now, consumers will turn to the internet, searching online for the highest-rated, most reputable business near them - most not even considering a company with a poor reputation or no online presence.

Until now, the experiences that local businesses offered their consumers were non-digital. From referrals to form filling and cheque writing, it’s clear that this traditional process is as inefficient for the customer, as it is the business.

The world of Customer Experience, which refers to the collection of touch points and customer interactions along the buyer journey, means there  are thousands of moments of engagement between the consumer and the business.

This is where companies such as Birdeye, the all-in-one platform for reputation management and customer experience, break down those moments of engagement into two categories: the ones that are strictly human-to-human, like an engagement with a front desk worker or  phone call, and those that are digital, like a web search or a text payment. 

Birdeye CEO, Naveen Gupta, says, “Companies such as Amazon, Apple and Google were born digital. It's very different when you have to make a shift to digital. It’s very hard, and it's hard because companies don't have the time or the resources to go digital. What makes it worse is that they have outdated technology.”

Undoubtedly, the world is shifting towards a digital future, but making the transition to digital, no matter the size of the organisation, is difficult. In the current climate, it's a tough time to be a local business, and with instant access to the internet at our fingertips, the power has certainly shifted from business to consumer. 

Birdeye’s vision is to help local businesses thrive and succeed in today’s digital world, by providing innovative, intuitive and integrated tools, with built-in automation and AI, that meet the needs of today’s consumers.

By bringing big tech to local businesses; technology that is normally only available to large eCommerce companies, enables organisations to manage all their customer interactions in one place, digitally. 

“We convert bricks and mortar, into clicks and mortar,” says Naveen Gupta. “We provide companies an all in one solution that helps manage all their customer interactions digitally. It could be reviews, it could be referrals, it could be listings, or it could be appointments or payments. We provide all of these services in a single platform.”

When looking to the future, three of the digital trends which Birdeye  expects to see are AI Everywhere, Automation Everywhere and The Death of Marketing; although not literally, Birdeye predicts it will be radically different. 

Third party cookies will become a thing of the past and traditional ad spending will be significantly different. CMO’s will become CXO’s, with marketing and customer experience merging together. Personalised AI has taken understanding and engagement to a new level, and due to the pandemic, businesses require better systems, more automation and software that’s easy to use. 

“The future is very bright, incredibly bright,” says Naveen. “It's a new world, where in the past, the world revolved around the business, now it revolves around the customer, and happy customers equal happy businesses.”

View more videos

The Convenience of Digital Customer Experience

In recent years, the digital revolution has accelerated. Consumers' habits have changed, and the need for convenience, with the expectation of being able to do everything online, has increased tenfold. 

Previously, asking friends and family for recommendations would have been the norm, but now, consumers will turn to the internet, searching online for the highest-rated, most reputable business near them - most not even considering a company with a poor reputation or no online presence.

Until now, the experiences that local businesses offered their consumers were non-digital. From referrals to form filling and cheque writing, it’s clear that this traditional process is as inefficient for the customer, as it is the business.

The world of Customer Experience, which refers to the collection of touch points and customer interactions along the buyer journey, means there  are thousands of moments of engagement between the consumer and the business.

This is where companies such as Birdeye, the all-in-one platform for reputation management and customer experience, break down those moments of engagement into two categories: the ones that are strictly human-to-human, like an engagement with a front desk worker or  phone call, and those that are digital, like a web search or a text payment. 

Birdeye CEO, Naveen Gupta, says, “Companies such as Amazon, Apple and Google were born digital. It's very different when you have to make a shift to digital. It’s very hard, and it's hard because companies don't have the time or the resources to go digital. What makes it worse is that they have outdated technology.”

Undoubtedly, the world is shifting towards a digital future, but making the transition to digital, no matter the size of the organisation, is difficult. In the current climate, it's a tough time to be a local business, and with instant access to the internet at our fingertips, the power has certainly shifted from business to consumer. 

Birdeye’s vision is to help local businesses thrive and succeed in today’s digital world, by providing innovative, intuitive and integrated tools, with built-in automation and AI, that meet the needs of today’s consumers.

By bringing big tech to local businesses; technology that is normally only available to large eCommerce companies, enables organisations to manage all their customer interactions in one place, digitally. 

“We convert bricks and mortar, into clicks and mortar,” says Naveen Gupta. “We provide companies an all in one solution that helps manage all their customer interactions digitally. It could be reviews, it could be referrals, it could be listings, or it could be appointments or payments. We provide all of these services in a single platform.”

When looking to the future, three of the digital trends which Birdeye  expects to see are AI Everywhere, Automation Everywhere and The Death of Marketing; although not literally, Birdeye predicts it will be radically different. 

Third party cookies will become a thing of the past and traditional ad spending will be significantly different. CMO’s will become CXO’s, with marketing and customer experience merging together. Personalised AI has taken understanding and engagement to a new level, and due to the pandemic, businesses require better systems, more automation and software that’s easy to use. 

“The future is very bright, incredibly bright,” says Naveen. “It's a new world, where in the past, the world revolved around the business, now it revolves around the customer, and happy customers equal happy businesses.”

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