What Birdeye is for
Birdeye is a reputation and customer-experience platform, in the vendor's words. A practice on it asks for reviews, replies to them, keeps its listings consistent and runs surveys from one place, and all of that stays there. The page for Birdeye goes through what stays in it, what the system builds around it and how the two connect; how reviews feed local search is on Get found first.
A growth system reads the numbers before it touches anything. Revenue and margin by provider and by treatment come from your record system; review volume, reply speed and survey scores come from Birdeye. The ninety-day plan is set from both, and the reviews become one input rather than the goal. Then the work goes in around the platform. The phone is answered on your number and booked onto your calendar. Texts that arrive after close get an answer in the Birdeye thread. The comeback is timed from the visit history, and the review request goes out through Birdeye when the result is visible, in Dana's name.
The review request should follow the result, so its timing comes from the visit date
A review request sent at checkout asks Jess to rate a treatment they have not seen work yet. The growth system moves the ask to the point where the result shows, and that date comes from the visit history, by treatment, the same way the comeback does. A treatment with a quick result gets its request soon after; a series waits for the last session. The request itself still goes out through Birdeye, in Dana's name, so the reply lands where the desk already answers reviews. A patient who replies to the comeback text with a complaint is routed to Priya before any request is sent. The dashboard then shows reviews beside bookings and reactivations, so you can see which treatment and which provider the reviews are coming from. Which interval each treatment gets is set with your medical director, and the system follows that table.
Job by job: where it lives and who does it
| Job | Where it lives | Who does it |
|---|---|---|
| The review request, the reply, the listings and the surveys | In Birdeye; the system sets when the request goes out | Your front desk replies in your name; the system times the ask |
| The booking and the visit history | In your record system | Your front desk and your providers |
| Answering the call in seconds | The growth system, on your number, booking into the calendar in your record system | The voice agent, with handoff rules to the desk |
| Answering the text and the web chat after hours | The growth system, replying inside the Birdeye thread | The text agent, with the desk picking up in the morning |
| Timing the comeback | Visit dates from the record system; the message sent through Birdeye | The system, in the provider's voice |
| The dashboard | The system, reading Birdeye and the record system | Read weekly by you |
When staying on Birdeye is right
Stay on Birdeye when the reviews, the listings and the replies are already run from it and the desk has the habit. The growth system changes when the ask goes out and what the dashboard does with the answer; the platform that sends and collects stays the same. Every request still carries your name and lands in the inbox the desk already reads.
What a switch would cost you in time
A reputation platform is hard to leave because the thing it holds is not yours to move. The reviews live on Google and the other sites. What moves is the request history, the reply templates, the survey results and the listing corrections, much of it as files. Every listing is checked by hand against the new tool, the text threads are exported, and the desk learns a new inbox while review replies wait. If a text number was issued through the platform, it is ported and its registration redone; confirm with counsel what that requires. Any remaining term is a question for counsel.
How to do this on Monday
- Count review requests sent from Birdeye last month against visits completed in your record system. The gap is the first number on the dashboard.
- Open the last twenty reviews and note the treatment and the provider on each. If you cannot tell, the request is going out without the visit attached.
- Pull last quarter's survey results from Birdeye and sort the comments by provider; the ones about waiting on the phone are the answering job in the patient's own words.
- Check that each patient on the comeback list has written consent to marketing texts on record; what counts as consent is for counsel to say.
- Send ten comeback texts by hand in Dana's voice with the booking link. For everyone who comes in, send the review request once the result has had time to show, and ask all of them the same way. What a review platform allows in how and when you ask is for counsel to confirm.
What to do next
NorthCore's Run the whole practice solution builds the growth system on top of Birdeye: the answering, the comeback timing, the segmentation and the dashboard, and Birdeye stays where it is. Scoped in writing and covered by the promise on this site: results in 90 days, or we keep working until you have them.
