Birdeye is a customer experience management platform that helps businesses improve their customer experience (CX) by providing insights into customer feedback and sentiment. According to Birdeye, CX is the sum of all the experiences that a customer has across every touchpoint . The company offers CX templates that can be sent via email or text to gauge customer sentiment using three different scales – NPS (Net Promoter Score), 5-Star Rating or Sentiment buttons . Birdeye also uses natural language processing (NLP) to evaluate customer reviews across the internet. This information is then aggregated to help businesses track review trends and understand how customers feel about their experience .
In summary, Birdeye’s CX model is designed to help businesses deliver superior customer experiences by providing insights into customer feedback and sentiment, and by tracking review trends across the internet.