Case Study: Bird (formerly MessageBird) achieves first-class CX and higher customer retention with Birdeye

How putting customers first has helped Bobby Brown fly high and build first-class teams that soar to success

MessageBird faced the challenge of delivering consistently excellent customer experiences at scale in a fiercely competitive, API-driven SaaS market. In a Birdeye case study, Bobby Brown, MessageBird’s Global Head of Success, explains the need to retain customers long-term by building diverse, high-touch teams, embedding continuous user feedback, and evolving support processes quickly to match rapid product releases.

Birdeye’s profile highlights MessageBird’s solution: a Kaizen-driven program of continuous improvement, cross-functional alignment, and fast, empathetic support that focuses on showing value early and measuring outcomes. According to Birdeye, this approach strengthened customer relationships, sped issue resolution, improved retention, and turned upset customers into “raving fans” — exemplified by a Thanksgiving support interaction that became a long-term success story.

Bird (formerly MessageBird)

Bobby Brown

Global Head of Success