Case Study: Weekends Only achieves higher ratings and simplified customer communications with Birdeye

How Weekends Only simplified communications, collected customer reviews, and improved the retail experience

Weekends Only Furniture & Mattress, a 7-location retailer in IN, IL and MO, partnered with Birdeye (using Reviews, Interactions, and Webchat) to address fragmented customer communications and an online reputation that was skewed by a vocal minority of unhappy reviewers. The retailer’s call center struggled to track messages across channels, and leadership worried about sending review requests by text or hurting their overall star rating.

Birdeye consolidated messaging with the Birdeye Inbox, automated response templates, and same-day review requests via integrated text messages, and provided Insights (Athena NLP) to surface location-level feedback. As a result, Birdeye helped Weekends Only collect many more reviews and raise its average rating from 3.7 to 4.3 across stores, improve message response efficiency, and give leaders actionable customer sentiment for continuous improvement.

Weekends Only

Drew Phillips

Senior Manager, Digital Marketing