Case Study: Mathis Brothers Furniture Co. achieves 6x more Google reviews and 30-minute issue response with Birdeye

Real-time issue resolution drives high ratings and retention

Mathis Brothers, a 32‑location discount furniture retailer, faced a skewed online reputation with only 93 Google reviews despite thousands of customers. They needed real‑time feedback monitoring, fast issue assignment and resolution, amplification of positive reviews, and sentiment benchmarking (target response time: 30 minutes). To address this, Mathis Brothers engaged BirdEye and its review‑generation, Social Ticketing and Competitive Benchmarking tools to capture post‑transaction feedback and route responses appropriately.

Using BirdEye, Mathis Brothers sent real‑time review requests that directed satisfied customers to Google and routed complaints into private tickets for employee follow‑up; BirdEye’s Social Ticketing tracked response times and its NLP benchmarking tracked sentiment across locations and competitors. In one month with BirdEye they increased Google reviews 6x (reported nationwide rating in the mid‑4s, ~4.3), lifted Yelp reviews 5x, and hit a target ~30‑minute average issue response — markedly improving online ratings and customer retention.

Mathis Brothers Furniture Co.