Case Study: Stellar Service Brands achieves an 87% review response rate across 400 locations with Birdeye

Stellar Service Brands boosts review response rate to 87% with Birdeye

Stellar Service Brands, a Dallas-based franchisor in the home services industry, faced a significant challenge managing online reputation across its 400 locations. Franchise owners, often in the field, lacked the bandwidth to respond to reviews, leaving the network-wide response rate stuck at 60%. This risked damaging brand perception. They turned to Birdeye's Reviews AI to address this scale problem.

Birdeye implemented its AI-powered Review Response Agent, trained on the brand's voice, to automatically reply to positive reviews and flag critical ones for human follow-up. By integrating with the company's CRMs, they also automated review requests. This solution dramatically increased the response rate to 87% within 30 days, improved online discoverability, and fostered better customer engagement without adding workload for franchise owners.

Stellar Service Brands

Ashleigh Beckwith

Sr. Digital Marketing Manager