Case Study: Birdeye achieves seamless, scalable text messaging for local businesses with Twilio

Birdeye uses twilio to make text messaging seamless for local businesses

Birdeye is a customer experience platform that helps over 90,000 local businesses manage their online presence and engage customers across text and social channels. As consumers shifted away from phone and email, Birdeye needed a scalable, streamlined texting solution that supported one‑to‑one conversations, review and referral requests, mass promotions, and the ability to text from local business numbers.

Since 2014 Birdeye has used Twilio’s Customer Engagement Platform and A2P‑enabled 10DLC to power local, high‑deliverability texting—making landlines textable, enabling reviews, surveys, payments, and a unified inbox. The integration helped onboard roughly 120,000 local textable numbers, brought SMS to more than 83,000 businesses (about 6,000 daily users) with over 6 million messages sent monthly, improved response rates, and drove 49% of review requests via text with a 32% click‑through rate.

Birdeye

Naveen Gupta

Co-Founder CEO