To efficiently manage customer feedback at scale, Rate leverages the integration between Birdeye and Total Expert. This automation enables Rate to generate automated survey and review requests directly from the Total Expert platform based on key triggers, significantly reducing manual effort and ensuring seamless engagement with customers.
By automating feedback collection, Rate’s 2,500 loan officers can focus on strengthening client relationships rather than handling administrative tasks. The integration also enables real-time monitoring of customer sentiment, providing valuable insights that drive service improvements and enhance the overall customer experience.
Key benefits of the integration:
- Automated survey and review requests triggered at key customer milestones
- Customer experience data is seamlessly written back into Total Expert for a unified workflow
- Comprehensive feedback analysis eliminates the need for multiple-point solutions
- Improved customer engagement and operational efficiency through AI insights
“Birdeye’s Total Expert integration has been a game changer for us in the review and customer sentiment space. By capturing customer feedback during the loan and automating our review request process, we’ve seen a significant boost in our overall review ratings
and NPS.”
Jeff Smith,
SVP of Marketing, Rate
Capturing Customer Satisfaction at Pivotal Moments
Rate leverages the combined power of Total Expert and Birdeye to deliver a seamless, personalized customer experience throughout the loan process.Total Expert’s marketing automation and CRM capabilities enable Rate to maintain consistent branding and messaging while engaging customers through tailored email and SMS communications.
To ensure high customer satisfaction, Rate uses Birdeye’s Surveys AI to capture feedback at key milestones, such as the underwriting stage. These mid-process surveys, triggered through Total Expert, provide loan officers with real-time insights, allowing them to proactively address concerns before closing. By integrating feedback collection with Total Expert’s automated customer journeys, Rate creates a streamlined, data-driven approach that strengthens customer relationships, improves service, and enhances long-term loyalty.
Impact:
- 88.2 Net Promoter Score (NPS), reflecting strong customer loyalty and satisfaction
- Survey and review insights aggregated using Insights AI for branch and individual performance analysis
- Monthly roundtables leverage this data to identify trends, celebrate successes, and implement improvements
“Centralization is so key to adoption… the integration allows us to manage everything in one platform, from reviews to survey responses, without overwhelming loan officers.”
Jeff Smith,
SVP of Marketing, Rate
Insights AI Optimizes Feedback to Turn Reviews into Results
Rate leverages the combined power of Birdeye’s Insights AI and Total Expert’s analytics to transform customer feedback into meaningful improvements. Birdeye’s Insights AI aggregates and analyzes responses across all locations, identifying key themes and trends in customer sentiment. These insights help Rate refine their customer experience strategy and proactively address areas for improvement.
At the same time, Total Expert’s analytics provide valuable data on marketing performance, enabling Rate to optimize outreach efforts and enhance engagement. By integrating customer sentiment analysis with marketing intelligence, Rate takes a comprehensive, data-driven approach to improving satisfaction, strengthening its reputation, and driving business growth.
Key outcomes:
- 3,800 new reviews collected in ten months while maintaining an impressive 4.9-star average rating
- Enhanced online reputation and improved local SEO, increasing visibility across key platforms
- Actionable insights driving service improvements and higher customer satisfaction
AI-Driven Responses Personalize Customer Interactions
In a competitive market, personalized engagement is crucial, and Rate leverages Birdeye’s customizable workflows and AI-driven response features to connect with customers on a deeper level. With Birdeye’s AI-driven response suggestions, loan officers can quickly craft thoughtful, personalized replies to customer feedback.
This streamlined approach to engagement has been instrumental in helping Rate build stronger relationships with customers. Birdeye’s user-friendly features have led to a 14% increase in response rates, showcasing Rate’s effectiveness in engaging its clientele. The ability to connect with customers has resulted in improved satisfaction and higher retention rates.
Survey Data & Insights AI Drives Proactive Service Enhancements
To monitor customer satisfaction throughout the loan process, Rate has implemented mid-process surveys that capture insights at critical milestones, such as the underwriting stage.
The feedback collected from these surveys is instantly accessible to loan officers, enabling them to address concerns proactively before the loan process is finalized. With a Net Promoter Score (NPS) of 88.2, Rate demonstrates the success of this approach.
Furthermore, Birdeye’s Insights AI aggregates survey and review feedback, allowing Rate’s leadership team to analyze performance at both branch and individual levels. This data is used in monthly roundtables to identify trends, celebrate achievements, and implement strategic improvements across the organization. These advanced AI tools help Rate stay responsive to customer needs and continually enhance processes.
“We implemented surveys at the underwriting milestone to gauge satisfaction partway through the process. It gives us a pulse on how things are going and lets us act if there are any issues before closing.”
Jeff Smith,
SVP of Marketing, Rate
Integration-Powered Growth
As the core of Rate’s tech stack, Total Expert ensures seamless integration across platforms, enabling a unified approach to customer engagement. The Birdeye and Total Expert integration has enabled Rate to scale its customer experience initiatives effortlessly. By automating feedback collection, centralizing insights, and ensuring timely engagement, Rate has significantly improved customer satisfaction and strengthened their market position.
Are you an integration partner looking to enhance your platform with powerful reputation management and customer experience tools?
