Since its establishment 35 years ago, HEB Plumbing and Sprinkler - Kathlyn Smith had become renowned for its expertise and wide range of plumbing services. The company holds itself to a high standard when it comes to meeting and surpassing customer expectations.
- Feb 2016
HEB Plumbing and Sprinkler knew the importance of having a strong online presence and had SEO strategies in place that seemed to be working -- until another business came along and almost destroyed the great online reputation HEB had spent decades building.
“There was confusion in our community because a few years ago another plumbing company started using our well-known, long established plumbing name,” said Kathlyn Smith, HEB Plumbing & Sprinkler, Owner & Responsible Master Plumber.
“Birdeye is a positive experience for our customers and us and it’s a profitable way to get our positive reputation out to the public. We honestly feel like it’s grown the business.”
“We had a lot of negative feedback from customers who were confused. We needed to begin advertising to get the true story out there,” said Smith.
High-volume review generation
Customer reviews are by far the most powerful advertisement: 88% of customers read them, and 68% trust them as much as personal recommendations. This is why mistakenly-posted negative reviews could mean the downfall of HEB’s reputation -- it’s also why a focused review collection strategy could become HEB’s competitive edge. Before Birdeye, HEB had no strategy in place for managing customers reviews, and because of this had only received 7 reviews in 6 years. This low review volume was not only misleading since HEB had many happy customers; it also made the impact of even one erroneous negative review that much greater.
HEB Plumbing began searching for a solution that would help generate new reviews without adding extra work to their staff’s busy schedule. This is what led them to Birdeye. With Birdeye, HEB was able to get proactive about gathering feedback from customers.
With Birdeye, HEB was able to automate this whole process so every customer received a request even on the busiest day.
“The software is easy for the office and the plumbers to use. It’s also easy for our customers to use,” said Smith.
Local search domination
After launching a review generation campaign, HEB saw a 2000% increase in reviews in just the first year, and now has 4x more reviews than the competitor with the same name.
To maximize the power of customer voices, HEB displays their reviews from across the web on their company website.
Now when customers search for a local plumbing service, it’s clear that HEB Plumbing and Sprinkler - Kathlyn Smith is the best one for the job.
Birdeye: The Obvious Choice
Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.