#1 on Google Search Results, Increased Reviews, and Numerous New Monthly Clients

Despite being in business for over 30 years, having two doctors and a busy practice, Hillcrest Animal Hospital’s online reputation did not reflect their true client experience. Hillcrest Animal Hospital wasn't sending review requests, which meant that only unhappy clients left reviews to vent. The management of Hillcrest Animal Hospital knew that most of their clients had a great experience with them and were happy. They needed to find an easy way to ask happy clients for reviews and fix their online reputation. Becoming a Birdeye software user solved all of their online reputation management needs.

Since starting with Birdeye in September 2019, Hillcrest is now showing up 1st on the Google search results despite tough competition in their area. With almost a 70% increase in reviews and a massively improved online reputation, they are now attracting more clients than ever before. With the help of Birdeye, they now receive consistently positive reviews and high rankings, which has resulted in more than 20 new monthly clients, who after receiving great patient experience, become repeat clients. 

Hillcrest Animal Hospital uses Birdeye to interact with patients in the patients’ preferred method — text messaging. They use the Birdeye app to respond to messages from patients. If a patient texts in, they now have the ability to respond easily back via the Birdeye app or dashboard. With the Facebook integration, Birdeye app also allows them to easily keep up with all their incoming FB messenger messages, all in one place.

Since starting with Birdeye in September 2019, Hillcrest Animal Hospital’s Net Promoter Score (NPS), has gone up. NPS helps gauge the loyalty of the hospital’s client relationships, which means more happy clients! 

Birdeye also helps Hillcrest Animal Hospital manage their negative reviews conveniently. They now have a platform where they can easily respond to reviews — both positive and negative in a timely fashion and help resolve issues before they escalate.

While many software had bits and pieces of what they wanted, only Birdeye had everything they needed on one platform: Listings, Surveys, Reviews, Reporting. They signed up with Birdeye and the lab technicians started sending out review requests after appointments. Since they see a lot of repeat patients, the customization and ability to set thresholds for their repeat clients come in handy. Sending automated review requests and using a single dashboard to select or all contacts with just a click, makes sending review requests an easy process.

One of Hillcrest Animal Hospital’s favorite Birdeye products is the surveys. Besides getting reviews and increasing their rating and visibility online, they now also survey their patients to get feedback on things such as wait time and overall experience. Hillcrest Animal Hospital sends out custom patient surveys to collect feedback. This feedback from surveys has played a critical role in the building of their new clinic that is now underway. They are now confident that the new clinic will meet all their clients' needs.

With Birdeye, Hillcrest Animal Hospital is now interacting with clients more effectively, collecting more reviews, and growing business.