Product Overview

Birdie organizes and analyzes feedback in a structured manner, enabling your team to track trends, identify opportunities, and prioritize actions based on concrete data. This guide presents the platform's structure and its key concepts, serving as a reference point to facilitate your daily navigation and usage.

If you require additional support, check our team availability for live training sessions or to clarify questions via shared groups (your Slack, Teams, Google Chat, WhatsApp groups) or email [email protected].

Birdie is based on the MIPM (Monitor, Identify, Prioritize, Measure), a continuous improvement cycle inspired by the PDCA model. It structures feedback analysis into five main stages. To put it simply, it empowers your team to:

• Centralize Feedback: Consolidate all customer interactions into a single flow, preserving relevant metadata (segments, profiles, channels)

• Understand: Discover and measure recurring problems and requests to understand factors impacting customer experience

• Prioritize and Act: Use Birdie's data analysis to support decision-making on which actions should be prioritized. Create, share and follow up with ongoing Initiatives to address prioritized actions

• Measure Results: Evaluate the impact of implemented initiatives through the platform's tracking functionalities.

These pillars ensure that your company can transform feedback into concrete improvements, monitoring each step of the process in a structured manner

Birdie offers flexibility in team and data management, allowing access to multiple Organizations and collaboration in Workspaces with permission control.

Organizations – Access to Multiple Companies

• Highest hierarchical level, ensuring total data separation between companies or business units.

• Users can access multiple Organizations without switching logins.

Shared access to multiple organizations

• Within an Organization, Workspaces organize access to Collections (sets of Areas and Opportunities).

• Allow different teams to access only data that is relevant to their functions.

Multiple workspaces to segment Teams' scope

Collections structure and group data within Birdie, allowing quick access to insights organized by major categories, such as Products, Squads, or Journeys. They are composed of Areas and Opportunities and offer a hierarchical view that facilitates analysis.

• Units that bring together data and analyses related to a specific set of areas or opportunities.

• Organizable by different criteria, such as product, team, or customer journey.

• Can be set as either Public (visible to the entire Organization) or Private (accessible only to its creator).

• Users can favorite collections for quick access.

Areas represent broad topics analyzed within the organization, while Opportunities are specific analyses within these areas. Collections group and structure these elements, making navigation and prioritization of insights more efficient.

Custom Dashboards empower you to craft personalized views of your data, focusing on the insights that matter most. Instead of navigating multiple reports, you can consolidate key metrics, trends, and patterns in a single, interactive space.

With fully Custom Dashboards, you can:
✅ Create fully personalized dashboards using widgets like text blocks, charts, and tables.
✅ Track trends over time with dynamic visualizations.
✅ Visualize key insights in a way that best suits your workflow and strategic goals.
✅ Improve collaboration by centralizing essential data for decision-making.

For more information about Dashboards, refer to the complete documentation.

Areas represent broad themes analyzed within the organization, allowing monitoring of patterns and assessing impacts over time. Each area contains specific metrics for quantitative analysis and action prioritization. 

Opportunities are specific insights within an Area, highlighting emerging trends and critical points for decision-making. Detailed analysis allows understanding the impact of each opportunity in the overall context. 

Segments allow categorizing customers or feedback based on specific characteristics, adding an extra layer of context to the analysis. With this functionality, it is possible to identify which groups are most impacted by certain problems, assess trends over time, and compare metrics between segments for action prioritization.

Filters in Birdie are essential tools that allow users to create areas and segments, analyze specific areas and opportunities, and define the context in which Skye operates. They allow refining the analysis by selecting specific criteria, such as period, category, or segment, facilitating comparison and pattern identification. 

The automatic classification of sentiments and intentions helps the interpretation of qualitative feedback, allowing you to understand not only what is being said but also the tone and purpose of the interactions.

Skye is Birdie's intelligent assistant, developed to assist in data interpretation and facilitate qualitative analyses. Unlike quantitative metrics, which are more explored within Opportunities, Skye enables a deeper look into unstructured data, assisting in the discovery of trends and strategic insights.

• Accessing Skye: Click on the blue bird icon in the bottom left corner of the page, whether within an Area, Opportunity, or on the exploration page.

• Identifies Patterns and Hidden Insights: Skye AI analyzes qualitative feedback to uncover trends and insights that might not be immediately apparent.

• Operates Based on Applied Filters: By utilizing applied filters, Skye ensures that analyses are tailored to the relevant context, providing precise and actionable insights.

• Helps Discover New Opportunities: Skye AI aids in identifying emerging opportunities within feedback, facilitating their addition to the platform for further quantification and monitoring.

For more details on Skye's functionalities and how to integrate it into your workflow, Check the complete guide.

By using these tools and practices, you enhance the extraction of relevant insights, directing actions that improve customer experience and drive business results

The analysis page is designed to facilitate data interpretation, providing actionable insights. All interface elements will align with the applied filters, ensuring that the displayed information is relevant and personalized. The key components include:

• General Metrics: Offers a quantitative overview of filtered data, presenting key performance indicators.

• What's Happening: An AI-generated summary providing relevant insights based on identified data patterns.

• Metrics Table: A unified table covering Areas, Opportunities, and Segments, enabling detailed metric comparisons and prioritization.

• Charts: Visual representations of trends, aiding in the identification of variations and correlations among metrics.

• Comments: Displays filtered results with options for expanded views to support in-depth analysis.

In summary, Birdie provides a robust and flexible platform for feedback management and analysis, enabling your team to transform data into actionable insights. By understanding and utilizing the concepts and tools presented in this guide—such as Organizations, Workspaces, Collections, Areas, Opportunities, Segments, and Initiatives—your organization will be well-equipped to monitor, identify, prioritize, and measure continuous improvements. To deepen your knowledge and fully leverage the platform's capabilities, we recommend consulting the Birdie Methodology and exploring the links provided throughout this guide. Our team is available to offer additional support through live training sessions, assistance via in-app chat (Intercom), email, or shared groups. We are committed to helping you maximize the benefits of Birdie on your journey toward continuous enhancement.