Platform Overview
Platform 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 Methodology
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:
These pillars ensure that your company can transform feedback into concrete improvements, monitoring each step of the process in a structured manner.
Platform Structure
Birdie offers a set of structural concepts to organize data, access, analysis, and actions. The main elements are described below.
Organization and Workspace – Access Systems
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.
Workspaces – Segmentation and Access Control
Within an Organization, Workspaces organize access to Collections (sets of Areas and Opportunities).
Allow different teams to access only data and features that is relevant to their functions.
Workspaces require the Enterprise plan. Talk to us.
Learn more about this feature by accessing the release note.
Collections – Data Organization
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.
What are Collections?
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.
Relationship between Collections, Areas, and Opportunities
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 – Tell Data-Driven Stories
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.
Initiatives
An Initiative is an action plan designed to activate a change based on a discovered opportunity. It functions like a task or to-do item that the CX or Operations Team—responsible for monitoring Voice of Customer (VoC)—creates to escalate an issue or opportunity to another team within the company for resolution.
For more information, check the full documentation:
https://birdie-ai.atlassian.net/servicedesk/customer/kb/view/86474759
https://ask.birdie.ai/article/understanding-and-using-initiatives-in-birdie
Data Analysis – How to Explore and Interpret
The Data Analysis page allows exploring metrics, identifying patterns, and extracting strategic insights. It combines the former Exploration and Areas & Opportunities pages into a single, streamlined experience. Use the available filters and analytical tools to segment information and understand the most relevant trends.
Areas of Interest
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.
For details check the Areas article.
Opportunities
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.
For details check the Opportunities article.
Segments
Segments allow categorizing customers or feedback based on specific characteristics, adding an extra layer of context to the analysis.
Identify which groups are most impacted by certain problems, assess trends over time, and compare metrics between segments.
For details check the Segments article.
How to Use Filters?
Filters allow users to create areas and segments, analyze specific areas and opportunities, and define the context in which Skye operates.
They refine analysis by selecting criteria such as period, category, or segment, facilitating comparison and pattern identification.
Full documentation on using filters
What are Sentiments and Intentions
Automatic classification of sentiments and intentions helps interpret qualitative feedback, revealing tone and purpose of interactions.
Documentation on signal, sentiments and intentions
Skye – AI Analysis Assistant
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.
How to Use Skye
Access Skye by clicking the blue bird icon in the bottom left corner of the page (within an Area, Opportunity, or on the exploration page).
How Skye Assists in Analysis
Identifies patterns and hidden insights in qualitative feedback.
Operates based on applied filters to tailor analyses to the relevant context.
Helps discover new opportunities within feedback, facilitating their addition to the platform for further quantification and monitoring.
More details on using skye
Analysis Page Structure
The analysis page is designed to facilitate data interpretation, providing actionable insights. All interface elements align with the applied filters. Key components include:
General Metrics: Quantitative overview of filtered data with key performance indicators.
What's Happening: An AI-generated summary providing relevant insights based on identified data patterns.
Metrics Table: Unified table covering Areas, Opportunities, and Segments for detailed metric comparisons and prioritization.
Charts: Visual representations of trends, aiding in identification of variations and correlations among metrics.
Comments: Displays filtered results with options for expanded views to support in-depth analysis.
Summary
Birdie provides a robust and flexible platform for feedback management and analysis, enabling teams to transform data into actionable insights. By understanding and utilizing Organizations, Workspaces, Collections, Areas, Opportunities, Segments, Initiatives, and tools like Skye and Custom Dashboards, your organization can monitor, identify, prioritize, and measure continuous improvements.
For additional support: in-app chat (Intercom), email [email protected], or live training sessions.
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