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Once you have centralized your multiple sources of customer feedback into Birdie's Feedback River, you are able to uncover and understand which are the main topics as well as the new emerging themes in conversations.
It's time to start running segmented analysis and make the insights you find in Birdie even more actionable.
Think about that critical issue you just identified among your customer's feedback. You can now understand if that is coming from either the freemium or the premium accounts. Use your ICP/Customer persona definitions to help you prioritize the most impactful feature requests.
Check out how that works...
You will need to Import Customer data:
Go to the Import customers page in your Sources menu
From there, you can import either your Customer Account or Users data using our CSVs template;
Once you finish the uploads you will see the list with the imported Customers and Users. By the way, this is a very similar process to importing feedback and soon, you will be able to automatically import Customer Data from your CRM Platform (SalesForce, Hubspot, Pipedrive) or data lake (Snowflake, BigQuery);
Keep in mind that, as your Customer properties change, you can always do a New import of Customer's or User's csv and update its record in Birdie.
Now that Birdie knows your Customers, it's time to identify their feedback.
Regardless of using one of Birdie's Feedback connectors or manually importing CSVs, you will have the option to map where Birdie can find the Account or User ID among Feedback fields.
It's important to have in mind. The Account and/or User identification needs to exist among the feedback fields.
As Birdie releases integration connectors, we always map the default field suggested by the Platform developers (Zendesk, Freshdesk, Hubspot, Gong, etc) but depending on your case, you may need to map it from a different field.
Customer X Feedback Record matching.
Once these fields are mapped, you're all set. Every time a new feedback comes in or a new Customer record gets updated, Birdie will automatically keep them matched.
You can now start exploring, filtering, and segmenting Feedback based on your Customer's characteristics.
