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Birdie's Premium Support Offering
Birdie's Premium Support Offering

Explore our Premium Support Offering and learn how it can enhance your experience.

Anjelica avatar
Written by Anjelica
Updated over a week ago

Please note: The following is available as a separate Birdie add-on. Please get in touch with your Success Manager if you are interested in accessing this for your business!

At Birdie, we are continuously striving to enhance your support experience. While our live-chat support is already excellent, we are excited to introduce something even better, our Premium Support offering!


With Premium Support, Birdie partners can now enjoy a prioritised response time of just 5 minutes, compared to the usual 10 minutes. You will have access to our most experienced team members from 9 am to 5 pm, Monday to Friday, with additional support available from 7 am to 8 pm on weekdays and 9 am to 6 pm on weekends and bank holidays. For complex issues, you have the opportunity to schedule calls with our senior team for voice or video chats with screen sharing.


Our Premium Support is designed to resolve your queries as quickly as possible.

What is the difference between premium support and normal support?

Premium support has three differentials compared to Birdie’s standard/default support offering, these are:

  • A first response within 5 minutes- We know that our amazing support team is already lightning-fast, but sometimes you need answers just that little bit faster. That’s why Premium Support has a dedicated routing to prioritise your query, with a first response within just 5 minutes, compared to the normal 10 minutes!

  • Access to a dedicated ring-fenced team of our most senior support experts who are available between the hours of 9 am and 5 pm Monday to Friday

    Outside of those hours we still have tenured team members who are available to support our premium support partners from 7 am until 8 pm on Weekdays and 9 am to 6 pm on Saturdays, Sundays and bank holidays.

  • Access to outbound phone service from 9 am to 5 pm Monday-Friday- With Premium Support, you’ll have the ability to schedule in calls with our senior support team from 9 am to 5 pm, Monday to Friday. You’ll have access to voice calls or video chats, with the option of screen sharing, to provide help with navigating Birdie and resolving complex queries.


How does premium support work? 

  • Our premium support team will aim to deal the majority of queries via live chat, which should be dealt with within 15 mins for the majority of cases.

  • If, however, there’s a technical issue which requires further investigation, Premium Support means that this will be dealt with by the same team member - making it easier than ever for you to resolve your issue!

  • Phone support can be requested at any time from 9am till 6pm, Monday to Friday, and will be offered proactively by our support team if it’s something more complex, or if they don’t think they can resolve it for you in 15 minutes or less.


How to initiate a call with the premium support team

  1. Start a chat via the chatbot function with the Support Team.

  2. If the issue is complex or there is an apparent need for phone support, please request a call. The support team may also suggest a call if necessary.

  3. The Support Associate will provide a link to Calendly for you to select a 30-minute time slot.

  4. Once you have selected a time the Support Associate will call you via the Support Chat (Intercom).


Premium Support FAQ

How do the calendar links work?

The support team will use a tool called Calendly. A URL to the Support Associate’s Calendly schedule will be sent in the Support Chat once phone support has been agreed. Here you will be able to schedule a time for a call.

How long are the calls?

The calls will be 30 minutes max. A Support Associate may extend the call depending on the following:

  • The severity of the issue

  • Team capacity

  • Support Associate’s schedule/availability

  • The volume of support chats waiting

What is Screen Sharing?

This is where the support associate can see and/or control your screen when given consent. If necessary, during the call Support can request this and give you directions on how to set this up.

Do you have guidance on what is urgent vs non-urgent?

Yes, we have put together a small matrix below. Scheduling phone support in advance is best suited for non-urgent but complex queries. We can solve urgent queries much faster via chat.

If a query is urgent and complex, hard to explain via chat or business critical - Support can make an ad hoc call to assist.

Urgency

Complexity of the issue

Call Required?

Urgent

Complex

Yes

Urgent

Non-complex

No

Non-urgent

Complex

Yes

Non-urgent

Non-complex

No

Examples of how queries will be dealt with

A) A chat is raised at 1 pm with a simple query- Support can resolve it in the chat within 15 minutes.

B) A Chat is raised at 1 pm with a complex non-urgent query- Support will set expectations that this issue will not be resolved within 10 - 30 minutes. Support will offer a Calendly callback for the next available time slot. Support will resolve this issue in the chat and call the person who raised the chat with the resolution.

C) A Chat comes in with an urgent business critical issue and you request a call.- As it’s urgent we offer a call there and then to help resolve the problem.

Please note: the above examples are for reference only.

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