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Rules of Engagement

It is the responsibility of the reseller to ensure Birdeye is provided with complete information and a successful contact is made between Birdeye and the reseller's customer to onboard and support. Birdeye team will try to resolve issues as per Birdeye standards and will try to make a connection but Birdeye needs the reseller's help to cure any problems without which we can't do much.

It is the reseller's responsibility to ensure that the reseller's customer understands that they will be onboarded and supported by Birdeye throughout their life cycle. Contract related discussions need to be done with the reseller.

Birdeye Prime is limited to partner’s clients with a maximum of 10 locations/entities/providers, anything above 10 needs to have a formal discussion with Birdeye.

Onboarding

Reseller’s Birdeye customers onboarding includes social integrations, CRM integration (if purchased), campaign setup, product training & adoption to ensure the value is being recognized. It takes upto 6 weeks and 4 weekly/more frequent meetings to setup an account completely..

1. Booking an Onboard

  • Reseller to book an appointment within 72 hours by clicking the onboarding calendar link
  • Reseller to create a case in Birdeye dashboard under respective business with the following selection Type: Support, Case Category: Onboard, Modules: New Onboard and share complete details about the account, must have information to capture:
    • Products Sold: e.g. Reviews and Listings
    • Primary business POC name, email, phone:
    • Secondary business POC name, email, phone
    • Desired outcome: e.g. More Google Reviews
    • CRM name:
    • Billing System name:
    • Process to share customer information:
    • Monthly expected check-ins:
    • Onboarding meeting booked using the onboarding link (Y/N)?
  • All contacts for the account must be entered in the case, especially the primary business owner, name, email and phone.

2. Customer’s Engagement

  • Reseller to ensure the customer is engaged with Birdeye for next 45 days and upto 4 meetings minimum. If the account does not complete the onboarding of the key features within the 30 days period, the reseller is responsible for following-up with their customer.
  • For the No-shows on the first onboard meeting, the Birdeye onboard rep will follow-up for one week to reschedule [up to 3 calls and 3 emails] and will leave a message for reseller.
  • Beyond a week, if onboard is still pending, reseller to ensure a successful contact is made between customer and Birdeye onboarding team within the following 2 weeks.
  • If the customer was not successfully onboarded due to engagement/availability issues upto 30 days, Birdeye onboarding rep will stop the follow-up and the account will go through regular adoption motion.

3. Customer Check-in Process

It is the reseller’s responsibility to ensure the check-in process is clearly discussed.

  • Integrations: Reseller to make sure that customer understands the integrations well if it’s not manual check-in
  • Manual Pulls or CSV Uploads: Reseller to ensure client shares his credentials for CRM to pull the customer information or sends a report to VA team with name, email, phone number OR in Birdeye supported format. For newer CRMs, the customer or reseller needs to explain the steps to pull the report.
  • SFTP, API or Native Integration: Reseller to ensure the customer understands the trigger points that are possible AND that the customer has the correct data (name, email, phone) associated with those trigger points.
  • BE Connector: Reseller to check the integration list and validate that the integration and version of the software works with Birdeye (e.g. Dentrix Ascend, Dentrix v12, Dolphin v8, Mogo v19, Dolphin Cloud, etc.).

4. Partner’s Customer Success Manager Involvement

Onboarding or Support Team may include Partner’s Customer Success Manager to follow-up with reseller if:

  • >3 onboarding with no engagement
  • Cancellation requests during onboarding

Customer Support

Reseller’s Birdeye customers includes resolution of support issues within Birdeye’s standard customer support SLAs. Customer support includes unlimited support via email and phone, support Mon-Fri, 8 am to 5 pm CST.

1. Contact Us options

2. Reporting Support case

  • Reseller to use contact options and create a case in the respective account.
  • Reseller to ensure correct severity, case information is provided.
    • Issue Details: e.g. not able to connect Google and it times out.
    • Screenshot/video: Attach error screenshots or record videos so Birdeye can reproduce steps
    • Primary business POC name, email, phone:
    • Secondary business POC name, email, phone

3. Customer’s Engagement

  • Reseller to ensure the customer is engaged with to cure the issue, the reseller is responsible for following-up with their customer.
  • Birdeye will make up to 3 calls and 3 emails for a week and will leave a message for the reseller to follow-up.
  • Beyond a week, if onboard is still pending, reseller to ensure a successful contact is made between customer and Birdeye support team within the following week.
  • If customer is not engaged/available upto 21 days, Birdeye support rep will stop the follow-up and close the case.

Cancellation/Refund and expansion Requests

Cancellation: Reseller’s Birdeye customers expression of an intention of canceling the services agreement, subscription or contract partially or fully with the reseller.

Refund: Reseller’s Birdeye customers expression of an intention of getting refund for fee paid to reseller for Birdeye services.

Expansion: Reseller’s Birdeye customers expression of an intention of adding more services or locations to Birdeye platform.

1. Cancellation refund and expansion requests

If a reseller’s customer places cancellation, refund or expansion request, it is reseller’s responsibility to handle it with the customer. Birdeye team will notify the reseller via an email with complete details. Birdeye will not have any financial liability from such an event.

  • Birdeye team to rectify an issue if the issue is in control of Birdeye and can be cured within Birdeye support standards.
  • Birdeye to notify the partner via an email provided by the business to take up the cancellations, refunds and expansion requests. Here is the sample email:

    Possible Subjects:
    Location Upsell Opportunity: < Business Name > - < Business ID >
    Product Upsell Opportunity: < Business Name > - < Business ID >
    Cancellation risk: < Business Name > - < Business ID >
    Refund Request: < Business Name > - < Business ID >

    Content for expansion emails:
    Hi < Reseller Name >
    This is notify you that < customer Name > from < Business Name > - < Business ID > reached out to Birdeye on < mm/dd/yyy > and is interested to add < xxxxxx >. Can you please reach out them on < email > or < Phone > and close the loop/

    Content for cancellation/refund emails:
    Hi < Reseller Name >
    This is notify you that < Customer Name > from < Business Name > - < Business ID > reached out to Birdeye on < mm/dd/yyy > and wanted to cancel or get a refund. Can you please reach out them on < email > or < Phone > and close the loop/


    Issue details: