When one side of your marketplace is unhappy, the other side is next.
In a product or services marketplace, friction doesn't stay contained; it ripples. A bad experience from one side becomes a complaint from another. A broken process becomes a rating drop or churn on both sides. The signals are already there. The question is whether you can trace the chain fast enough to stop it.
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Your marketplace runs on handshakes between actors most CX tools can't even see.
Marketplaces don't have one customer: they have two, tied together by every order, contract, and interaction. When one side complains about an issue, is that a problem with the other party, a platform process problem, or a product UX problem? When a seller churns, was it a dispute policy issue, a buyer behavior pattern, or a support failure? Most CX tools treat each side in isolation. They can tell you complaints are up. They can't tell you where the chain breaks, which side it starts on, how it affects the other, or what it's costing you. That's the gap Birdie closes.
Ripple effects you can't trace
Friction on one side of the marketplace shows up as churn, bad ratings, or lost supply on the other. Without entity-level correlation across orders, contracts, and interactions, you're guessing where the chain broke.
Multiple customer bases, zero unified view
Buyer feedback lives in one place. Seller feedback in another. Support tickets in a third. Nobody connects them to the same transaction, the same root cause, or the same business impact.
Speed kills (or saves)
In marketplaces, a slow diagnosis doesn't just mean a missed insight — it means a rating drops, supply leaves, and the problem compounds publicly before you even identify the root cause.
A customer intelligence system built for two-sided complexity.
Birdie gives marketplace teams a single, automated pipeline from signal to decision — across both sides of the platform simultaneously. It connects buyer and seller feedback, analyzes every interaction, correlates them to shared entities (orders, contracts, providers), and delivers prioritized findings that CX, Operations, Product, and Leadership can act on immediately.
Unified signal coverage across both sides
Entity-level correlation that traces the chain
Predictive detection before the ripple effect compounds
Prioritized action tied to marketplace health
Purpose-built for the way marketplaces actually operate.
A unified view of buyer and seller signals in one place
Birdie connects every feedback source from both sides simultaneously, organizing signals into a single, continuously updated view that shows where friction lives and which side it originates from.
Buyer and seller feedback ingested and structured in one unified taxonomy
100% interaction coverage with no sampling gaps or blind spots
Order-level and contract-level correlation across buyer and seller feedback
Quality monitoring that scales with your transaction volume
Manual QA can't keep up with marketplace volume. Birdie analyzes every interaction automatically — flagging quality gaps, policy violations, and service failures across every channel and every participant.
Cross-side pattern detection that connects complaints on one side to root causes on the other
Automatic detection of recurring quality issues and policy violations
Provider-level intelligence — see which sellers drive the most friction and why
Entity-level intelligence across every transaction
Every order, contract, and provider becomes a traceable node. Birdie builds the connection map across both sides of the marketplace — so you see the full chain from buyer signal to seller interaction to platform outcome.
Real-time visibility into emerging issues before they reach critical volume or affect ratings
Performance insights at channel, category, and provider level in real time
Journey mapping across both sides of a single transaction
Prioritization that protects marketplace health over time
Not every problem deserves the same urgency. Birdie ranks findings by their impact on marketplace health, so your team always knows which issues to escalate, which to route, and which will have the highest return when fixed.
Impact-based prioritization tied to retention, ratings, and contact rate
Trend detection that catches systemic issues before they erode supply or demand
Closed loop between intelligence and the operational fixes that keep both sides engaged
From fragmented signals to prioritized decisions — across both sides.
Ingest
Birdie connects to every channel where buyers and sellers leave signals — support tickets, chat, reviews, surveys, transaction feedback — ingesting everything automatically from both sides of the platform.
Correlate
Every signal is tied to the entity behind it — the order, the contract, the provider, the customer. Birdie builds a shared intelligence layer that works across buyer and seller contexts simultaneously, in one taxonomy every team understands.
Diagnose
The AI identifies root causes and traces the chain: which side did the friction start on? Is it product, process, or interaction? How is it affecting the other side? Findings ranked by business impact — not volume, not sentiment.
Route
Findings go to the right owners with full context. Operations gets service quality failures. Product gets platform friction. CX gets experience gaps. Everyone gets exactly what they need to act.
Measure
Every fix tracked against real marketplace outcomes. Birdie shows what changed after an insight was acted on — closing the loop between intelligence and platform performance on both sides.
Birdie traces the chain — from signal to root cause to both sides of the impact.
Birdie doesn't just collect feedback from buyers and sellers separately. It correlates signals at the entity level — connecting an order, a contract, or a transaction to every piece of feedback, every interaction, and every outcome on both sides. So when friction appears, you don't just see "seller complaints are up." You see which transactions triggered it, where the chain broke, which side it started on, how it's affecting the other side, and how much it's costing you. In real time.
When decision velocity comes into play
Built for enterprises that can't afford to get it wrong
Security & Compliance
Birdie is built to the standards of regulated fintech and healthcare environments, anywhere in the world. Your customer data is encrypted, access-controlled, and audit-logged.
Accuracy & Transparency
We publish F1 scores. We show you model cards. We're explicit about accuracy limitations and edge cases. You know exactly what works, what doesn't, and why.
Availability & Support
99.9% uptime SLA. Dedicated enterprise support. Your decisions don't stop because your platform stopped. When you need us, we're here.
From signal to execution in one workflow.
Birdie connects to the systems where signals originate and the tools where work happens. Signals flow in from Zendesk, Slack, surveys, and reviews. Birdie diagnoses them. Decisions flow out to Jira, Asana, and your AI agents — with full context.
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