SwagUp Beta Pilot Community Support FAQ

An overview of common questions for the SwagUp Beta Pilots Community

(For general information on this program, please see SwagUp Beta Pilots Community)


Find out more about the SwagUp Beta Pilot Community

Is the SwagUp Beta Pilots Community free-to-join?

How long does membership into the beta community last? / How do I update my beta community preferences?

Managing Your Beta Community Preferences

Tell me more about time commitments. What does the process of sharing feedback look like?

What options do I have for sharing feedback?

Who do I contact if I run into issues?

What communications can I expect from being part of the community?


Is the SwagUp Beta Pilots Community free-to-join?

Yes, 100% free to join. While beta spots are sometimes capped to a certain number of spots based on version, every member of the beta community will get a fair chance to secure a spot on a first-come, first-serve basis. And don't worry - if you didn't make a certain round, but absolutely want to be part of the beta, reach out to a community manager at experiences@swagup.com and we'll figure out something 😎

 

How long does membership into the beta community last? / How do I update my beta community preferences?

Your membership in the SwagUp Beta Pilot Community is evergreen; for as long as you want to be a SwagUp Insider, you will have the special benefits of early access and more! This is our gift to the early and founding community around the SwagUp brand, because we're just getting started, and we want to appreciate our earliest supporters as we grow. As a result, some exclusive rewards are based on how long you've been a member of the community, while others are based on community contributions.

Every member of the beta community will have access to special beta tests. You will hear about these from a Beta Pilot Community Manager and your point of contact (your “Beta Community Co-Pilot”) for any beta community-related questions. 

For individual beta feature tests, you can expect to use the feature and share feedback in as short as 1-2 weeks. For larger feature tests, you and your team may prefer a longer trial period to explore the feature, which can be extended to 4-6 weeks.

Managing Your Beta Community Preferences

In your initial Beta Pilot application, you will indicate the types of missions (feedback opportunities) you would like to receive updates for:

  • 🧪 New Feature Betas
  • 👾 Existing Feature Improvement Betas
  • 🚀 General Feedback

The choice is yours; sign up for all three mission types, or just one — you will also be able to update these preferences at any time through your ​​Beta Community Co-Pilot. 

You can leave the community in the same manner. If you start and leave before completing a beta test, you will not receive the rewards for completing the beta test. Any rewards you have earned up to that point through individual beta tests and other feedback will still be available to you until claimed.

 

Tell me more about time commitments. What does the process of sharing feedback look like?

Good question! Your time is incredibly valuable to us, and we hope that by only selecting beta tests you’re interested in, you’ll get as much value out of the experience as us.

That said, we recommend opting in to beta tests only if you reasonably expect your team to actively be using and getting value out of the beta feature in question.

For example:

  • ❌  We don’t recommend signing up for the Salesforce App Beta if your team is not interested in sending Salesforce contacts swag directly inside the Salesforce platform.
  • ❌  We don’t recommend signing up for the Salesforce App Beta (just yet!) if your team is interested in sending Salesforce contacts swag directly inside the Salesforce platform, but has no swag in inventory and have no immediate plans to get more swag
    • 💎  Replenish your swag inventory, and then sign up for the beta!
  • ❌  We don’t recommend signing up for the Salesforce App Beta (just yet!) if your team is interested in sending Salesforce contacts swag directly inside the Salesforce platform, but wouldn’t be able to start sending out any swag for X,Y, Z reasons
    • 💎  Reach out to your rep or email us at experiences@swagup.com to reserve a spot. Once your team is ready to get the most out of this beta, we'll be here for you!
  • ✅  We do recommend signing up for the Salesforce App Beta if your team is interested in sending Salesforce contacts swag directly inside the Salesforce platform, and is ready to immediately send out swag once everything is hooked up! 

Ideally, your team will be able to use the feature enough to feel comfortable in sharing feedback on what you loved (and what you didn’t!). If you are stuck at any point, feel free to reach out to your Beta Co-Pilot for some guided onboarding to help you learn the feature.

If your team is selecting features you’re interested in, these should basically be part of their work they need to accomplish anyway, and (if everything goes well) the beta features would actually be saving them time. Talk about two birds with one stone 🐦

What options do I have for sharing feedback?

After your team has time to explore the feature, we will give you the option to share your feedback by survey or through a beta wrap-up interview

The survey, depending on the size of the feature you tested, can be as speedy as 90 seconds. For larger features, the survey may be a bit more comprehensive but should clock in between 5-15 minutes. 

The beta wrap-up interview will be a feedback session with a SwagUp product manager and your team. If you would like your Beta Community Co-Pilot there to help organize things, you may also request they attend to support the feedback session. The beta wrap-up interview is also your opportunity to request changes, make suggestions, or highlight other features your team would like to have.

If you would like another way to share your feedback, contact your Beta Community Co-Pilot for support.

Who do I contact if I run into issues?

For general issues related to the beta feature testing and feedback on the SwagUp experience as part of Beta Pilots Community, you will have a dedicated member from our user research team, aka your Beta Community Co-Pilot, to support you. Feel free to email them, book time on their calendars, call them etc. with any questions, comments, and feedback you have.

For specific issues involved in a beta feature test, your Beta Community Co-Pilot will have introduced you to the SwagUp team member leading the beta feature test, and this person will also be the best to contact if you run into issues. If you are not sure who they are, reach out to your Beta Community Co-Pilot and they will help you out!

For issues not related to the Beta Pilot Community (i.e. general SwagUp questions, dashboard bugs, order-related issues), please continue to use our main channels of support. This is the fastest way to ensure someone has eyes on your situation. If you feel you need additional help, feel free to tap in your Beta Community Co-Pilot; they will do their best to get you additional support.

What communications can I expect from being part of this community?

Your Beta Community Co-Pilot (a dedicated point of contact from our user research team) will be responsible for communicating with you. They will primarily provide you with updates via email, and at the same time, you will be able to contact them as convenient through email, time on their calendar, etc. 

After the initial onboarding and welcome communications, you will only receive program communications when the beta feature tests you marked interest in open up — these invites will be sent to you by email from your Beta Community Co-Pilot, at which you can claim your spot if your team is interested, or skip if not.

Apart from these notification emails, your Beta Community Co-Pilot will offer a short, casual check-in with you from time to time by email just to see how things are going :) Feel free to reply with any questions or comments as you have them.

And finally, to see the latest community updates on any of the beta features you tested even after your beta experience ends, you can catch all that and more right inside our help center!

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