Tier 1 support reps at Jeena were struggling to understand customer requests. Mainly because customers didn’t explain things clearly, and also because their product is highly customizable. Therefore, (1) they were having unnecessary back-and-forths with customers, and (2) they escalated many tickets to Tier 2 when they didn't have to.
Since installing Birdie, reps can see what’s going on, which clears up all confusion. As a result, First Contact Resolution improved by 105%, and Escalation Rate decreased from 18% to 11,5%.
The support team at Terminus solicited customers too much, especially when troubleshooting. Walking customers through that process can be a high-effort and unpleasant experience. As a result, they had a poor Customer Effort Score (70%).
They added Birdie 3 months ago and improved their CES from 70% to 88%. Additionally, Birdie helps them provide outstanding customer service to customers in the APAC region, since they do not yet offer support across all time zones.
Stories was experiencing a strong increase in the number of tickets but the company was facing tough financial times. Marie, Head of Support, got asked by the CEO to reduce the cost per ticket with two conditions: (1) don’t deteriorate their current support metrics, and (2) don’t lay off anyone. As the Ticket Deflection Rate was already excellent, she decided to focus on reducing the Number of Replies.
After using Birdie for a month, her median number of replies per resolution got divided by two. As a result, she was able to lower the cost per ticket from $22 to $19.
At Waystar, agents spent 70% of their time on 10% of tickets. After a quick analysis, it appears that the reps were devoting most of their time and energy to tracing and reproducing bugs.
Since they installed Birdie, (1) customers can explain complicated issues much easier, (2) reps can easily reproduce the bug by following the exact same steps, and (3) reps can escalate all the info to an engineer in one link, including the browser console information. As a result, Birdie saved each agent one extra hour per day, allowing them to close more tickets, which also improved resolution time by 60%.
Birdie is freaking fantastic. We’ve got some great comments from our clients as well. It has saved us lots of time and lowered the number of questions we need to ask to troubleshoot a bug.
I was looking for a secure method for my team to help customers without logging into their production environments. Birdie minimizes the risk of security and privacy issues.
Birdie allows our support team to better understand our customers when they are looking for assistance. it’s very simple to use and requires no special skills! The result is high touch resolution rates and short resolution time.