Cobrowsing

View and interact with your customer's screen

Start a Cobrowsing session right from your existing helpdesk, either for troubleshooting or providing guidance. No download required.
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Helpdesk

TRUSTED BY 1,600+ SUPPORT TEAMS

Watch feature

See your customer’s screen in real time

Visually guide your customers over phone or live chat.
- no download required

Scroll, click, and type on behalf of your customer

With your customer’s permission, agents may annotate the screen or take control of your webapp.
Collaborate feature
Call feature

Jump on a live call if needed

Talk to your customers directly on your webapp.

Works with all modern browsers

Screen share in seconds with any user regardless of browser or operating system.

No download required

Your customers don’t need to install or download anything. Ideal for non tech savvy customers. No more frustration.

Enterprise-grade compliance

GDPR & CCPA Ready, SOC 2 Type II in-progress, HIPAA Compliant

Game changing support for SaaS companies*

60%

Improvement in

Time to Resolution

105%

Improvement in

First Contact Resolution

20%

Improvement in

Customer Effort Score

1 hour

Saved

Per agent per day

* based on real customer stories

Why support teams use Birdie

First contact resolution
Escalation rate

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%.

Size

50 - 100 employees

Helpdesk

Zendesk
Accelerate Resolution
Customer Effort Score

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.

Size

100 - 500 employees

Helpdesk

Zendesk
Delight Customers
Cost per Ticket
Replies per resolution

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.

Size

10 - 50 employees

Helpdesk

Zendesk
Save Money
Resolution time
Time saved

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%.

Size

1000+ employees

Helpdesk

Zendesk
Ease Troubleshooting

Enterprise grade security

Enterprise

grade

security

Privacy and security are top of mind for us at Birdie.

With Birdie’s end-to-end approach to data security, privacy, and control, our solution includes tools that empower your teams to achieve compliance with confidence and security infrastructure that keeps your data safe.

Birdie is helping our agents get to the root cause of issues in much less time & it’s very straightforward to use. Their customer support also matches the product, 5 stars!

David Walker

Support Systems & Process Manager ✦ One.com
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.

Jerry Ishmael

Client Support Team Manager ✦ TrackTik
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.

Christos Chrysos

Director of Customer Support ✦ Schoox

Birdie integrates with your current helpdesk

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