Screen Recording

Skip the video calls and resolve tickets up to 5x faster

Get screen recordings from your customers, so your team can clearly understand what's happening.
Made for
Helpdesk

TRUSTED BY 1,600+ SUPPORT TEAMS

How are we different

Unlike Loom or other alternatives, Birdie is made for Support teams.
Customers record their screen

Customers record.
Agents watch.

Let your customers record their screen so your team can see their issues, and replicate their exact steps if needed.

Nothing to download.

Don’t leave Freshdesk

Request, receive or send screen recordings directly within your existing helpdesk.

No download required

Your customers don’t need to install anything. Ideal for customers who are not tech savvy or have high security requirements.

Troubleshoot asynchronously

Phone calls, Zoom meetings or calendar invitations are a high-effort and unpleasant experience for customers.
Birdie lets you solve customer issues, async.
Ask for recording

Ask for video recording when submitting a ticket

Give the option to your customers to add a screen recording when they submit a ticket.
Share recording

Easily share video recordings with your dev or product teams

If a ticket can’t be closed on the first contact, you can escalate recordings to your teammates so they get the full context without wasting valuable time
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Game changing Support for SaaS companies*

105%

Improvement in

First Contact Resolution

20%

Improvement in

Customer Effort Score

35%

Improvement in

Escalation Rate

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 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 is a mind-blowing tool. Our support team is now providing product managers and engineers an endless stream of videos making bugs and complicated flows much easier to understand and resolve.

Matt Lewis

Head of User Operations ✦ AI21 Labs
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.

Lauren Bougie

Manager of Customer Care ✦ Amilia

Birdie integrates with your current helpdesk

Ready to provide
outstanding support?

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