Jeena’s Tier 1 support team constantly found themselves in a guessing game. Customers struggled to articulate their issues, often leaving key details out, while Jeena’s highly customizable product added to the complexity. This lack of clarity led to two problems:
When Jeena implemented Birdie, everything changed. Now, Tier 1 agents can see exactly what customers are experiencing, clearing up the confusion instantly. With screen recordings providing full context, reps became empowered to solve issues on the spot without escalating them.
The Results:
For Jeena, Birdie transformed their support process—no more guesswork, no more unnecessary escalations, just faster resolutions and happier customers.
At Terminus, troubleshooting felt like pulling teeth. Every time customers faced a technical issue, the support team had to guide them through tedious processes to recreate the problem. This was especially tough on less tech-savvy customers, who found the experience frustrating and cumbersome. The result? A poor Customer Effort Score (CES) stuck at 70%.
Things were even trickier for their APAC customers, who often faced long delays due to limited support coverage across time zones.
Since introducing Birdie, the game has changed. Customers now record their screens to show the issue, skipping the painful explanations and letting the team understand the problem instantly. For their global customers, asynchronous recordings eliminated delays, offering immediate clarity despite the time zone gap.
The Results:
For Terminus, Birdie wasn’t just a tool; it was the missing piece to delivering exceptional, low-effort support that keeps customers coming back.
Stories was caught between rising ticket volumes and a company-wide mandate to cut costs. Marie, their Head of Support, was under pressure to reduce the cost per ticket, but she had to do it without sacrificing customer satisfaction or laying off her team.
Marie knew the key lay in optimizing her team’s workflow. While their Ticket Deflection Rate was already excellent, they still relied on too many back-and-forth exchanges to resolve tickets. That’s where Birdie came in.
By allowing customers to record their screens, Birdie provided agents with all the context they needed to resolve issues in far fewer replies. Reps stopped wasting time on redundant clarifications and got straight to solving problems.
The Results:
With Birdie, Marie turned a potential crisis into an opportunity—saving money while keeping her team and customers satisfied.
At Waystar, agents faced a recurring challenge: 10% of tickets consumed a staggering 70% of their time. These weren’t ordinary issues—they were complex bugs that required hours of tracing and reproducing problems. The result? Bottlenecks in the workflow and frustrated customers waiting far too long for resolutions.
When Waystar adopted Birdie, troubleshooting became seamless. Customers now record their screens to show the issue, giving agents a clear picture of what’s happening. With step-by-step recordings, agents can replicate bugs effortlessly and escalate detailed information—including console logs and metadata—to engineers in a single link.
The Results:
For Waystar, Birdie turned time-draining tickets into quick wins, freeing up their agents to focus on what matters most: delivering faster solutions and exceptional customer service.
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.
Before Birdie, customers would sometimes send us videos of their issues, but it was rare and unstructured. Birdie made screen recording a seamless part of our workflow, transforming how we diagnose and resolve issues. It’s been a game changer for our team.
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.
Every support rep knows the pain of ‘Can you ask the customer for more details?’ Birdie fixes that by capturing the full picture upfront. It’s saved us countless hours! Plus our customers love how easy it is to record their screen—it just works.
