Birdie Cobrowsing Software

Birdie.so is a software company that focuses on streamlining the process of customer support and minimizing the back-and-forth that often occurs during customer service interactions. The software is designed to enhance the efficiency of Tier 1 support representatives by providing clearer insights into customer issues without the need for repeated clarification requests. By integrating Birdie with their helpdesk solutions, companies such as Jeena have seen significant improvements in customer service metrics, including a 105% improvement in First Contact Resolution rates and a decrease in the Escalation Rate from 18% to 11.5%. This indicates that Birdie.so successfully addresses common challenges in customer service departments, particularly within companies offering highly customizable products, where understanding and resolving customer issues can be particularly complex.

Birdie.so achieves these improvements through features like screen recording and Cobrowsing, allowing customer support representatives to request screen recordings from customers or initiate screen-sharing sessions. This functionality is crucial for diagnosing and resolving issues rapidly and accurately, as it enables support staff to see exactly what the customer is experiencing without exhaustive verbal descriptions. As a result, customers enjoy a more satisfactory support experience, with issues being resolved in significantly less time and with fewer interactions. Birdie's focus on asynchronous communication solutions also adheres to the growing trend of flexibility in customer service, where reliance on phone calls, Zoom meetings, or scheduling calls is seen as cumbersome and less desirable from the customer's viewpoint. Birdie.so's solutions are designed to make the customer service process quicker, less intrusive, and more efficient, benefiting both the companies that deploy the software and their end-users.

Birdie.so offers a suite of tools aimed at improving customer service experiences and management efficiency. The primary features and benefits include:

- **Screen Recording:** Birdie.so provides screen recording capabilities, which can clear up confusion by allowing customer support representatives to understand customer issues better, leading to a decrease in resolution times and escalation rates. This feature is particularly beneficial in settings where products are highly customizable, and visual aids can significantly enhance understanding.

- **Cobrowsing:** With a focus on privacy and security, Birdie.so's cobrowsing feature facilitates a more interactive customer support experience. This tool lets support reps directly engage with the customer's screen (with their permission), further reducing miscommunication and improving the resolution of issues.

Birdie offers a pricing model that is tailored to the size of support teams, explicitly determined by the number of agents or "seats" that will utilize Birdie's services. A "seat" grants access to Birdie, indicating that if a team consists of 8 support operations members who will use Birdie, the plan must include provisions for 8 seats. It’s important to note that the number of Birdie seats required does not necessarily have to match the total number of helpdesk seats a team has. For example, if a team has 8 support operations members but possesses 22 Zendesk seats, they will only need a plan that includes 8 Birdie seats.

Bridie.so offers free plans for both their cobrowsing and screen recording packages.

The screen recording "Plus" plan is priced at 80 Euros / month (paid annually). The cobrowsing "Plus" plan is priced at 25 Euros / month (if paid annuallY).

Additionally, Birdie supports integration with various helpdesks, allowing up to 10 recordings per month for teams with fewer than 3 agents. The supported platforms include Zendesk, Intercom, Freshdesk, Freshchat, Jira Service Desk, and Helpscout.

Birdie.so is designed to improve 1:1 customer support. Their vision is that every customer support team should be able to interact with their customers as if they were sitting next to them, watching their screens.

Birdie.so claims to be used by over 1,600 support teams, including AI21labs, kiute, aula, one.com, zenput, ShiftCare and others.