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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
The Hidden Cost of Misdiagnosing Customer Issues (And How AI Can Help)
Mar 27, 2025
Maxime Manseau, VP of Support at Birdie, shares insights on effective customer support operations. He discusses the hidden costs of misdiagnosing customer issues, highlighting that prolonged resolution times lead to frustrated customers and exhausted agents. Manseau emphasizes the importance of AI tools, like Birdie’s unique reverse screen recording feature, to enhance issue understanding. The conversation also touches on the need for empathy in support roles and the irreplaceable value of human interaction in an increasingly automated landscape.
38:37
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Quick takeaways
- Misdiagnosing customer issues leads to longer resolution times and frustrated customers, emphasizing the need for improved initial understanding and workflows.
- Despite AI's rising role, human support remains essential for meaningful customer interactions, requiring a balance between automation and personal touch.
Deep dives
Understanding Customer Issues Efficiently
Support teams often allocate a significant amount of time to diagnosing issues rather than resolving them. This imbalance leads to longer resolution times, negatively impacting customer experience. An example mentioned is the distinction between low-effort and high-effort tickets, where the latter requires human involvement and often consumes 70 to 75% of the time on diagnosis. Improving the initial understanding of customer queries can streamline ticket routing and ultimately enhance the support process.
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