Maxime MANSEAU

Thoughts on Customer Support.
Actionnable advice. No fluff.

[Maxime MANSEAU @maximemanseau]

The best leadership advice I received in 2024 didn’t come from a mentor – it came from another support leader facing the exact same challenges.

Yesterday, I asked about your top resolution for 2025 as a support leader.

Today, I’m sharing mine:

👉 Building deeper connections and cross-mentorship relationships with fellow support leaders.

In 2025, I want to invest more time in connecting with other support leaders – not for the sake of networking, but to share wins, troubleshoot challenges, and grow together.

I’ve found that the best growth doesn’t come from formal mentorship. It happens in consistent, honest conversations with peers who “get it.”

Some of the most valuable lessons I’ve learned were from support leaders navigating the same obstacles – and I want more of that this year.

So, in 2025, I’m leaning into this. More open dialogues, more problem-solving, and more learning from leaders walking the same path.

How about you?
Is there something you want to focus on in 2025?

[Maxime MANSEAU @maximemanseau]

Did you know that sharing your New Year's resolution with others makes you 7x more likely to stick with it?
👇

𝐖𝐡𝐚𝐭’𝐬 𝐲𝐨𝐮𝐫 𝐭𝐨𝐩 𝐫𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 2025 𝐚𝐬 𝐚 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 𝐥𝐞𝐚𝐝𝐞���?

Drop it in the comments – not only will it keep you accountable, but you might inspire someone else!

I'll share mine tomorrow.

[Maxime MANSEAU @maximemanseau]

We followed all her advice to revamp our sign-in page: https://t.co/QdOmD53iyl

Pretty neat, isn't it? 😉

[Elon Musk @elonmusk]

🤣🤣

[Maxime MANSEAU @maximemanseau]

Green usually means ‘recycle’ right?
Looks like someone on the design team is exploring ��𝘦𝘸 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴 now 🤣

[Maxime MANSEAU @maximemanseau]

The biggest lesson I learned as a leader this year wasn’t about product or revenue.

Building @Birdie_inc has been a journey full of lessons, growth, and—most importantly—people.

This year wasn’t just about hitting milestones or launching features.

It was about the small wins, the tough conversations, and the moments when someone on the team quietly stepped up in ways I didn’t expect.

As a leader, I’ve learned that the best ideas don’t always come from the loudest voices.

Sometimes, it’s the quiet suggestions or the “what if we tried this…” that shape everything.

To the Birdie team, to the customers who trust us, and to everyone who’s crossed paths with us this year—thank you.

2025 is just around the corner, and I’m excited. Not just for what we’ll build, but for how we’ll continue to grow together.

Happy holidays to you and yours. May your season be filled with warmth, joy, and a little bit of that support magic – the kind that turns problems into solutions and leaves people smiling. ✨

[Maxime MANSEAU @maximemanseau]

It's not too late to ask Santa for what you've really been wishing all year 🎅✨
#customersupport #troubleshooting #bugs #tickets #issues

[Maxime MANSEAU @maximemanseau]

You can send out all the CSAT surveys, NPS forms, or “How did we do?” requests you want. You’ll get a score. A percentage. Maybe a nice little chart.
But will you get answers that truly move the needle?

Here’s the question that cuts through the noise:

👉 “𝘐𝘧 𝘺𝘰𝘶 𝘩𝘢𝘥 𝘢 𝘮𝘢𝘨𝘪𝘤 𝘸𝘢𝘯𝘥, 𝘸𝘩𝘢𝘵’𝘴 𝘵𝘩𝘦 𝘰𝘯𝘦 𝘵𝘩𝘪𝘯𝘨 𝘺𝘰𝘶’𝘥 𝘤𝘩𝘢𝘯𝘨𝘦 𝘢𝘣𝘰𝘶𝘵 𝘩𝘰𝘸 𝘰𝘶𝘳 𝘴𝘶𝘱𝘱𝘰𝘳𝘵 𝘩𝘦𝘭𝘱𝘴 𝘺𝘰𝘶?”

Why is this question so powerful?

- It’s Open-Ended: Instead of asking customers to rate their experience on a scale, it asks them to dream.

- It Reveals Priorities: Customers tell you what matters most—not what’s convenient to measure.

- It Encourages Honesty: The “magic wand” metaphor invites creativity without blame or negativity.

- It Inspires Solutions: You’ll hear tangible ideas you can take action on, directly from your end users.

𝐓𝐡𝐞 𝐁𝐞𝐧𝐞𝐟𝐢𝐭𝐬 𝐘𝐨𝐮’𝐥𝐥 𝐆𝐚𝐢𝐧

🔍 True Insights: You’ll uncover pain points and ideas you’d never get from a 5-star rating.

⚙️ Operational Clarity: Customers’ answers help you prioritize improvements—workflows, tools, or training.

💡 Better Relationships: Acting on this feedback creates loyalty and shows you’re listening.

𝐖𝐡𝐞𝐧 𝐭𝐨 𝐚𝐬𝐤 𝐢𝐭:

1️⃣ After support interactions (instead of “How did we do?”).
2️⃣ In quarterly follow-ups: Send a personal email with this as the main question.
3️⃣ During customer interviews or calls: It’s a perfect closing question.
4️⃣ In surveys: Make it a standalone question—simple, open, and powerful.

No other question gets you closer to what your customers really want.

Because when you ask people to dream—and then turn those dreams into action—you don’t just improve support.

You build trust.
You earn loyalty.
You create relationships that last.

[Maxime MANSEAU @maximemanseau]

Do you send an auto-reply when customers submit a ticket?

8 teams tested messages, and this one delivered the best results—by far. 👇

When I say "auto-reply," I’m talking about the automatic message customers receive as soon as they submit a ticket.

For example, @Zendesk default message might look something like this:

“𝘠𝘰𝘶𝘳 𝘳𝘦𝘲𝘶𝘦𝘴𝘵 𝘩𝘢𝘴 𝘣𝘦𝘦𝘯 𝘶𝘱𝘥𝘢𝘵𝘦𝘥. 𝘛𝘰 𝘢𝘥𝘥 𝘢𝘥𝘥𝘪𝘵𝘪𝘰𝘯𝘢𝘭 𝘤𝘰𝘮𝘮𝘦𝘯𝘵𝘴, 𝘳𝘦𝘱𝘭𝘺 𝘵𝘰 𝘵𝘩𝘪𝘴 𝘦𝘮𝘢𝘪𝘭”

We worked with 8 support teams who integrated @Birdie_inc into their auto-reply messages. Instead of just acknowledging the ticket, they gave customers the option to record their screen and show exactly what’s happening—no installs required.

This made it so much easier for support reps to see the problem, reproduce it, and resolve the issue faster.

But here’s the funny thing: each team had wildly different Screen Recording Conversion Rates (SRCR).

At first, we thought it depended on the industry or how tech-savvy their customers were. But after digging deeper, we found that the wording was the game changer.

How you frame the request to customers matters a lot.

One team's message stood out from the rest:

𝐓𝐨 𝐡𝐞𝐥𝐩 𝐨𝐮𝐫 𝐭𝐞𝐚𝐦 𝐮��𝐝𝐞𝐫𝐬𝐭𝐚𝐧𝐝 𝐭𝐡𝐞 𝐢𝐬𝐬𝐮𝐞 𝐛𝐞𝐭𝐭𝐞𝐫 𝐚𝐧𝐝 𝐬𝐨𝐥𝐯𝐞 𝐢𝐭 𝐟𝐚𝐬𝐭𝐞𝐫, 𝐫𝐞𝐜𝐨𝐫𝐝 𝐲𝐨𝐮𝐫 𝐬𝐜𝐫𝐞𝐞𝐧 𝐚𝐧𝐝 𝐬𝐡𝐨𝐰 𝐮𝐬 𝐞𝐱𝐚𝐜𝐭𝐥𝐲 𝐰𝐡𝐚𝐭’𝐬 𝐡𝐚𝐩𝐩𝐞𝐧𝐢𝐧𝐠:

[𝐂𝐥𝐢𝐜𝐤 𝐇𝐞𝐫𝐞 𝐭𝐨 𝐑𝐞𝐜𝐨𝐫𝐝 𝐘𝐨𝐮𝐫 𝐒𝐜𝐫𝐞𝐞𝐧]

𝐈𝐭’𝐬 𝐪𝐮𝐢𝐜𝐤 𝐚𝐧𝐝 𝐬𝐢𝐦𝐩𝐥𝐞—𝐧𝐨 𝐢𝐧𝐬𝐭𝐚𝐥𝐥𝐬 𝐧𝐞𝐞𝐝𝐞𝐝.

[Maxime MANSEAU @maximemanseau]

A clearly described issue is already half-solved @Birdie_inc

[Maxime MANSEAU @maximemanseau]

🌟 Unlock the secrets of top-tier customer support with Mara Vicente, VP of Support at @pipedrive !

In The Support Lab's latest episode, Mara shares her transformative journey in scaling customer support with precision and efficiency.

We discuss AI, improving response times, and building global multilingual teams.

BUT

What impressed me most is how Pipedrive nurtures talent through structured career paths—from internships to managerial roles—and comprehensive onboarding and training programs.

Learn how developing skills and fostering growth within your support team can make a difference.

Tune in to gain actionable insights and data-driven strategies from a leader who's transforming the way we approach customer support.

𝐋𝐢𝐧𝐤 𝐭𝐨 𝐞𝐩𝐢𝐬𝐨𝐝𝐞 𝐢𝐧 𝐭𝐡𝐞 𝐜𝐨𝐦𝐦𝐞𝐧𝐭𝐬 🎧 👉 https://t.co/9F9zCQSOSs

#CustomerService #CustomerSupport #CustomerExperience

[Maxime MANSEAU @maximemanseau]

I've spent quite a bit of time in the States - studied there, worked there, and I still hop over a few times a year.

Being French, I gotta say, I'm pretty jealous of this awesome tradition you guys have - Thanksgiving! I love what it stands for. It's all about coming together, counting your blessings, staying humble, and welcoming everyone with open arms. These amazing values totally match what we're all about at Birdie.

So today, I just wanted to give a big shoutout to all our fantastic U.S. teammates, clients, and partners - you rock! Birdie's had an incredible year and we couldn't have done it without you.

Thanks a million, and have an awesome Thanksgiving! 🦃

[Maxime MANSEAU @maximemanseau]

The goal? Long-term satisfaction over short-term metrics.

✌️

[Maxime MANSEAU @maximemanseau]

We gave up on speed … and customers noticed in the best way.

It sounds counterintuitive, but the truth is, focusing on the quality of our support interactions brought us closer to what our customers really needed.

[Maxime MANSEAU @maximemanseau]

By allowing agents to dig deeper into each ticket, we ensured that customers felt truly heard and supported.

Today: Our team is experiencing less burnout, and customer loyalty has never been stronger.

Next: We’re leaning into a model that prioritizes depth in every interaction.

[Maxime MANSEAU @maximemanseau]

Reduce average interactions from 4 to zero with this simple trick:

[Maxime MANSEAU @maximemanseau]

When you’re stuck – maybe that’s a signal to toss out everything you know and try a completely new approach.

Forget the rules, forget the familiar steps.

Let go of what you think you’re supposed to do, and instead, try something unexpected.

[Maxime MANSEAU @maximemanseau]

I was walking the aisles, admiring the art… but then I saw this.

Yesterday, I found myself wandering through the Paris Photo Fair, where gallery after gallery presented their most striking collections.

Hundreds of images, each telling its own story.

[Maxime MANSEAU @maximemanseau]

A message encased, to be seen only once a year.

It wasn’t what you’d expect, and that’s exactly what stopped me in my tracks.

It was different, and in its difference, it was powerful. Sometimes, if you want to be noticed, you have to break away from the usual.