It reduces frustration on both sides. It’s easier for customers to understand the answer since the video demos their own tool.
The Customer Support team avoids confusion, miscommunication and unnecessary back-and-forth. An answer is as easy as: Command + Shift + 6, click Start, explain the solution, click Finish, paste the link in chat or email.
They can close Support tickets faster while improving customer satisfaction at the same time.
‘We try to have a 13 second response time which includes saying hello and resolving issues within the first 100 words said. Before we were having to create an entire new Salesforce case, and now I’d say it only takes us as long as it takes to capture the image (a few seconds).’ adds Caty.