Customer Service Goes Live
Get a clear idea of customers’ queries by allowing them to share screens with you in real-time
It is extremely important for agents providing real-time support through live chat to manage all customer queries efficiently. Even when agents engage a customer in live chat there is always a chance of misunderstanding the problem. In such cases, screen sharing can save both, the agent and the customer a lot of time and efforts. Customer360 enables support agents to gain remote access to customers’ screens and provide instant solutions. It gives you the opportunity to provide quality support across multiple channels.
Screen sharing eliminates the need for your agents to personally visit the customer and deal with their issue. This saves a lot of time and revenue for businesses. With the help of screen sharing support agents can start chatting with customers and request them to give permission to access their computer screens. With remote access agents can now deal with the issue directly from their desks.
To start screen sharing, you need not install any extra plugins or software. All you have to do is embed the chat widget on your website, start chatting with the customer, ask for permission to access their screen and done. No hassles of installing additional plugins or making any alterations to your technical infrastructure. This makes providing customer support an easy task for the agents and gives your customers a smooth-flowing chat experience.
Live chats and screen sharing give your customers the satisfaction that they are important to the business and that genuine efforts are being made to resolve their queries. It assures the customers that they have an agent’s complete attention and that every possible effort is being made to solve their issues. This personalised experience leads to customer satisfaction and improves the turnover rate.
Along with screen sharing, Customer360 allows you to provide high-quality audio support, even on slower connections. In case of a bad network, when the video quality deteriorates, the audio takes precedence. Hence, support agents can provide seamless customer support despite weak network.
It is often observed that even though an agent is done performing all the necessary actions the customer has not yet seen it at his end. With 360Screen every action that an agent performs on the screen is almost immediately visible to the customers as well. This helps you gain your customers’ confidence.