Everyone listened to radio then came TV. Everyone could only see text then
smartphones arrived. Everything changes once you add pictures. If you're using
Zendesk, everything improves once your agents can see. Below we'll show
you how you can add both pictures and visual interaction to Zendesk via
one integration on the Zendesk marketplace.
Doing support via email was a mess
Then support went all "one central feed" which was much better
Zendesk and others provide that one central feed
But it's all text. All words.
A bit like turning on the TV but you can only see subtitles.
And yet...
Just like radio to TV
Just like text phones to smartphones
Adding pictures changes everything and no-one goes back
Here's Zendesk when we add pictures of what the user did before they
opened a chat
Suddenly you don't need to ask as many questions because you can see the
problem
Customer: "Why is your pricing in a different currency"
Agent: "Ah, you've come to our UK pricing page, go to this link... "
You don't need to ask them what currency they see.
You know the answer and are already writing a response.
What about more than just pictures?
What if you can see their live screen and draw on it?
Instantly. Without downloading anything.
Customer "How do I clear the list?"
Support agent: "Click this button, the one I've highlighted"
What if you can send your mouse over the internet to their screen and
click on buttons for them?
Customer "How do I remove this item?"
Agent: "I'll do it for you"
You would no longer need to type lists of instructions
A team given sight is on average 43% faster for routine queries and
converts more visitors into customers for others
“It saves me hours everyday. I use it to walk all my customers through their
account. :) My account overviews went from 30-45 mins down to 20-25
mins.”
“We have reduced our support resolution time from 15 mins to >5
mins! Not sure how we did this before you guys!”
“Call time can be anywhere from 45 mins to an hour because we have to identify
the root cause of the problem, but with Upscope it allows us to see what they
are seeing and eliminate the guessing game so a 45 minute problem can now
be a 15 minute problem.”
The companies who have already given their teams sight
Which of the Zendesk integrations can give my team sight?
Both the pictures and interactive co-browsing are provided by
HelloScreen.
HelloScreen is the modern instant form of visual
communication for support.
We want to help super agents enjoy their work by giving them super services.
Upscope can be set up and running in a day.
How to start
Yes, there is a free trial.
Yes, your team will love you for giving them this.
You can get started by clicking here and either signing up for a free
trial or even better, get a demo of how it looks.
If you're using Zendesk then we have an integration. We're on the Zendesk
marketplace under "Upscope".
Using another system?
If you're an Intercom user. We're on the Intercom app
store under "Upscope".
If you're using LiveChat, we'll soon be on that marketplace.
Other services? Message us using our live chat and we'll see if we can add it.
Pardeep overlooks growth at Upscope and loves writing about SaaS companies, customer success and customer experience.
