Everyone listened to radio then came TV. Everyone could only see text then smartphones arrived. Everything changes once you add pictures. Every company is using one of Intercom, Zendesk, LiveChat or some other service to support customers. Everything improves once your agents can see. Below we'll show you how you can add vision to your support software.
Doing support via email was a mess
Then support went all "one central feed" which was much better
Intercom, Zendesk, LiveChat etc 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.
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"
You don't need to ask them what currency they see.
You know the answer and are already writing how to fix it.
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 as the support agent 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
“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
What is this thing that can give my team sight?
Both the pictures and interactive co-browsing are provided by Upscope.
Upscope is the modern instant form of visual communication for support. We want to help your agents be super agents. We want to provide them with super tools.
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.
If you're an Intercom user. We're on the Intercom app store under "Upscope".
If you're a Zendesk user. We're on the Zendesk marketplace 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.
If you want to find out about security and how you can hide key fields even on pictures let alone full co-browsing see the security page.