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Customer Interviews on How and Why they use Co-browsing

Pardeep Kullar
Pardeep Kullar

We've been talking to customers and taking notes. See below some of the raw notes taken from our interviews.

If you're new to co-browsing then please see https://upscope.com for a rapid overview of what it does and how it works.

Real estate platform

They previously had FullStory which has a "live" feature but it was not working properly and they could not interact - scroll click etc.

Full story had a lot of reports and analysis and they did not use any of it because their primary purpose was to provide support.

They chose Upscope because it does the job. Its value is far beyond the price. They do not even remember what Upscope cost. Upscope was simple. Other apps like Fullstory do lots of things they don't need.

Medical company

These notes below are from an interview with a medical software company used by GPs to book appointments, manage their patients etc

They use Upscope to screen share with their customers so they can see what they're seeing like bugs or behaviours not meant to be happening.

Upscope is a massive tool for them which they use multiple times daily.

Upscope makes their jobs easier especially with people like doctors and admin staff who are already very busy, and not super tech-savvy and struggle to pinpoint what the exact issue is.

Most customers are quite receptive to co-browsing. Some ask about seeing other tabs. They like the fact that they don't need to download anything which is a huge benefit for customers.

An invaluable tool they use all the time and she thinks their jobs would be a lot harder without Upscope

Workforce management software

Upscope has made a massive difference in turn around time for phone calls.

Their biggest pain point was the ability to understand where the end user was in their workflow process.

Success for them is ease of use, to provide assistance without aggravation, for the calls to go easily and for the processes to be completed successfully. It was a previously frustrating process.

They would not have gone for us or any other product without masking features which they use heavily and which were essential to their security heavy product. They chose Upscope because someone did a full analysis and saw we had those security features and went with that.

Their users are heavily non-tech as they are often miners etc who normally "get their more tech savvy partners to do the online stuff".

Membership management software

Interview with one of the founders who implemented Upscope in the beginning.

They mainly deal with non-profits.

They use Intercom for all co-browing sessions and support and only sometimes on the phone. They don't use Upscope's audio call feature as most clients do not have microphones or are not set up to use that.

They use Upscope to provide support to new clients, they have a mix of non tech savvy and tech savvy customers

They prefer to use Upscope to highlight rather than take control of the screen and click for the client.

A measure of success for him is that using Upscope requires a low amount of friction with customers who are not tech-savvy, they don't have to install anything etc. And it works seamlessly with their workflow that he doesn't really need to think about it. No issues to report as far as he's aware.

They like Upscope because they don't have to "think about it". It does the job. Only 1 incident of real down time.

He first found Upscope because someone was supporting him using Upscope and he said "WHAT IS THAT!"

Online business cards

Their toughest users barely know how to refresh a page. These users can take an hour or more to guide around which is 10X the others. Mostly older users.

Upscope is an educational channel at times.

Agents used to spend up to 2 hours on the phone. They were frustrated.
They use the Upscope screenshots feature and at least one staff member uses it heavily.

Surprisingly, handle time rose with Upscope but so did sales.

They are seen as a service /support but they do impact revenue because there is an overlap.

She loved the ctrl button when she first came across it - click 5 times and code pops up and you can ask the customer to read that code to you. Great. Simple. Helped convince her of the convenience of it.

Building the habit of using Upscope is tough with existing agents who are not used to it and is easier with new agents. It would be good to prompt them if they've been on a call too long.

Financial loans company

They mainly use the Upscope support code because they talk on the phone rather than via live chat. Non-tech people do take a lot longer to support.

Their handle time went DOWN not up using Upscope. They expected it to go up.

It's an essential tool for them. Older customers do struggle more.

They don't need more information. Customer support reps are OVERLOADED with information from apps so a visual aid like Upscope is different and important.

He was not aware of the Upscope screenshots feature and will check them out, they sound like a very useful feature.

If he could have support people type and click for customers he would but it's a legal requirement for people to fill in the form themselves so they mainly direct them. they can't so they mainly just direct them.

Tax company

When you’re helping people deal with years of financial information, it’s easy for them to feel overwhelmed.

By using Upscope, they've been able to guide their customers through complex or confusing tax scenarios, regardless of where the client is physically located.

That’s incredibly important when your clientele are expatriates scattered across the globe.

Upscope has the features that we need to walk through forms and steps with people, but what’s truly key is that it’s so user friendly that we can get to work quickly.

It’s okay if a client isn’t especially tech-oriented—they can still figure out how to share their screen or view ours. Last but not least, the security factor is essential. Our clients trust that their most private financial information will stay private.

Hospitality work management

"I just wanted to say what a wonderful impact Upscope has had on our onboarding process

:heart_eyes:

Before using you guys we would try various video conferencing tools, depending on what device/browser/restrictions the user had.

Getting them to share was a nightmare so we'd just do it and they'd watch. Now they just log in to our app.

We ask them on intercom to share their screen, and within seconds we are helping them to navigate the app on their own and build the right habits.

I'm sure there are some stats on call time and cost of acquisition. But for us, that seamless experience for the customer, regardless of their tech knowledge, is just fantastic."

Large Insurance Company

"We love UpScope, it’s a far better than the product that it’s replacing in every single way.

I love the Team member management a lot as well as the rights management features. It works well with our model of support."

Pardeep Kullar

Pardeep overlooks growth at Upscope cobrowsing and loves writing about SaaS companies, customer success and customer experience.