Communication is the foundation upon which customer service is based. This includes the ability for a customer to clearly explain his or her issue, and in return, the customer service representative provides resolution in an easily digestible way. A level of understanding on both ends of the interaction is crucial to success.
Recently, TeamSupport released a new version of its screen recording software to make this interchange that much more seamless. The recording feature allows the ability to display an issue or solution, as opposed to attempt to explain.
TeamSupport CEO Robert C. Johnson noted, "When customers find a software bug or experience an incident when software doesn't behave as expected, it can be enormously time-consuming to type out a description of a complex process."
Video is easily embedded into a ticket, so whether a support team member is providing steps to solving the problem or the customer is attempting explanation, both sides can provide concise and comprehensible communications—and, if necessary, voice can be inserted.
Johnson illustrates, "The screen recording feature makes it really simple for customers to show agents the issue. It also makes it easy for support agents to show customers a solution. Instead of laboriously transcribing a process, users can record the screen, edit it, provide voiceover if they want to and embed it in the ticket."
TeamSupport is a B2B customer support software provider with years of experience in the provision of industry leading solutions. And this recent release is no different, as with all things, necessity is the mother of invention. The team from this Dallas-based software company recognized a need, and is set on providing plugs to the gaps in today’s support operations.
A major issue in the provision of exceptional customer support is first understanding the customer’s problem. With communication being a key cog in the process it is vital for firms to ensure they are equipped for today’s support environment.
Is your team ready?
Edited by Dominick Sorrentino