Your business cannot afford customer churn.
Churn is what happens when a customer goes to another company because they’re no longer happy. This failure to retain customers can have you losing between 25 to 95% of your potential profits.
What does this have to do with screen sharing services? Well… everything!
Screen sharing provides a simplified solution to tough tech problems.
Offer a great experience and you’ll keep customers. Your customer service becomes legendary. This makes churn a non-issue for your business.
Reducing churn isn’t the only benefit gained via screen sharing and customer service. Let’s get into several other, awesome benefits.
1. Remove the Hardware and Software Gap
Robust screen sharing tools work across hardware and software platforms. This is great for a business that has embraced BYOD (bring your own device).
Benefits of the tool’s flexibility include:
- Letting teams work anywhere because they’re not bound to a platform
- Team members can bounce between devices if needed
- Remote customer support have the same tools as the in-house team
There are several opportunities to integrate these tools into the workflow.
One could refer to built-in solutions via https://setapp.com/how-to/all-the-ways-to-screen-share-on-mac. Or, refer to their OS documentation and/or online tutorials. These resources should uncover built-in screen sharing features.
One could pull up a top list via G2, AppExchange, or Capterra, too. These platforms offer in-depth reviews of various software solutions. One of these highlighted areas includes screen sharing services and solutions.
2. Team Collaboration Opportunities
Do you know the saying, “too many cooks in the kitchen”?
Well, that tends to happen when you have multiple people hopping on a tech support call. The call becomes a mess because everyone starts talking over one another. The message gets lost in the conversation, and now the client is mad.
Screen sharing tools do it a little different:
- Lets an extra person (or team) tune in and watch as it unfolds
- Lets the CS rep transfer control to their superior if they’re stuck
The screen share tool effectively lets several people help without interrupting one another. This gets the toughest tech support tasks done with ease. It also prevents the client from getting stuck in the customer support limbo.
3. Contribute to the Business Knowledge Base
Having it where your CS reps don’t have to repeat themselves saves valuable resources. How so? Well, many customers will have similar issues and problems (if not the same). If you can ID these common troubles then you can address them before getting calls and emails.
Interactions could get recorded, labeled, and entered into the knowledge base.
A few things come about this:
- New hires have real-world examples to train from
- Faults in product/service explanations can get addressed
- Users get referred to recordings vs having to talk with a live person
Record the interaction after it’s all done and you’ve got a valuable resource.
4. Quickly and Safely Share Documents
It’s frustrating trying to relay an important document to customers and clients. The darn thing always seems to go into the spam folder. Or, it gets lost to the ether, nowhere to be found — leaving the person increasingly annoyed.
The good screen share apps have file transfer tools built-in.
This does two great things:
- Gets the important documents to them faster and easier
- Removes any doubt that you’re compromising their security
The user gets to see the document transfer to their computer in real-time. The CS rep and user can then access the document and work through issues. This happens in real-time, so there’s no miscommunication.
At the same time, the user isn’t clicking random “tech support” links that may infect their system. This stops them from blaming your business. It gives your rep a record of their interaction so the client couldn’t play foul.
5. Reduce Costs in a Few Areas
Screen sharing provides several ways to save money at your business:
- Subscription software vs investing in phone hardware and systems
- Eliminate travel costs since support is done through the Web
- Simplified learning and onboarding so new hires can start faster
- Removes a lot of confusion and miscommunication that wastes time
- Save on office expenses for hard copy like paper, ink/toner, and storage
Screen sharing lets your business virtualize its operation.
The benefits trickle down to customer service and everyone else. Savings could bolster the resources used by the team. This added access to helpful resources could create a better customer experience.
6. Pitch Products like a Presentation
Customer service interactions are a great time to pitch a product or service. Yet, the person may have their finger hovering above the ‘end call’ button. They may even get annoyed at you depending on how hard you pitch.
Screen sharing lets you pitch a little differently… and without the pain. Your rep turns the tech support call into a presentation.
The client may be more acceptable to a pitch because:
- The business delivered on their promise of fixing a problem
- The rep was friendly and helpful, offering a pleasant rapport
- The client could more easily visualize how the product could benefit them
And if they say no? Well, they’re still receiving a helpful service. This should leave a good impression on them to which they may mention it to others.
7. Create Lead Generating Content Pieces
Your business could create content for lead generation purposes through screen share recordings. This is the same concept behind creating the knowledge base.
Imagine it like this:
- Brainstorm common tech support scenarios and make a list
- Have a rep record mock tech support help and scenarios
- Package and publish it to video-sharing platforms and your blog
A person having similar tech support problems could discover the recording. This introduces them to your business and brand. The helpfulness of the video may have them inquiring about your products and services.
The recordings on your blog also bring leads through online searches. Try embedding the video and add some text to make a blog post. Add a call-to-action, like “call now” or “chat with us”, and viola! You’ve got a lead generation page.
Creating Incredible Experiences Through Screen Sharing Services
Customers are quick to hop ship on a whim. You need to do everything to keep customers coming back, and this means top-notch service.
You may not have thought it but you do now, screen sharing services offer a great way to make incredible customer experiences. These are the experiences that carry several benefits as we’ve seen in this post.
What else can you do to thrive in business? Have a look around on the site, check the tutorials, and get inspired by other’s success.
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