The client offers a delivery which is done enterprise-grade SaaS software that helps businesses in different kinds of industries.
The client offers a delivery which is done enterprise-grade SaaS software that helps businesses in different kinds of industries. They have such a large and diverse customer base, which also helps the support team, which comes under pressure to provide quick and effective assistance for the services. However, explaining technical problems over text or a call was slowing everything down.
Customers sometimes struggled to describe what they were seeing due to a lack of technical knowledge, and at other times, because the errors were too complex. Agents wasted significant time clarifying issues instead of resolving them.
Each ticket required multiple email threads or long chat sessions before an agent could even identify the root cause. Average resolution times stretched far beyond the company's SLA goals.
Delays often left customers annoyed, especially those running time-sensitive business operations. In some cases, unresolved issues pushed clients toward competitors.
New support agents had difficulty learning "real-world" troubleshooting since they couldn't see how customers interacted with the product in actual problem scenarios.
To overcome these obstacles, we integrated Co Browse (secure screen sharing) into the client's Odoo helpdesk system.
While using this, customers could easily initiate a screen-sharing session directly from their support ticket or chat window. Nothing started without explicit consent, ensuring complete transparency.
Only the specific browser window or app tab chosen by the customer was shared. Sensitive data remained private, addressing compliance and trust concerns.
Agents could instantly view the exact problem customers were misconfigurations, errors, and navigation struggles, eliminating guesswork.
Agents guided users live, pointing out actions to take, highlighting fields, or walking them step by step through workflows.
Each session was automatically logged and linked to the support ticket. Sessions could also be recorded (with permission ) for compliance and internal training.
By using this support system, the ticket requests drop and exceed the privacy. Average ticket resolution time dropped by 40%, exceeding SLA commitments.
Issues that once took hours of back-and-forth messaging were solved in a single cobrowse session.
Post-ticket surveys showed a 35% increase in customer satisfaction scores customer valued being "seen" and guided rather than struggling to explain problems alone.
Many problems were resolved at the root cause since agents could visually confirm fixes, reducing repeat queries by 25%.
Recorded sessions became a knowledge base, helping new agents learn how to handle real-world issues effectively.
Ramp-up time for new hires decreased by nearly 30%.
If you are someone whose business struggles with long support cycles, customer frustrations, and even unclear problem descriptions, CoBrowse screen sharing could be a game-changer. With secure, user-controlled sessions integrated into Odoo Helpdesk, your support team can also deliver faster more personalized assistance, boosting the efficiency, satisfaction, and loyalty.
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