Live Share

Video and screen sharing that brings you closer than ever to your customers

The last 12 months have radically changed the expectations placed on contact centres. Customers have now embraced a blend of digital channels, and in return they are demanding frictionless transactions and standards of personalised interaction that compare favourably to the physical experience.

Get closer to your customers with video

Live Share enables customers and agents to talk via video and share their screens creating the empathy needed in those micro moments when only face-to-face will do.

The results speak for themselves
Video provides a friendlier, more personalised experience. 89% of customers [1] who use video say it is helpful to resolve issues and in 2020, video chat entered the top ten customer-preferred channels. In a world where 66% of customers feel treated like a number [2], providing more personal interactions, that establish trust and build strong customer relationships makes real business sense.

Why is now the right time to embrace video?

  • Customer behaviour has changed forever
    88% of customers expect companies to accelerate digital initiatives due to COVID-19 [1] and 68% expect brands to demonstrate genuine empathy [2].
  • A critical brand experience
    When representing the face and voice of companies, contact centres must do everything possible to meet higher customer service expectations and lower tolerance levels.
  • Let customers and agents see eye-to-eye
    Face-to-face communication, even via a screen, naturally builds empathy and reassurance – making every experience feel more human, more personal and more credible.

Live Share – Benefits at a glance 

Get closer to your customers 

Build closer relationships with customers with friendlier, more personalised experiences. Help customers with visual demonstrations and/or consultancy. 

Resolve problems fast

When you communicate by video and share your browser, problems are resolved quicker and customers are more satisfied. 

Reduce churn

Reduce churn by diffusing tension and providing a personal touch when loyalty hangs in the balance.

Why choose Live Share?

The ultimate shared experience

With the benefits of collaborative experiences so clear, there’s no doubt all contact centres will adopt it in time. Right now it’s a business opportunity that shouldn’t be missed, demonstrating empathy, innovation and professionalism. Deliver better service, make more sales, increase customer loyalty, gain a more productive workforce – all are achievable by simply adding video and screen share to your contact centre today. 

Face-to-face communication – making contact centres more human

Humans are visual creatures. That’s why face-to-face is often the ideal form of communication, especially when ‘show’ is easier than ‘tell’.  The move from generic customer experiences to genuine human interactions is crucial, and video can often provide that vital connection most effectively. Making the interactions feel more person to person and less business to consumer will deliver tangible benefits reflected in more satisfied customers, quicker resolutions and happier agents.

Technologies you can rely on

Our solution is built on solid, field-tested web browser technologies, designed to integrate effortlessly with your broader Puzzel Contact Centre. Customers won’t need to install any additional apps or software so they can connect with agents as easily as they would through voice, chat or social. Naturally, our solution is secure and standards-compliant and you can rest assured that Puzzel’s first-class support team are there to help if you need it.

Trusted by award-winning businesses

Josh Kirkbride photoSimply Business logo

“Makes life so much easier”

“Multi selecting out of adherence events is brilliant and a feature I hadn’t thought of but makes life so much easier.”

Josh Kirkbride, Resource Planner at Simply Business

luke sambridgeaffinity water

“It wouldn’t have been possible without Puzzel”

“Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!”

Luke Sambridge, Head of Customer Strategy & Experience

Figleaves logo

“We have been a delighted customer of Puzzel for over 10 years”

“With the continued R&D there is always something new to add to an already wide range of features ensuring that communicating with our customer remains seamless. With their great reporting facility, managing your staff, your customer contacts and your workload has never been easier. The support team are friendly and reliable with a real personal touch, ensuring that we have a cloud-based solution that is always up and running.”

Leigh Jansen, Head of Customer Care and Operations at Figleaves

FM24 logo

“Delivering world-class customer service”

“We were looking for a solution that combined the flexibility and scalability necessary to make changes and respond quickly to changing client requirements. Skills-based routing of calls was essential to delivering world-class customer service.”

Sasha Memedovic, Head of Service Delivery at fm24

“Puzzel allowed us to have multiple users dealing with all incoming enquiries.”

“These ranged from course enquiries, directions to the three campuses, to funding enquiries.”

Declan Fallon, Glasgow Clyde College

Live Share and Screen Share, which is right for me?

Live Share

Live Share combines the communication impact of video with the helpfulness of shared browsing.  

  • The face-to-face reassurance that only video can bring
  • Increase agent productivity
  • Simplify complex scenarios
  • Secure and discreet collaboration

Screen Share

Video is not for everyone, so Screen Share is for contact centres that only need screen-sharing.

  • Collaborative screen-sharing
  • Improved customer journeys
  • Safe, secure and robust
  • Activate through chat, phone and social
Puzzel Marketplace

All you need for seamless integration

Puzzel Marketplace offers out-of-the-box integrations and upgrades to enhance your customer service system, allowing your Puzzel customer service solution to grow with your business.

Microsoft Dynamics 365 Salesforce Appexchange logo (Marketplace) Trustpilot Oracle

References:

[1] Salesforce global research “State of the Connected Customer”

[2] Research Microsoft Dynamics 365, 2019

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