Screen Share

Now your agents and customers can be literally on the same page!

Suddenly and without warning, 2020 elevated contact centres to an unexpected front line role. To begin with, the public expressed genuine appreciation – tolerating disruption and disjointed communications. Fast forward 12 months and attitudes have hardened. Customers may be happy to adopt self-service for simpler transactions, but when they reach out for help, contact centres must be ready to provide a service that equals or exceeds conventional channels.

Introducing Screen Share, a brilliant new way to connect with customers

Even the best designed websites and online stores, call for the occasional helping hand. Now, in just a few clicks, agent and customer can be looking at exactly the same website via real time screen sharing. Then, it’s easy to give whatever guidance is needed, whether it’s finding those shoes they saw on Instagram or helping fill in a complicated form. 

It’s no surprise that research shows us that 92% of consumer brands find co-browsing helpful, or that 91% of customers say they’re more likely to go on and make another purchase when they’ve experienced outstanding levels of service [1]. In fact, 71% of customers say they have made purchasing decisions based largely on the quality of customer service. [1]

How will Screen Share enhance your contact centre experience?

  • Customer expectations have changed.
    Customers have quickly grown use to digital channels, and now their standards are rising. Screen Share provides an enhanced experience that exceeds expectations.
  • Set your sight on delivering a future experience.
    Fortune favours the early adopters. Now is the time to push beyond ‘standard’ and build the future of contact centre service experience.
  • Your brand is everywhere and across every channel.
    Customers don’t differentiate between digital and conventional channels. They demand exceptional service and innovation at every touch-point.

Screen Share – Benefits at a glance 

Assist with complex tasks

With Screen Share it’s simple for agents to guide customers through complex web processes, as well as to highlight and review documents.

Clearer customer journeys

Guide customers immediately to relevant information, for shorter resolution times and enhanced satisfaction all round.

Eliminate technical explanations

When customers share their screen with agents, it’s much easier for both parties to understand one another and avoid confusion.

Why choose Screen Share? 

Share across devices and applications

Screen Share is a collaboration tool that allows agents to share a web session with customers. They can connect this session to an ongoing phone call, or web chat via email or a text message. For an extra immersive experience, collaboration can even be combined with a video call.

Help wherever it’s needed

From highlighting key areas for completion on a form to guiding customers through a site to select products, co-browsing makes everything straightforward. 

Device independent and no software installation required

There’s no need for your customers to download and install software, as Screen Share uses web enabled technology that works across all everyday devices. This is a robust, safe and secure platform.

Upgrade your contact centre experience. Transform your results

Co-browsing is a real leap forward in contact centre customer experience with agents able to quickly guide, direct and enhance customer journeys across websites and web apps. Which means more sales, more form fills and happier customers. Plus, with reduced friction in the customer journey, you’ll also see effects like lower abandon rates and reduced product returns. 

What’s more, you can realise even better returns by combining Screen Share with Live Share so agent and customer can interact face-to-face while screen-sharing for the ultimate collaborative experience.

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

Try the product. Try the platform. 

Screen Share

Arrange to speak with one of our team and discover the difference shared browsing can make to your customer experience.  

  • Customer-to-agent web page sharing 
  • Improved customer journeys
  • Safe, secure and robust
  • Activate through chat, phone and social 

Live Share

Live Share combines Screen Share with face-to-face video for even greater levels of customer-agent interactions.

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

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