Remote operations
Marc Prempain
7 May 2024
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Salesforce remote support has integrated ViiBE as a screen-sharing tool for all users. Salesforce CRM is known for its added value in optimizing customer satisfaction. In this way, the company can ensure that every potential or existing customer receives the best possible service from the sales or support team. A great way to provide effective service is to share employee screens so that you can directly monitor customer operations in real-time. This changes the way your sales or support team operates and provides them with a new way to interact with collaborators, thus saving time in the problem definition and proposal implementation phases. In addition, screen sharing is a fun and safe tool that can be used in parallel with other available functions
The sales process may vary depending on the department, product, or client. However, sales staff must always understand their partners’ needs to find relevant solutions. Understanding needs can take different forms. Sometimes customers can clearly describe what they are looking for, but many times, a sales representative’s job is to highlight needs by showing alternative and innovative solutions. Customers often don’t even know this option exists, and obviously, a good definition of demand is an important factor in driving sales. The ViiBE screen sharing tool built into the omnichannel Salesforce suite of tools is a real game-changer in defining customer needs.
By sharing their screens in real-time, customers can show how they use the product. Then the seller may notice the obvious weakness that can be fixed with the suggested product or service. Today, you can let the product speak for itself and allow customers to show their usage history in real-time, instead of presenting them to customers with a well-prepared speech. This brings a better percentage of phone sales to the members of the sales.
The customer’s success processes can also take different formats. In contrast to the sales team, the support team must support many employees of their colleagues from the company to customers. In addition, the support team pays attention to the definition of the problem instead of defining the requirements. However, the integrated screen exchange function of the Salesforce screen provides the support team the same result as the sales team. By allowing a member of the support team to access the client screen, the question is faster and more effective.
The image is worth more than a thousand. This allows customers to express problems faster and save valuable time for partners. As a result, the support team can find solutions for more problems every day. This means that the client’s latency before receiving the help is much shorter than usual. In addition, since the support team can define the problem, the first call resolution rate should increase. This allows you to create solutions proposals almost quickly. This will take a better level of customer satisfaction with customer satisfaction that can be measured using KPIs, such as Net Pro Motors Core (NPS) or customer satisfaction score (CSAT).
Overall, it is now clear that Salesforce’s built-in ViiBE screen sharing tool is a real asset for the sales and support team. This is a very simple way to help your collaborators. Customer use is completely safe and does not require users to download any software. Share your screen directly with someone through Salesforce’s built-in video assistance solution, providing an effective way for agents to define needs or problems while providing real-time explanations.
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