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Zendesk has integrated ViiBE as a screen-sharing tool for all its users. Indeed, Zendesk CRM is known for its added value in optimizing the customer satisfaction process. This way, companies ensure that each lead or existing customer gets the best possible service from the sales or support team. One great way to provide an effective service is to share the collaborator screen in order to take direct and live control of the customer’s actions. This changes the way your sales or support teams operate by giving them a new way to interact with their collaborators, saving time during the problem-defining phase as well as in the execution of the recommendation. In addition, screen-sharing is an interesting and safe tool to use in parallel with other available functionalities.
The sales process can differ a lot depending on the sector, the product or the customer. However, a salesperson always has to understand his or her collaborator’s needs in order to present a relevant solution. The understanding of the needs can take different forms. Sometimes the customer can clearly describe what he or she is looking for, but many times, the sales representative’s mission is to highlight the need by showing an alternative and innovative solution. Often, the customer is not even aware that this option existed, and a good definition of a need is clearly an important factor to make the sale happens or not. ViiBE’s screen-sharing tool integrated to Zendesk is a real game-changer for the definition of customer needs.
By sharing his or her screen in real-time, the customer is showing his or her product usage. The salesperson can then notice obvious pain points that can be solved by the product or service proposed. Nowadays, instead of having a well-prepared speech to present a situation to your customer, you can let the product do the talking and the customer show his or her usage journey in real-time. This leads to a better call-to-sales ratio for the sales member.
A customer success process can also take different forms. In opposition with the sales team, a support team is expected to give assistance to many collaborators, from their colleagues in the company to the customers. Furthermore, the support team is more focused on the problem definition than the need definition. Nonetheless, the screen-sharing functionality integrated into Zendesk gives the same outcome for the support team as the sales team. By allowing the support team member to access the customer’s screen, the problem becomes much faster and more efficient. Indeed, an image is worth more than a thousand words. This leads the customer success agent to highlight what the issue is much faster, saving both collaborators some precious time. The support team can then find solutions to an increasing number of problems each day, meaning that the customers’ wait times before receiving assistance is much shorter than usual. Plus, the first call resolution rate should increase as the support team can define the problem much more efficiently, which leads to a solution proposal almost immediately. This, subsequently, leads to a better customer satisfaction level which can be measured with KPIs such as the net promoter score (NPS) or customer satisfaction score (CSAT).
To conclude, It is now clear that ViiBE’s screen-sharing tool integrated into Zendesk marketplace is a real asset for sales and support teams. It is a very simple way to assist your collaborators. It is totally safe for customers to use and does not require users to download any software. Screen-sharing with someone directly from Zendesk’s integrated video assistance solution gives the agent an effective way to provide real-time explanations while defining the need or problem.
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