Including screen recordings in customer service tickets is an excellent way for both parties involved to get on board faster!
With just one quick look at how something's been done, we're able to quickly understand what needs fixing so there are fewer missed steps along the way of resolving your request!
It's easier than ever for customers to get answers. As a company, you can rely on clear and concise communication with your customer base thanks to screen recordings of the issue they are experiencing. This is much more effective than combing through screenshots or lengthy messages containing every detail about what couldn't work as intended when something goes wrong - all without having back-and-forth conversations filled with "what ifs".
One of the best ways to get customer feedback is through screen recordings.
What you see on your screen might be different than what I’m seeing, so we should try a little experiment! Can you record yourself navigating and then show me how it looks from where you are?
Customer videos are an important tool for our Customer Support team because they can be used to quickly understand what is going on with a customer, which platform the customer was using, and how the problem occurred. When we have a video from one of our customers that shows us bugs or glitches in action, it helps escalate these tickets to the appropriate professional.
Support teams can connect with the customer and offer a personalized approach to any issue.
You can see what the customers sees and consequently understand their technical setup, which enables you to provide an even more personalized response that meets all requirements.
Anyone who works at customer support knows it is no easy job - you have people asking questions all day long until your brain feels like mush from so much information overloads dumped onto your desk over time by clients of all ages and backgrounds using a wide variety of devices; some working correctly while others not-so-much. That’s why we focus on empowering our Stork teams with features such as Screen Recording.
