Reducing customer effort through focused screen sharing sessions

Sharing in the customer's digital journey

Effective engagement is all about reducing customer effort, and screen sharing can help when customers need immediate support online – perhaps when navigating a complex process, completing a purchase or learning how to use self-service functions.

Screen sharing software allows customer service agents to share in the customer's digital journey. The technology enables agents to join customers in real-time in a shared screen experience, with agents able to either control the customer's browser or signpost them on how to complete the query or specific transaction based on exactly where the customer is in the journey.

Screen sharing works particularly well for both traditional voice interactions, and as a complementary technology for live chat sessions - with the agent suggesting screen sharing when customers need additional help in handling processes that they find difficult. However, it's also important to have a clear security and privacy policy around these interactions, especially so that agents know exactly when screen sharing sessions are completed.

Some of the benefits achievable through screen sharing deployments include:

  • Reductions in online abandons
  • Support for complex transactions
  • Helping customers with self-service adoption and usage
  • Increased first call resolution
  • Improved Customer Satisfaction
  • Enabling increased sales revenues through cross sell and upsell

For more information about Screen Sharing contact us on 0344 412 3000 or This email address is being protected from spambots. You need JavaScript enabled to view it..