Salesforce Transforms Their IT Customer Service and Support with ScreenMeet
Salesforce was looking for a way to increase first-call resolution (FCR), and improve the customer experience. Salesforce agents were working with technology that was missing functionality to make the interactions with customers more streamlined. There had been no easy way to add screen sharing directly into the Salesforce customer interactions.
In comes ScreenMeet!
With ScreenMeet, fully integrated with Service Cloud, Salesforce has achieved:
35% increase in First Contact Resolution
cases now resolved in 27.5 minutes instead of 5.6 Days
frictionless customer & agent experience
"We saw a 35% increase in first call resolution again, that’s because we’re able to see a picture’s worth of a thousand words. And when you can see what your customers are seeing, you don’t need to describe it. It’s so much easier to resolve. These are just some of the benefits that we’ve seen with ScreenMeet." -Jim Roth, EVP, Customer Support, Salesforce