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:
"We saw a 35% increase in first call resolution, that’s because a picture’s worth 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