“Screen sharing is a critical tool in Sungage’s quest to provide remarkable customer service. We were able to install and configure Upscope in just a few minutes. It is fully integrated with our existing Olark and our support team and customers were using it happily on day one, with zero training. Speaking of remarkable service, the folks at Upscope have answered our questions and even fixed bugs in minutes, not hours or days. We love it!”
“Upscope was easily the biggest quality of life improvement in my support work. Because of it I longer have to rely on my guesswork or my customer's technicall skill.
“Since installing it, identifying the problem has become an ease so I can focus on the important stuff—solving customer's problems.”
“The main reason we decided to use Upscope was because of the simplicity in connecting with a user's account and quickly troubleshoot. We use it on occasion for training and guiding people through our app, but mostly have found the most value out of getting visibility into what a customer is seeing on their end after they've reported an issue. So much easier and more time efficient than trying to get them to send us screenshots!”
“Upscope not only enhances our User Success team's capabilities with Intercom, but improves the experience for customers using our platform. With Upscope, we're able to dive directly into the current experience of any platform user to easily identify browser or hardware inconsistencies when troubleshooting.
“Additionally, the ability to educate a user on unfamiliar functionality using the spotlight tool has been incredibly beneficial in saving time typically spent writing out lengthy explanations, and instead enabled us to provide an immersive educational experience at a moment's notice.”
“Upscope is great. We can easily see what a user does and help him or her by highlighting a button whilst maintaining our high standards of security and privacy. We use it to take away the burden of finding out what's going wrong for a user and to educate our users on (new) features. What makes it especially useful is its tight integration with Intercom; this keeps us from having to log in on yet another service.”
“Wordpress has lots of features and is difficult to navigate even for people who are technically adept. To direct someone, it's hard to type all the instructions out or explain it on the phone - it's easier to show and educate them using Upscope!”
“Upscope saves our support staff an enormous amount of time. Instead of sending emails back and forth or having confusing phone calls, our team simply logs into Upscope and gets an instant view of what is happening and can give a quick tutorial to the customer.
“We love it, and so do our customers!”