Salesforce Customer Support Closes Cases Faster with ScreenMeet

Salesforce wanted to increase first call resolution and improve the customer experience. With ScreenMeet embedded in Service Cloud, its support engineers can now see what customers see, with no downloads on either side, and they resolve cases in minutes instead of days.

At a glance

• 35% increase in first contact resolution
• Cases resolved in 27.5 minutes instead of 5.6 days
• 4.75 Salesforce engineer satisfaction rating

The challenge

Salesforce agents were working with technology that lacked the functionality to streamline customer interactions. There was no easy way to add screen sharing directly into Salesforce customer interactions. On the customer side, there was no way to share a screen with the agent during a support chat or phone call without a download.

Why ScreenMeet

• Salesforce implemented ScreenMeet embedded in Service Cloud, with single sign-on for agents and all data written back to the Salesforce org.
• Neither the agent nor the customer has to download anything, so agents can bring screen sharing into the conversation seamlessly.
• Every screen sharing interaction is automatically recorded and logged in the case, right in Salesforce.

The results

• 35% increase in first call resolution
• Better real-time online experiences
• Simple setup in Service Cloud objects
• Easy, secure and reliable
• Reporting that includes screen sharing and annotation usage and duration
• A frictionless experience for customers and agents
• Totally web-based, with no downloads or installs
• Consistent across devices

“We saw a 35% increase in first call resolution, and that's because a picture's worth a thousand words. When you can see what your customers are seeing, you don't need to describe it. It's so much easier to resolve.” — Jim Roth, President, Customer Support, Salesforce

What Salesforce engineers say

“The experience in using ScreenMeet with Voice was really amazing. Thank you so much for enabling this.”

“Excellent experience. I love it!”

“Easy to use and fewer clicks needed. It's simply perfect.”

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