Actions speak louder than words: Increase customer satisfaction with live chat and no-install screen sharing

Last updated on June 13th, 2023

Natasha Hoke
Natasha Hoke

Live chat has the highest satisfaction levels for any customer service
channel, combining email and phone with a customer service agent in a
real-time. Customer satisfaction is the lifeblood of a business, and
therefore, it’s essential to have the best tools to increase and make it more
efficient. As live chat has aided customer service teams globally, how can we
improve customer satisfaction further?


The problem with customer satisfaction

Studies have shown that some clients dread contacting customer service teams
on multiple platforms, due to waiting times, an irritating voice bot rambling
on about options to select, and of course, a cheesy song playing as you wait
on the line; that almost becomes catchy after hearing it on repeat for 25
minutes. Not to mention nervously waiting for a public reply on social media.
However, customer service is an essential part of almost every company, and in
many cases, determines whether a customer will return and even recommend your
business. So, how do companies solve those problems?

The Facts

  • The facts and figures prove that live chat is the simple solution for
    customer care and driving sales, with a study from
    Zendesk stating that 92% of customers feel
    satisfied when they chat with a sales agent in real-time via live chat. This
    compared to a call centre reaching 88%, email and web (85%) and social media
    (Facebook 84%, Twitter 77%), which did considerably lower.

  • A study from the RightNow Customer Experience Impact Report
    that 89% of consumers have stopped doing business with a company after
    experiencing poor customer service.

  • According to Bain and Company a customer is four
    times more likely to purchase from a competitor if the problem is service
    related, instead of price related.

  • The 2012 Global Customer Service

    showed that customers are double as likely to share bad customer service
    experiences than positive customer service experiences. They also discovered
    that 43% of consumers continue to see companies as helpful, but not doing
    anything extra to keep their business.

The Full Solution: Screen-sharing Integrated with Live chat

It is clear that customers want real-time interaction and support, with a
recent study from Forrester Research report Making Proactive Chat

proving that customers appreciated the conversations they had with agents via
live chat. In comparison, customers felt speaking on the phone to a stranger
was sometimes stressful, time consuming and inconvenient. With one of the main
problems being waiting times, as each agent can only help one customer at a
time. Instead, companies are now opting for the live chat option, which allows
agents to deal with multiple customers at once. As live chat is text-based,
the customer can go at their own pace, without feeling interrupted and
multi-task at the same time.

A picture says a thousand words.

Similarly, screen-sharing says exactly what you want it say. Upscope and live
chat provide an end-to-end solution, guiding customers to the right answers
via screenshots and screen-sharing. Even though live chat is powerful tool,
the demand for increased customer satisfaction via live chat platforms, is at
an all time high. Upscope completes customer success missions by adding a
visual element, that guides users on their own screens, aiding the customer
and saving time for the agent.


Upscope now integrates with
the conversation-driven marketing and sales platform. With no installs and no
time wasted, Drift users are now able to use co-browsing as a way to improve
customer success.

All hail the customers

As live chat has become the preferred customer service tool, enterprises have
and are starting to adopt it, which inevitably makes their customers easily
trackable, undisturbed and satisfied. By combining screen-sharing with
real-time customer support, your customers will get the smoothest customer
experience, and who is more important to a business than their customers?

For more information about screen-sharing and live chat, visit Upscope: and contact us directly
using our live chat.

Natasha Hoke
Natasha Hoke

Natasha Hoke was Upscope's head of marketing.