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Screen Sharing for Customer Service

Screen sharing enhances customer service communication and maximizes the efficiency of sales and support teams, transforming complex situation into a no-brainer.

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Screen Sharing for

Trusted by teams at

Coopairs
Fnac Darty
Groupe Atlantic
habitat Audois
Kiloutou
Le Petit Vapoteur

What is Screen Sharing Used For?

Present Your
Offers
Enhance your sales pitch with a visual presentation, illustrate your points, and maintain your customer’s attention.
Observe
Usage
Record screen-sharing sessions to feed your user experience research and improve your software products.
Finalize purchase
or contract signing
Help your customers complete their contracts or purchases on your website.
Support and Troubleshoot for Users
Guide your users (clients or internal users) in using your solutions and resolving their issues.

3 Steps to Conduct Simple and Useful Screen Sharing Session

Send a Link
Send a Link
The sales or customer support team member selects the screen-sharing mode and sends a link via SMS or email to the client.
View the Client's Screen
View the Client's Screen
Either the agent’s screen or the client's screen is displayed depending on the setup configuration.
Interact and Guide
Interact and Guide
The client and the advisor converse while viewing the shared screen.

Effectively Support Your Customers

Vente en visio

Increase Your Conversion Rate

 

Guide potential customers through their purchasing decisions and service subscriptions via video to strengthen their commitment.

  • Add high-definition video and audio communication for an enhanced customer experience
  • Fully web-based solution, accessible without installation on mobile, tablet, and computer
  • Online appointment scheduling
Cliente satisfaite

Improve Customer Satisfaction

 

In just a few steps, video assistance connects you to your customers, enabling immediate interaction. Proximity and responsiveness are key in customer satisfaction.

  • A digital experience customized to your brand identity
  • Respond quickly to customer inquiries
  • Integrated with Call Center platforms or CCaaS (Contact Center as a Service)
Agent du service client qui réalise une visio-assistance

Integrate Screen Sharing into Your Customer Service Tools

 

Apizee's solution seamlessly integrates with your customer service management tools to provide the best agent experience:

  • Initiate screen sharing with a customer in one click
  • Recordings and screenshots are saved in the customer's interaction history
  • Statistics are fed back into the business platform
Solution de visio-assistance sécurisée

Security and Privacy Included

 

Because your customers' data and interactions are valuable, Apizee implements a security and privacy strategy based on three pillars:

  • Security by design: the integrity of our solutions is tested from the outset
  • Trusted digital ecosystem: we carefully select our hosting partners to ensure the sovereignty of our solutions
  • 100% GDPR-compliant: our solutions allow you to finely manage personal data.

Interested in our solutions?

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Key Figures

0%
Customer satisfaction
0%
First-contact resolution rate
0%
Increase in remote sales conversion rate
0%
Europe hosting

What they are saying

"The Apizee solution is very useful for troubleshooting machines that don't have a remote connection. Thanks to the solution, we can troubleshoot our customers more quickly and limit travel."

Franck Raguin
Customer Service Manager / Heidelberg

"We appreciated the Apizee team's availability and responsiveness in setting up our project. Integration of the solution was rapid thanks to excellent support from the teams."

Julien Duprat
Technical Project Manager / Kiloutou

"Deployed in several of our sites throughout France, we are fully satisfied with the solution and the collaboration with the Apizee teams. We appreciate the responsiveness, project follow-up and support provided by the teams to ensure success!"

Stéphane Cailleau
Field Service Manager / Groupe Atlantic

"Apizee is an efficient solution that enables us to be in direct visual contact with the insured and his damages. The collaborative tools also enable us to explain to our interlocutor certain rectifications on the claim or points of disagreement."

Laurent Buon
Expert / Eurexo

"Thanks to Apizee we've reduced the number of times our technicians have to travel, speeding up the processing of service requests and decision-making on the type of service and the area of expertise of the technician who is to carry out the service."

Lionel Mailhol
Technical Manager / Habitat Audois

"We can maintain close proximity to our customers when they have technical questions. This device is a major source of savings for our customers. Decision-making time can be reduced from a few days to a few hours."

François Planaud
Executive Vice President / Safran Aircraft Engines

"We had privileged contact with the Apizee team throughout the implementation of the project which enabled us to carry out a rapid and efficient deployment."

Matthieu Juglas
Customer Training Manager / Polysoude

"ENEDIS Bretagne implemented the Snap Racco solution using Apizee to avoid systematic travel. Thanks to the use of Apizee, ENEDIS Bretagne has succeeded in reducing travel by its connection technicians."

Rémy Verdier
Department Manager / Enedis

"During a call-out for an apartment fire, the Apizee solution was implemented after the initial rescue operation. The initial resources could be reinforced before the emergency services arrived, saving time for the rest of the operation."

Fabrice Weber
Chief Warrant Officer / SDIS Haut-Rhin

"We're really fans of this solution! Our customers are asking for it, and they're starting to get the reflex of requesting a videoconference. It saves us a lot of travel, and optimizes our technicians' interventions."

Guillaume Chevalier
Technical Manager / Kiloutou

"Thanks to the Apizee solution, every day we troubleshoot our customers remotely, optimizing our diagnostics and above all ensuring people's safety. Thank you for your support!"

Henri Briere
Assistant Manager - Troubleshooting Call Center / Enedis

Learn More About Screen Sharing for Customer Service - FAQ

Screen sharing for customer service is a feature that allows a support agent to view or control a customer's screen remotely. This facilitates communication, product demonstrations, or problem-solving directly on the customer's device.

Screen sharing makes support more interactive and personal. Customers receive visual aid in real-time, which can speed up problem resolution and reduce frustration by avoiding verbal misunderstandings.

For technical support teams, screen sharing can decrease ticket resolution time, improve diagnostic accuracy, and provide a better understanding of customer issues through direct visualization.

Screen sharing allows sales teams to increase engagement during product presentations, tailor demonstrations for each prospect, and shorten the sales cycle by facilitating explanations and clarifying responses to customer queries.

Screen sharing reduces customer service costs by often eliminating the need for on-site visits, enabling quick problem resolution, and improving first-contact resolution rates, thus reducing the time spent on each customer interaction.

To start screen sharing, the agent sends an invitation to the customer. The customer opens this link in their browser and joins the secure screen sharing session without any installation required. The shared screen can be either the customer service agent's or the customer's.

Immediate technical incident resolution: Agents can diagnose and address software or hardware issues by directly observing the customer's screen. Guidance for product usage: Customers receive interactive instructions to better understand and use newly acquired products or services. Live presentation of product: Product features are vividly displayed, making it easier to explain benefits and use cases. Step-by-step guidance on digital interfaces: Customers are assisted step by step in online procedures, such as registrations or configurations, directly on their screen.

Apizee screen sharing solution implement security protocols like controlled permissions and can be used for sensitive information. Note that Apizee support exchange of medical data as its infrastructures is HDS certified (health data hosting certification).

To implement a screen sharing system, you should choose reliable software, integrate it with your existing customer service tools, train your team on its use, and establish security and privacy policies.

The criteria for choosing a screen sharing solution will differ based on your company's specific needs. The following are a good foundation for initial consideration: Compatibility and integration, Ease of use and user-friendliness, Feature set
Security and compliance (GDPR, HDS, HIPAA, ISO 27001, SecNumCloud), Performance and reliability
Availability and SLA (Service Level Agreement), Technical support quality, Implementation and operational costs.

Apizee's screen sharing allows session recording, which is useful for customer follow-up, training, and quality assurance, provided privacy rules are respected.

Screen sharing increases conversion rates by enabling agents to guide customers through purchasing or subscription processes, reducing cart abandonment, and strengthening trust.

Apizee's screen sharing solution easily integrates with Call Center systems (CCaaS) through APIs or connectors (Eloquant, Odigo, Kiamo, TalkDesk, Genesys, etc.).

Agents will need training on the technical operation of screen sharing software, best practices for visual communication, and legal and ethical aspects related to remote screen viewing.

To comply with GDPR, Apizee's screen sharing offers explicit consent options, data encryption, and easy management and deletion of personal data.

Apizee's screen sharing is compatible with a variety of devices, including smartphones, tablets, and computers, through their internet browser. Backward compatibility with older hardware, operating systems, and browsers is ensured.

Apizee's screen sharing allows mobile application sharing between a client and an advisor. Apizee provides a set of libraries (React Native) enabling mobile app developers to add screen sharing functionality to their product.

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