JitBit, a customer service software company specializing in customer support tickets, today launches a built-in add-on to its Helpdesk product that allows users to capture screenshots and record videos of their screen so they can later attach them to their support tickets. By doing so, JitBit aims to improve the performance of customer service.
When talking to clients about their most common customer service woes, JitBit discovered that non tech savvy end-users were having trouble taking screenshots and recording screen videos. This is a problem for helpdesk agents when they need to see what’s going on in the user’s screen. These agents often need to explain the process continuously, which is what prompted JitBit to add the feature. The whole built-in screen capture is catered to user-friendliness; it requires no additional software and works in modern browsers such as Chrome or Firefox.
The feature uses the modern WebRTC (web real-time communications) technology that enables web apps to capture and stream live content from screens and cameras. The setup is simple: First, users need to launch a web browser and go the specific customer support website. Second, they click the “capture screen” option in the interface. They can select whether to capture the entire screen or choose an application window to record. When users want to finish the recording session, they simply switch back to the helpdesk panel on the website and click “Finish recording”. The outcome – whether a screenshot or a video – will be attached to the designated support ticket as a file.
The new feature aims to improve the overall performance of customer support. By facilitating the information exchange between a customer and a company representative, it promises to optimize the process flow and cut down the time taken to resolve an issue. And what’s more: The tool can empower customers, guiding them towards an easy way of showing what exactly they need help with.
One of the most common complaints people have about customer service is its inefficiency. In fact, 39% of Americans see the “lack of effectiveness and speed” as their number one frustration. Bringing in an easy way to add screenshots and videos, due to their explanatory value, could help significantly improve company-customer communication.
“We are trying to constantly push the boundaries of customer support,” says Alexander Yumashev, founder and CEO of JitBit. “As we move forward, we want to explore live screen sharing possibilities via the WebRTC too. With tickets being resolved in real-time, we want to take the burden off of companies’ representatives that need to request additional information, and drive customer satisfaction at the same time.”
Disclosure: This article includes a client of an Espacio portfolio company