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Upscope has proven to be an invaluable tool for troubleshooting with customers, as it offers a quick and effortless screensharing feature …
Overview
What is Upscope?
Upscope is a cobrowsing software designed to provide real-time assistance to customers by allowing support and sales teams to remotely view their screens. According to the vendor, this tool simplifies the process of screen sharing and enables teams to guide customers through complex processes or troubleshoot...
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Product Details
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- Tech Details
What is Upscope?
Upscope is a cobrowsing software designed to provide real-time assistance to customers by allowing support and sales teams to remotely view their screens. According to the vendor, this tool simplifies the process of screen sharing and enables teams to guide customers through complex processes or troubleshoot technical issues seamlessly. Upscope is suitable for companies of all sizes and is utilized by professionals in various industries, including customer support, product management, remote sales, innovation engineering, and solutions consulting.
Key Features
Co-browsing API: Upscope offers a fully customizable and secure Co-Browsing API that allows developers to integrate co-browsing functionality into their own applications or platforms. The API enables sharing screens with customers, guiding them through presentations or forms, and even facilitating peer-to-peer screen sharing.
HelloScreen: HelloScreen is a cobrowsing software that enables support and sales teams to guide customers online without the need for screen sharing. It provides a seamless onboarding and support experience by allowing agents to view the customer's screen, highlight important areas, type, and click together in real-time.
Visual Communication Tools: Upscope's visual communication tools empower support and sales teams to effectively engage with users of all technical levels. By gaining visibility into the customer's screen with a single click, teams can understand and assist customers through their challenges or questions.
See Your Customer's Screen: Upscope allows support teams to see what the customer sees on their screen without the need for screen sharing. This feature provides immediate insight into the customer's issue or query, reducing frustration and the need for repetitive explanations.
Integrations: Upscope seamlessly integrates with popular live chat platforms such as Drift, Freshchat, HelpScout, Intercom, LiveChat, Olark, Re:amaze, Salesforce, and Zendesk. These integrations enable support teams to initiate co-browsing sessions directly from the chat interface.
Transform Your Onboarding Process: Upscope's screen sharing functionality is designed to transform remote onboarding processes. It empowers teams to deliver an interactive experience by remotely guiding customers through complex processes or product demonstrations.
Supercharge Your Remote Sales Process: Upscope's screen sharing capabilities are beneficial for remote sales teams. It allows sales representatives to share their screen with customers, providing a compelling visual sales experience.
HIPAA Compliant Screen Sharing: Upscope's co-browsing functionality is HIPAA compliant, making it suitable for healthcare organizations and other industries with stringent data privacy regulations.
Upscope Features
- Supported: Diagnostic Tools
- Supported: Screen Sharing
- Supported: Session Transfer
Upscope Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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Upscope has proven to be an invaluable tool for troubleshooting with customers, as it offers a quick and effortless screensharing feature that allows users to identify user errors promptly. Users have been using Upscope for over 2 years and find it easy and effective to use. With the ability to view the customer's screen, support staff can understand the issue firsthand, especially when clients have trouble explaining their problems. This streamlines the communication process and greatly enhances the support experience.
The combination of Upscope and Intercom provides an amazing solution for remote customer assistance, making customer interactions quick and easy while minimizing friction. Support teams can now provide assistance without the need for customers to download any additional software or go through complex setup processes. The one-click screenshare feature through Intercom has made Upscope easily accessible and convenient for users. Additionally, Upscope proves to be a versatile tool beyond customer support, being utilized for training new employees and facilitating real-time screen sharing and problem-solving during onboarding processes.
Overall, Upscope simplifies the troubleshooting process by eliminating the need for customers to describe their issues or send screenshots. This has significantly sped up issue resolution in various areas such as connection issues, application process issues, and bug finding on the platform. The ability to guide customers with a pointer on their screen is much easier than providing verbal instructions alone, resulting in increased customer satisfaction and retention rates. While some users have mentioned a lack of follow-up from their representatives after signing up for a year, they still find Upscope's tech support capabilities valuable in terms of better understanding customer trouble and providing guidance in the right direction. Users recommend Upscope to anyone using Intercom for customer UI interactions as it ultimately improves the user experience and customer service by delivering better support and training opportunities.
Easy-to-use Tool: Users have consistently praised Upscope for being a simple and easy-to-use tool for screen sharing, particularly in the context of customer support. The software's intuitive interface and straightforward functionality make it accessible to users of all technical levels.
Seamless Integration with Intercom: Many reviewers have highlighted the seamless integration between Upscope and Intercom as a major advantage. This integration allows for a smooth experience, as there is no need to download any additional software. With just a click, users can initiate screen sharing directly within the Intercom chat program.
Efficient Troubleshooting: The ability to troubleshoot issues remotely without physically being present at the target computer is highly valued by users. By using Upscope's one-click instant screen share feature, they can quickly view a customer's screen and identify problems faster. This real-time interaction not only improves efficiency but also enables users to guide customers through processes and assist with their specific needs effectively.
Limited functionality on mobile devices: Several users have expressed frustration that Upscope does not work with mobile devices or when accessed from a mobile browser. This limitation has been a significant drawback for around half of the users, as it prevents them from fully utilizing the software's features while on the go.
Issues with screen share synchronization: Some reviewers have found it challenging to control the screen share due to unstable internet connections. The mouse pointer does not synchronize properly with their own mouse, leading to confusion and frustration during collaborative sessions. This issue has caused interruptions in workflow and hindered effective communication.
Learning curve with multiple Google tabs open: A few users have mentioned that it takes time to get used to using Upscope when they have multiple Google tabs open. This learning curve can initially be overwhelming and may require some adjustment from users who frequently switch between different tabs during their work.
Users have made several recommendations based on their experiences with UpScope. The most common recommendations include:
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UpScope is a reliable service with an amazing product. Users have expressed satisfaction with the reliability of UpScope as a service provider. They appreciate the quality of the product and consider it to be amazing in terms of its capabilities and functionalities.
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UpScope is recommended for individuals who require visual and hands-on ability. Users suggest that UpScope is particularly useful for those who need a visual component or require a hands-on approach for their tasks or projects. The product's ability to provide a visual and interactive experience is highly appreciated by users.
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Users recommend using UpScope as often as possible. Many users advise making use of UpScope regularly in order to maximize its benefits and fully utilize its features and functionality.
Additionally, some users suggest upgrading the servers to provide more information at once. Increasing the capacity of the servers would allow for a greater amount of information to be accessed simultaneously, enhancing the overall user experience.