Support Solutions, Zendesk and ScreenSteps Live

Using ScreenSteps Live and Zendesk allows our clients to self serve in a way that was not possible before. Traditionally our clients would telephone our team for support and we would guide them through the processes. Invariably they would forget what they were shown and repeat the process with our team over and over.

Since installing ScreenSteps Live and Zendesk our team can pick up the request via email and respond to the client pointing them to the relevant lesson on ScreenSteps Live. This means that the client has instructions on resolving their issue without the need to telephone our support team.

Frequently asked questions can now be resolved by our non technical reception staff who can point the client to the relevant ScreenSteps Live lesson without having to involve a technician. This has allowed us to grow our customer base without having to employ extra staff.

While the Zendesk knowledge base system is useful, we primarily use ScreenSteps Live because it allows us to create visual lessons for our clients. All of the elements required in creating a lesson, i.e. the image, the text and a standardised layout is contained in ScreenSteps Live. Replacing or updating lessons when we release new versions of the software is simple. Simply change the image and update the lesson.

We also use the ScreenSteps Live widget within Zendesk which allows us to copy our lesson links directly into the ticket and helps us to close calls quickly.

The ScreenSteps Live Site has an excellent search and tagging facility that makes finding lessons simple for our clients.