How To

Screenshots are essential to any great Support Team

Screenshots are essential to any great Support Team

Time is short, and customer service requests often take too long, both for the parties requesting assistance and the representatives providing it. Enter, Droplr screenshots.

Consider this all-too-common scenario:

A customer calls to resolve an ongoing issue. Support history goes back three months, with a seemingly endless back and forth of emails, phone calls, and messages. Each new conversation requires a review of the prior communications. The customer is put on hold. The CSR desperately tries to figure out what the problem is and where it started. The customer doesn’t know how to explain the issue, and the CSR doesn’t know how to resolve it.

Droplr provides a better way out of this maze with annotated screenshots and screen recordings that let CSRs identify an issue and demonstrate the best way to solve it. Here’s how it works:

An image saves the CSR time with a clear support ticket. The customer gets a quick response versus a frustrating musical interlude on speakerphone. And if more clarity is needed, the CSR can record a video instead with all the steps needed to fix the issue.

Sort Tickets with Boards and Tags

Better yet, businesses can use Droplr’s boards and tags feature to keep track of tickets and a customer’s history. You can create a board for customer service and a tag for each customer in order to quickly sort through their screenshots and screen recordings. Then, when the customer contacts you with a new issue, you can go to their tag and get up-to-date on their support history. Learn more about boards and tags in this video:

With Droplr, a screenshot is not just a simple tool—it’s a way of reinventing how support teams manage tickets. With just a simple click, users can show their entire screen, point out exactly what they’re talking about, and share it instantly.

Take out the guessing game and start communicating better with your customers. They will appreciate it, and you will too!

Capterra Rating
GetApp Rating
G2 Rating
Software Advice Rating
TrustRadius Rating
CNET Rating

Experience working faster, not harder

Questions? Ask us on a live chat now.