Those are pretty bold claims. But we aren’t the only ones making them. Read below to see what our customers have to say.
Hover
Tyson Acker, Hover.com
How do ScreenSteps Live and Zendesk together help you improve your business?
Zendesk provides us with elegant web-based ticket management software and self-service community support forums. All of our customer support email messages are handled through Zendesk.
Our product knowledge base and help tutorials are hosted by ScreenSteps Live. Simple step-by-step lessons created with ScreenSteps provide our customers with intuitive visual guides to using our products and services.
Hover customer advisors frequently reference our ScreenSteps Live lessons when answering customer support tickets. For most people, visual guides are much easier to follow than text only email support responses. For first contact resolution, I’d rather direct my customers to http://about.hover.com/outlook2010 than send them a lengthy email with text-only instructions. It’s much easier to get it right the first time if you provide customers with clear directions!
ScreenSteps Live and Zendesk is the best combination since peanut butter and jam!
Why do you use ScreenSteps Live with Zendesk instead of just using the Zendesk knowledge base?
ScreenSteps Live makes it easier to publish, organize, and maintain up-to-date help documentation. The screen capture and image annotation tools are the real trump card. It allows us to create new tutorials in just a few minutes. In our business, it’s critical to publish and update help documents as quickly as possible so we can keep up with the rapid pace of our development team, and many third party software applications we need to support to help our customers. We can’t do this using the Zendesk knowledge base alone.
How do your customers respond to your ScreenSteps Live site?
The comments speak for themselves:
- Great job! Worked perfectly the first time.
- This step by step made me glad I made the switch to Hover. In addition, both Customer Service people I spoke with today were extremely friendly, helpful and knowledgeable.
- Great tutorial…very clear, and very effective. Thanks!
- Great tutorial … I waited to the last minute but was able to get it all done in one sitting anyway. Without this guide, would have not been able to figure out on the fly the hoops through which to jump and would have ended up having to renew with the GoDaddy another year. Thanks again!
- Superb instructions! Simply superb. The new management “gets it.”
- great instuctions. simple. to the point. intuitive. love everything thus far. :)
- great, best instructions ever as said before thanks!
- thank you! the instructions work well, set up Windows Live Mail in just a few minutes!
And that is just a small sample of the feedback we have received from our customers.
Support Solutions
Alan Conroy, Support Solutions
How do ScreenSteps Live and Zendesk together help you improve your business?
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.
Why do you use ScreenSteps Live with Zendesk instead of just using the Zendesk knowledge base?
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.
Anything else I should have asked you?
I am happy to recommend Blue Mango learning systems to any one thinking of re-writing their documentation. Both Greg & Trevor have been very easy to deal with, we have never had a issue with uptime for our ScreenSteps Live site, in fact I cant remember it ever being off line.
The guys at blue mango have been very quick to resolve any of our support queries, not that we have had many. I look forward to working with Blue Mango for many years to come
