Canix discovered Cohere after its sales team contacted them during a period of targeted outreach.
Cohere’s platform promised to fix all their major pain points. Through a central Cohere dashboard, Canix could look up the customer who called, instantly see their screen in real-time—and even, with a single click, take control of the customer’s screen to show them how to do things.
Even better, it required zero effort or action from the customer’s side.
After a successful demo and trial period, Canix was excited to move forward and fully implement Cohere.
Integrating Cohere into their site was fast and seamless. It took less than five minutes for an engineer to insert a few lines of code into their site – and they were up and running. Natalie was impressed with how fast implementation was and how supported she felt along the way.
“Cohere’s sales and support team were really engaged from the get-go and regularly checked in with me to see how things were going and to answer any questions. For me, that shows a lot about what Cohere is all about. They’re really attentive as a team and I think that means a lot to customers.”
Unlike many software platforms, which have steep learning curves and require lengthy training, Cohere was extraordinarily easy to learn and use. After just a few minutes, Natalie’s support reps were up to speed and excited to adopt it.
Instead of having to fumble around sending video links and walking customers through screen-sharing, Canix’s reps could now view the customers’ screen with a single click – and with no set-up whatsoever. It was even easier for the customer.
“There are literally no buttons to press on the customers’ side. They just stay in their screen while we quickly navigate to them through the dashboard—and we can jump straight in and help them out.”
Because support reps can see everything the customer is doing in real-time, they’re in lockstep with the customer within seconds, and can fully understand the context of the issue at hand.
Even better, Cohere’s platform enables Canix’s reps to take full control of their customer’s screen, removing all the technical barriers that had been causing customers so much frustration previously.
“Rather than doing the work for the customer, we prefer to take over their screen and point them in the right direction, teach them that this is the place to click, walk them through the process – and then have them do it for themselves. As well as solving their issue now, this approach saves time in the long-term, because it has a significant impact on their ability to troubleshoot that same issue if they encounter it in the future.”
Customers hugely appreciate the fact that Canix’s support team can now take control of their screen and their issues.
“Customers tell me that life is so much easier since we implemented Cohere. They feel better supported, especially because they don’t have technical limitations to get in their way. It’s great to reduce that barrier to entry and make it easier for us to support them, all the while helping them feel more competent too.”
Natalie says the platform has made a night and day difference to her team’s confidence and efficiency.
“When we implemented Cohere, our support reps felt like a glitter bomb had gone off within their team! There was sheer excitement and joy about not having to sit around and wait for customers to download Zoom and connect, before they could even start to find and solve the issue. So many frustrating steps were instantly removed thanks to Cohere.”
In particular, the support team loves how quickly they can get on top of customers’ issues now.
“It’s so immediate; a customer calls in, we jump on and see exactly what they’re looking at, and we resolve issues faster and better. Being able to inspect their screen in real-time has significantly reduced the amount of time-consuming back and forth with our customers. The confidence of our support team and our ability to help customers has really improved.”
Cohere also takes the stress of worrying about customers’ data security off Natalie’s already full shoulders.
Passwords and credit card numbers are automatically hidden during screen share, while any other element can be blocked with a single attribute.
“Cohere’s data protection features give me confidence, because I know my team isn’t inadvertently accessing information they shouldn’t. Just knowing that the tool I’ve made available to them is both secure and efficient in doing the work they’re meant to do is really satisfying.”
Having seen such impressive improvements across customer support, Canix’s customer success team has joined the revolution and is using the platform to make its own customer engagement more efficient and effective.
“Implementing Cohere has been nothing but positive for our business and delivered a really big wow factor for our people across the board.”