“Verbally instructing customers in this way easily led to confusion. Our platform is complex, and it’s easy to confuse one menu, page, or function with another. So support conversations were prone to error, where the customer wasn’t seeing what the rep was seeing – so there was lots of endless back and forth and wasted time.”

“If customers were using Zoom or another platform for the first time, they’d have to download the app onto their computer first, and our team would talk them through it. But this would take time, our reps would wait for them to install it, and stay sitting on the phone while they got everything done, which wasn’t an efficient way of working.”

“Using these third-party apps often required a lot of bandwidth, so even after customers had taken the time to download the program, sometimes they wouldn’t be able to connect, so all their effort would be for nothing.”

“We’d try any way possible to make things easier for them. We’d even jump on FaceTime calls to see what they were looking at on their screen, because we really needed to provide that help to them.”

“We had a lot of tickets that went unresolved, where we felt that we’d got the answer, but then the customer would come back a couple of days or weeks later and say I really still haven't gotten this resolved. This created follow-up tickets, which caused lags in customer service and resulted in customer satisfaction scores lower than we desired.”

“While our team always acts with integrity, customers using Zoom, Slack and other platforms would sometimes leave private emails open or share part of their screen that contained personal information. We needed a better solution to ensure their data and security were protected.”

“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.”

“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.”

“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 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.”

“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.”

“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’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.”

“Implementing Cohere has been nothing but positive for our business and delivered a really big wow factor for our people across the board.”

“Thanks to Cohere, our customers get the help they need so much faster and easier than before. The fact they feel better supported has no doubt positively impacted our customer satisfaction scores.”

“Cohere has made a huge difference to our ability to operate more quickly and efficiently. It really is night and day.”

“I would 100% recommend Cohere, because it’s wholly secure and drastically reduces the amount of time it takes to troubleshoot issues, assist customers, and coach them in better using your product. Its success goes beyond improving customer support. At the same time that we help customers resolve an issue, we coach them on getting the most from the platform, which adds even more value.”

“I really love Cohere. I think that they are fantastic as a company, a platform, and as a team that are really great to work with. While their support team is responsive and customer-obsessed, I rarely need to contact them because the platform is so easy to use, reliable and trouble-free.”