Podium serves clients from a variety of industries across a wide set of product features, ranging from review management to appointment scheduling and billing/invoicing.
Due to added security measures restricting employee access to customer data, many common inquiries could only be resolved when a client is actively speaking to a rep – impacting the efficiency of Podium’s customer success teams.
For resolutions that required live, synchronous conversations, reps needed to verbally instruct customers through navigating Podium’s web app over phone/chat.
This frequently proved to be a difficult and time-consuming process for both parties. Complex and/or time-sensitive inquiries often resulted in lengthy handle times, especially for customers who were new to Podium and required the most support.
“With added security at Podium, we wanted an easier way for our employees to help clients with troubleshooting and education within the Podium environment – Cohere’s screen sharing product does exactly that.”
The existing workflow wasn’t scaling with the company’s rapidly growing user base and customer success teams. Enter Cohere.