Wer verwendet Upscope?

Kundenbetreuungs-, Kundenerfolgs- und Accountmanager, die Kunden mühelos onboarden und unterstützen möchten. Beliebt bei SaaS- und Finanzunternehmen, Gesundheitsdienstleistern und E-Commerce-Unternehmen.

Was ist Upscope?

Integriere und unterstütze deine Nutzer wie nie zuvor, indem du siehst, was sie sehen. Sofort.

Upscope Co-browsing ist eine neue interaktive Zero-Download-Bildschirmfreigabe für müheloses Onboarding und Support:

1. Mit einem Klick siehst du, was dein Nutzer sieht, ohne Downloads.
2. Verwende deine Maus auf ihrem Bildschirm, um für sie zu scrollen und zu klicken.
3. Erledige dies problemlos vom Live-Chat aus oder wenn die Kunden sich telefonisch einwählen.

Wunderbar integriert in Intercom, Zendesk, Olark, Livechatinc und in dein bestehendes Telefonsystem.

Upscope – Details

Upscope

https://upscope.io

Gegründet 2016

Upscope – Preisübersicht

Upscope ist verfügbar ab 18,00 $/Monat. Upscope bietet keine Gratisversion, aber eine kostenlose Testversion. Weitere Preisinformationen für Upscope findest du unten.

Startpreis

18,00 $/Monat

Kostenlose Version

Nein

Gratis Testen

Ja

Einsatz

Cloud, SaaS, Web

Training

Live Online

Dokumentation

Kundenbetreuung

Support während der Geschäftszeiten

Online

Upscope Funktionen

Fernwartungssoftware
Bildschirm teilen
Diagnosewerkzeuge
Echtzeit-Chat
Filesharing
Sitzungsaufzeichnung
Sitzungsübertragung
Umfragen & Feedback

Upscope – Nutzerbewertungen

Zeigt 5 von 91 Nutzerbewertungen

Gesamt
4.4/5
Benutzerfreundlichkeit
4.6/5
Kundenservice
4.6/5
Funktionen
4.3/5
Preis-Leistungs-Verhältnis
4.5/5
Jonathan S.
Product Manager
Automotive, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 23.1.2019

"UpScope helps take our customer support to the next level"

Kommentare: With the help of a developer it was so easy to get started. Upscope allows us the ability to see our customer's screen to help guide them through the process with one click. Combine Upscope + Intercom and you have an amazing solution to assist your customer remotely. Love it!

Vorteile: Within a couple of minutes we were able to connect Upscope to our Intercom platform and start 1 click screen shares with our users with the combination of Upscope and Intercom!

Nachteile: Initially they had a weird log in process but they have since fixed it now. I would like to potentially see more fun tools as the product matures to help us continue to create a great customer support experience.

  • Quelle des Nutzers 
  • Bewertet am 23.1.2019
Dan N.
Customer Experience Team
Industrieautomation, 13-50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    3/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    4/5
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 23.1.2019

"Perfect for use with Intercom! Frustrating when "Upscope User Not Found""

Kommentare: Better customer support and training. Cowbrowsing straight from intercom is excellent. Would recommend upscope to anyone using Intercom to support customer UI interactions. Great tool!

Vorteile: It is seamless with Intercom. A customer has a question and our team can be co-browsing with the customer in moments. Drawing on the customer screen to help them know where to click is very helpful.

Nachteile: Every so often we get an "Upscope User Not Found". It is frustrating because we have come to depend and really value upscope. So if we are blocked from using it we have to revert back to the old-school screen share tools that require the customer to download a plugin. I have contacted upscope support regarding this issue and they were very responsive! They said that:
"Sometimes the intercom integration will have problems if the user logs in from multiple computers /
browsers. This can be fixed by telling Upscope who the user is with a unique ID.
In a single page application, if you don't have identity information at page load, you can use the
following method:
Upscope('updateConnection', {
uniqueId: 1234
});
Please only call this after the Upscope('init') function.
By setting a uniqueID for the user (this can be taken from your own db, or it can be the user email if
that's easier for you), we can tie all their sessions together and it would make the intercom integration
more reliable.

I hope this helps! Do let me know if this keeps happening even after doing this and I'll dig further."
Sounds like there are things we can do to make it more reliable.

Antwort des Softwareanbieters

von Upscope an 22.10.2019

A note on 'user not found' and how to avoid it:

In 99% of cases, user not found is when the Upscope javascript snippet is not on all pages on which you wish to screen share with a customer. Once the code is added, it will work smoothly.

While we can't be 100% certain that this was the case here, from our experience over the last few years, it's around 99% likely :) There are some cases in which the screen sharing link within a chat integration is blocked by adblockers but this can be avoided by installing it directly on the page and not via Google Tag Manager.

The Intercom ID issue has also been solved as we now have a direct integration with Intercom allowing anyone to launch a co-browsing session with a customer from directly within their chat.

  • Quelle des Nutzers 
  • Bewertet am 23.1.2019
Verifizierter Rezensent
Photographer
Computer-Software, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    9/10
  • Quelle des Nutzers 
  • Bewertet am 23.1.2019

"Very easy to use, amazing support"

Kommentare: We use Upscope for our in app chat support. Instead of a non-technical customer trying to explain a technical issue through text, with Upscope we can quickly access the customers screen and see the issue with our own eyes. Game changer!

Vorteile: The ease of use. Simply click the Upscope button in our live chat app (Intercom) and you get connected to your customer. Customer doesn't have to install anything. This made a huge difference to our support. We also use screen share apps like team viewer, but for on the spot support nothing beats Upscope. Upscope's team is amazing as well. Really easy to work with. Quick responds and quick turnaround for any bug fixes.

Nachteile: We joined Upscope at an early stage and there were some bugs and lack of functionality, but most of this is resolved by now.

  • Quelle des Nutzers 
  • Bewertet am 23.1.2019
Lexx F.
Customer Support Specialist
Verwendete die Software für: 1-5 Monate
  • Gesamtbewertung
    3/5
  • Benutzerfreundlichkeit
    4/5
  • Eigenschaften & Funktionalitäten
    2/5
  • Kundenbetreuung
    Nicht bewertet
  • Preis-Leistungs-Verhältnis
    Nicht bewertet
  • Wahrscheinlichkeit der Weiterempfehlung
    5/10
  • Quelle des Nutzers 
  • Bewertet am 14.6.2018

"Neat idea and good integration, but did not include necessary info for troubleshooting via scrshare"

Kommentare: It was easy and fast to use

Vorteile: Very easy to set up with Olark. Upscope was the easiest program I have seen used to get users on a screenshare for troubleshooting.

Nachteile: Did not show the address bar. A lot of the indicators of what is preventing our content from opening show up there, so it was frustrating not to see that. Also, sometimes the screenshare would just show the chat box from our website

Antwort des Softwareanbieters

von Upscope an 18.6.2018

Hi Lexx,

Thank you for your feedback, we're sorry that your experience with Upscope wasn't as expected.

We're constantly trying to improve the software and have made progress in performance in the past few months.

The address bar is something we unfortunately cannot support, due to the nature of the technology, we are unable to access other tabs and the address bar.

If you'd like an extended trial with us to see the new features and improvements, please feel free to contact a member of the team by emailing us at team@upscope.io, or call us on +1-347-344-5719.

Thank you,
Upscope Team

  • Quelle des Nutzers 
  • Bewertet am 14.6.2018
Tiffany S.
Support Tech Engineer
Automotive, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 27.9.2019

"Support Tech Engineer User "

Kommentare: I have used upscope for over 2 years and I love how easy and effective it is for me to use all the time! I am so happy our company switched over to Upscope to improve how we communicate with our customers in the most effective and easy way possible! It truly is a click away and makes my job so much easier. :)

Vorteile: Upscope is easy to use and a click away from getting on a screen share with another user! It has improved our time to resolve issues and given us an advantage is the software industry!! :)

Nachteile: That I am unable to drop down on clickable options!

  • Quelle des Nutzers 
  • Bewertet am 27.9.2019