Collecting feedback for idea
The problem: We often have customers surprised to learn we can’t see what they see. Customers will willingly tell us their passwords so we can log in as them. We have had to ask for passwords at times.
Who is affected (Ex. owners, roofing companies, CSMs, etc): Customer Success, Support, Sales, Customers who are troubleshooting or are have specific questions about what they are working on.
Proposed solution: Add the ability to login as the customer. We could still track who was logging in as the customer.
Benefits (to those affected and CompanyCam at large): Saved time and more efficiency for CompanyCam: Increased customer satisfaction in being able to be assisted quickly and not having to give out their passwords.
Example(s) (at least one use case):
Troubleshooting: When we have to troubleshoot an issue the customer is having, it would cut the time it takes to troubleshoot down significantly. (Estimated time saved for troubleshooting calls ~25% if we could log in as the customer).
Demos: Being able to do a Zoom training out of an account. Backdooring in would allow us to show the customer their actual account. We could start a to do list for them or set their first showcase live to give them a starting point later.
Understanding what the customer is seeing: Having to re-create test environments, especially when it comes to payments, is difficult and time-consuming. For instance, if I want to see what it looks like when a payment has failed, there isn’t an easy way to see what the customer sees.
Learning how our customers in various trades are using CoCam: Being able to see how companies are using CoCam by actually seeing their account would help us learn and better educate other companies, specifically how various trades are using CoCam uniquely