Upscope

Pros: 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.

Cons: 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.

Overall: 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!

Pros: I like that the only thing the user has to do is click yes that they want to let the admin view their screen. They still have control over there own computer, but it is very easy for the user to get help when they need it.

Cons: We can only use it on one website. Sometimes our mentors may need help on other websites as well.

Overall: We are using it to manage a virtual team of independent contractors. This allows us to seamlessly manage our team and provide them with instant technical support as soon as they need it. They count on us being able to screenshare with them and control their screen as soon as they have any questions. As they describe it we will "come into their screen" and show them how to perform tasks on the platform that they use for work. What sometimes confuses them is that upscope ONLY works on the mentor1to1 website (our work platform). It doesn't work on their work email or work calendar. This is to provide them with greater security but it can also be confusing when they need help on other areas of their computer.

Pros: 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.

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

Overall: 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!

Pros: 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!

Cons: 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.

Overall: 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!

Pros: The ability to view our customers screens without them having to download anything or having to wait on them to go and do something so that we can help them is awesome. It has gotten better over the last several months and is fast now when before it was a little slower.

We are so happy we found them through a integration with Intercom and it has allowed us to change the way we handle screenshared.

Cons: nothing to be honest. everything has been great since we started using them and we have grown along with them as for adding more users, etc.

Overall: better customer support for our customers

Pros: This product allows us to help guide our customers through our software while onboarding them. The fact that it is a no download software for the customer is great and very frictionless. I recommend this product to anyone who is on a sales, support, or onboarding SaaS team.

Cons: Sometimes the product will not be able to find our customers and that can be a little annoying but it's pretty rare that this happens. I would say it works perfectly 99% of the time.

Pros: Perfect companion to Intercom. It is the most elegant simple way to one-click and view our users screen. We are a SAAS company and use Upscope daily and it is awesome value!

Cons: As of right now there are a few features that I would love to see, however they have promised that there are some awesome updates right around the corner. But as it stands right now they provide exactly what we need!

Overall: Simple one click screenshare through Intercom. Beautiful solution when done right.

Pros: The timely loading of share screen since it is very needed in our site. Most of the problems we encounter are technical and majority of our customers were old. They don't know how to describe what is happening on their end and the best way to only find out if we are on the same page is using Upscope. From there, we would be able to immediately assess what is the problem all about as we can see their screens. It's time saving and delivers satisfaction to our customers.

Cons: The phone button because it keeps on dropping when I try to use it but maybe it's our internet connection. We rarely use that button. All we need is to see the customer's screen.

Overall: It's a great help. It lessens the burden of asking the customer's issue as when we took one look, we already knew what is the problem. Customers were happy. Kudos!

Pros: Integrates with our Intercom live chat system, making it easy for us to view our users screens and troubleshoot issues both big and small. Allows us to control the users screen!

Cons: We cannot see images or click/view drop down menus on our users screen. Using voice is a bit expensive and it is just easier for us to call the user with a landline while we screen share.

Overall: It has been invaluable for our team when assisting users training or troubleshooting issues!

Pros: I like that it links directly with salesforce and logs our activity. I also like the texting function.

Cons: Sometimes there can be some glitchy activity when using Truly but if we contact support they are pretty good about putting a fix in.

Overall: Truly just saves me time as we are able to get it on our mobil device and desktop and it keeps a log of all phone activity.

Pros: We have tried a lot of services like Upscope, but no one does it as well as they do.

We have it intergrated in out SaaS platform and mobile devices.

Cons: I honestly have no cons on it. Everything with Upscope has been a smooth ride from the very beginning!

Overall: Much better customer support

Pros: I really liked how clear the picture was. I could see what the customer was looking at, and never had any issues with the picture being unclear. Made my job easier to help them.

Cons: The email set up. It took quite awhile in some cases for it to connect. I also had a few times where the "link" on the side of the chat never showed up. If there was an easier, one-click way to set up Upscope, I would really enjoy this feature.

It would also be nice to have a scroll feature on the customers page. I had to consistently jump back and forth between Upscope's screen and the chat function to ask the customer to scroll down. Which was incredibly annoying when I was working on one screen.

Overall: Easy to use for the most part, and I would recommend it to a friend/other business as an extra step in helping their customers.

Pros: ability to highlight on the screen, easy integration with other technology, quick connect

Cons: the highlighter freezes at least once a session, this is super annoying as it requires a refresh in the midst of our tutorials

Overall: good, simple, easy to use, no complications added

Pros: I really love how easy it is to find someone and sync up with them. It only takes a few moments. I also like the variety of tools. I can use a cursor, highlighter, or just a pointer to help my clients.

Cons: Sometimes it can be a little unstable. Occasionally it will drop the connection entirely or I won't be able to find the person to connect to at all, which makes for an awkward call.

Overall: When you just can't describe something over the phone, Upscope fixes that problem entirely. I've discovered and diagnosed glitches, real issues and more through the software and I would not have been able to get through calls as fast or at all without Upscope!

Pros: One of the most important things when getting a new software or implementing a new process is that it is easy. Upscope is one of the easiest platforms to utilize. We have the intercom integration and we click 1 button.

Cons: Currently, I do not know of any gripes from the team here at DriveCentric.

Overall: We using Upscope for our support team to lower the time to resolution and increase customer experience and satisfaction.

Pros: Upscope makes our jobs so efficient in dealing with issues and viewing their exact errors, live on our screen. Our customers love it too!

Cons: Would be great if the spotlight mouse can be adjusted in size. At the moment, it is quite large and when pointing at something for the user, it highlights various fields at the same time. If it were adjustable in size, we could use it a little better.

Pros: Users don't have to worry about downloading anything, instant screenshare that's seamless. It also has a pointer that's easily recognized and can actually interact with the user's webpage.

Cons: Occasionally doesn't link on the first try and sometimes I have to log in again through my email. (That might be because of our account settings though)

Overall: Easy seamless customer support instantly.

Pros: My company loves using Upscope. It is user friendly and when I need assistance, customer service is prompty and very helpful. It allows easier explanation to our customers who are using our software.

Cons: Some negative thoughts about Upscope: it fails to load at times. It has been minimal but it happens right when I am about to use it. Because it is so awesome, I have become relitant on using it when I make appointments with clients. I have had some technical difficulties, but realize that each software has their own lag.

Overall: Upscope has helped me walk my customers through their account while being able to see their screen. I am able to answer any questions that they might have while also showing them where to go. They do all the driving and I am their GPS.

Pros: quick & easy for me and for users. save minutes per request because i can "show" them the answer immediately.

Cons: wish that I could type for our users, instead of only point & click.

Overall: Support is better while simultaneously being less operationally expensive. Our users' experience is better and retention is higher because their time-to-value is shorter thanks to UpScope.

Pros: I like the fact that I can guide my customers to help them with their bids fast and easy

Cons: An option to navigate for the customers would be a great addition.

Overall: It is super fun and super easy to use, just the thing that we need to help customer and not worry about their privacy. Highly recommended for customer support roles.

Pros: The ability to sign into a screen with a single click on the operators end saves anywhere between 5 and 30 minutes from traditional screen shares. Drawing on a screen is another amazing aspect since you can train the user to do it for themselves instead of doing it for them. Finally, being able to take control when they cant figure it out makes the demo go much faster.

Cons: I don't have any cons with the software. Everything worked perfectly.

Overall: Having spent 10 years doing Customer Success and sales this is the best tool I've ever used. My phone demo time has decreased from over an hour to just 20 minutes at times with increased knowledge by the user.

Pros: I love the fact that it is super easy to use, and how often it comes in handy to help issues at hand.

Cons: They cut back on some features to improve the stability of their server.

Overall: Overall my experience has been great! I look forward to continuing our relationship.

Pros: Easy to Connect and integrate

Responsive / very little lag

Requires Email verification for every login

Cons: Upscope occasionally goes down and is unusable. Fortunately, their status page is helpful in monitoring these events and their resolution.

Pros: -Very easy to use

-Reliable

-Speed is usually good

Cons: -When screen sharing, I can not scroll up or down on their screen and I can also not select drop down boxes

-It is also difficult to stay on the screen share when needing to refresh

Pros: Everything. We love it. its my favorite thing to use at work

Cons: Nothing. I have never had any issues. It always works perfect

Overall: We are able to screen share to assist our clients with issues in their system and also as a hands on teaching tool.

Pros: Ease of use

Simplicity to the client

No footprint on the workstation

Cons: minimal annotation tools

User manual access

Overall: Overall it works as expected and helps my client resolution center with quick and easy access to our clients workstations.

Pros: It allows us to see exactly where the member is, as they don't always articulate where they're at in the process. I also like the ability to highlight or draw, so they can go straight to what I;m referring them to.

Cons: The log in process...

I have to find an old email and click on it, then enter my email , click on the link in a new email to get logged in to look for the member email I want to look at - all while a caller is waiting on hold for assistance.

Overall: We're able to see what the member is doing or if they are in the correct place, then guide them through the process.

Pros: This service makes it so easy for my clients to share their screens with us. Not requiring my client to download another program that we may need to troubleshoot them on makes providing support faster and easier for everyone.

Cons: Sometimes there is a bit of a lag between me performing the action and my customer seeing it.

Pros: Ease of use. Easy to learn and helps with solving customer needs

Cons: No cons-great so far. I'll let you know if I find any.

Overall: Helps with solving customer customer needs

Pros: Its more easy to understand the client when you see his screen

Cons: Nothing, its a very good tool, i have no problems

Overall: We can resolve a lot more cases with this tool

Pros: Ease of installation and integration with our support tools.

Cons: Reporting capability could be improved. e.g. Enforce proper audit for sessions opened by remote agent.

Review monthly report of session audit reports in-line with SLA agreements.

Number of active agents for December

Number of times Co-Browse has been used

Number of issues solved/unsolved (%)

Average Session times (min/sec)

Overall: Super positive. Upscope has replcaed our clunky software previously used for screenshare for support purposes and something we will continue to use

Pros: The basic use of the program--screensharing--is super helpful. Way easier than requesting screenshots from users who may or may not know how to do that.

Cons: Upscope can't always find the user, even when I know they're online. Sometimes it just doesn't connect, so that's embarrassing when they're waiting on me and I have to say "Sorry, it doesn't seem to be connecting."

Overall: Overall Upscope has been a helpful tool in the belt. It's not 100% reliable, but I can tell the app is slowly improving, and the pros outweigh the cons.

Pros: I love that within seconds you can request to share a screen.

Cons: Not being able to see dropdowns is a PROBLEM. Not being able to see PDF documents that our site creates for the user is also a PROBLEM. I have had problems of the connection just dropping for no reason. They are physically moving the mouse so there wasn't due to inactivity.

Overall: I have changed they way I do webinar training from them watching me do something to them actually doing the task and the results prove this type of training works better.

Pros: Ease of use and how quickly i am able to see someones screen

Cons: Can't type on clients webpage which kind of stinks.

Overall: Great

Pros: It can easily integrate with our website and easy to use.

Cons: The lack of a better search feature on the site

Pros: No download required for our users, makes it easy to hop in to their account and provide instruction and help solve issues. Very easy to get started with.

Cons: Unable to fully access the console mode on the basic package. Can be a little difficult to click in to search boxes.

Overall: Great and Easy! Team was helpful in getting us started and we were off in no time. Our team is still adapting to it, but it makes life much easier then the other screen sharing software we were using before.

Pros: How easily it integrates with intercom, and for the client to set up.

Cons: It takes a while to connect, if I'm on the line with a client it can get awkward. It takes too long to load when they change the tab (perhaps this is more of an internet problem).

Sometimes it does not find a client online even though I'm chatting with them on Intercom.io.

Overall: It is really great when clients ask quick how-to. It definitely improves the user experience and customer service.

Pros: It's really something that will help out your support and your customers/clients. IT's extremely easy to use and overall we're very happy with it.

Cons: We had an issue that once it didn't load css

Overall: Overall really satisfied

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

Cons: 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

Overall: It was easy and fast to use

Pros: Ease of use and client support. Walked me through demo rapidly and easily

Cons: Linking to my current application was a little complicated....

Overall: Great service and functionality works beautifully

Pros: It allows a quick way to be able to share the browser window of our visitors, without asking them to download software.

Cons: For us, we had imbedded windows within our website and it was a struggle to have those show through upscope. They did not immediately show for co-browsing (only showed as a big grey box), so it took a week or 2 to get those functioning. However, the rep worked hard to make sure every window was visible for us (I believe this took some adjusting on their back end and an extra API on our end).

Overall: Good experience. Very easy to use program. Customer service is adequate, they were very helpful in the beginning when getting us set up, but since we have signed up for a year we haven't heard from our rep for a check in or to see if we needed anything.

Pros: Very easy to use and love the functionality of the software. Up-scope gives me and my company the ability to walk through our customers through the entire process.

Cons: I would only suggest that the "Spotlight" feature could be adjusted in size, but that's about it. Everything we have done with Upscope has been great so far!

Pros: I love how easy it is to use, and I really like that the feature was recently added to use a password instead of having to re-login everytime via an email. I also like that the co-browsing is kept to our individual website, so we don't see when they go to other websites or what those other websites are.

Cons: It can be a bit slow to respond, but I can't be too hard on that as we are looking at someone else's browser through the internet.

Overall: Upscope has been great in helping us with tech support, as customers can sometimes be vague about their problems but this allows us to see exactly what kind of trouble they are having and also allows us to guide them in the right direction instead of them getting confused over our directions.

Pros: I love this software. We use it to train clients and walk them through design and layout choices. It is great that they don't have to download anything. The connection and sharing feels very natural to our clients.

Cons: Nothing, the one feature I thought it lacked, cursor mode, was added a few weeks ago.

Pros: I really enjoy the ease of use of the software and how easy it makes it for us to see what customers are seeing and help more efficently with problems we couldn't identify before.

Cons: Sometimes it says the customer is offline, when we are talking with them right then and there and can cause some frustraion.

Pros: I love the product. It is very useful for my day to day job and allows me to assist customers in a much more supportive way.

Cons: It just does not work sometimes. I will search the email of the customer and nothing will come up and I know they are online.

Overall: It has been pretty good. It is a great product overall.

Pros: It helps walk customers through any questions they may have. Being able to see their screen ensures that they limit their mistakes and it ensures their questions are answered.

Cons: The loading time to their screen can be a little delayed, so speeding that process up would be helpful.

Pros: The ability to focus the attention of the client where we want on a page helps cut down the time it takes to train or diagnose a problem.

Cons: Some of our controls use JS and these don't always look to populate correctly in UpScope.

Overall: It's been a great time saver for support and our on-boarding teams.

Pros: This software makes it super easy to see how my clients are using our software. It really helps with troubleshooting to see exactly what they are clicking on.

Cons: Sometimes the page takes a really long time to load or doesn't load.

Overall: Overall it is great and really helps with troubleshooting.

Pros: Easy to use

Customers don't have to install anything

Once click to activate screenshare though Intercom (live chat app)

Excellent customer service.

Cons: Early on it was there were a few bugs, but the Upscope team worked closely with us to resolve everything. Now it is running smooth!