Customer Success Story

Xero improves customer experience and reduces call resolution times with ScreenMeet

Industry: Accounting Software for Small & Medium Businesses
Location: Global company with HQ in Wellington, New Zealand
Company Size: 4,200 employees
Products Used: ScreenMeet Live, ScreenMeet Replay
Results:
  • Improved NPS scores

  • Reduced thread count

  • Agents can focus on more value-add work

"The power of ScreenMeet is quite unique. We can share screens, we can see what customers are looking at, we can see where they are, and we can actually offer through voice a really great experience while they're in the moment. And then we can record screens so we can see what they've done, they can attach it to a case, and we can go back to them with a recorded answer."

Nigel Piper

Executive General Manager - Customer

Tell us about your organization and your role

What challenges were you facing in your business that caused you to seek a new solution?

What factors caused you to select ScreenMeet?

What was the “AHA Moment” when you realized the power of ScreenMeet?

Describe the deployment process and the resources involved

How has working with ScreenMeet improved your customer experience?

How have you gained efficiency and reduced cost?

How has ScreenMeet improved the lives of your agents?

What has ScreenMeet done to earn the status of “trusted partner” for your company?

What are the advantages of having a totally browser-based solution?

How do you benefit by having voice, screen sharing, and video all in one platform?

How does ScreenMeet fit into your vision for an exceptional customer experience?

What specific benefits have you gained by using ScreenMeet Replay?

What do you like most about ScreenMeet?

What challenges or pitfalls did you encounter along the way and how did you get through them?

What personally excites you or gives you gratification from the work you do with ScreenMeet?

What's next on your roadmap for working with ScreenMeet?

What advice do you have for people who are just starting down the journey you've been on?