A new company called Firefly offers a product that helps make customer service calls a more pleasant experience for both parties. Well-suited for customer service representatives at small or medium companies, Firefly helps reps show customers how to use the website and can help improve customer satisfaction through sharing screens.
?Firefly does instant browser-sharing to help companies provide great customer support,? Dan Shipper, co-founder, informed RESCUECOM. ?Let?s say a customer is having a problem with your website. With Firefly, a customer representative can easily connect to their screen and show them around the website using a series of highlights.?
When a rep is talking to a customer and wants to point out a specific place on the website, the highlighting tool comes into play, so there is no doubt about the reference or where to click. The highlighting tool is compatible with all major browsers, so the rep and the customer see the same screen.
Three University of Pennsylvania undergraduates created Firefly. The other co-founders are Patrick Leahy and Justin Meltzer.
?Firefly is differentiated from more traditional screen sharing like GoToMeeting in two key ways,? Shipper stated. ?First, it is completely download-free and runs completely in the browser with JavaScript. That means that no time is wasted installing complicated software or downloading plug-ins. Firefly just works.?
?Just one snippet of code? is all it takes to add Firefly to a website, according to the company.
?Second, Firefly is much more private than traditional screen sharing,? Shipper continued. ?During a browser-sharing session a customer representative can only see what?s on the customer?s web page, not what?s on the customer?s computer. This provides a much more secure screen-sharing experience for the customer.?
Reps can watch customers fill out a form and question anything that may not be correct, nipping problems in the bud. If a password is ever involved, it does not appear to the company rep or anywhere on the company system, in another way Firefly retains customer privacy.
Other Firefly features include working behind company firewalls and tracking call times.
Customer service representatives can also benefit from office computer repair and computer support from a reliable service provider such as RESCUECOM.
For infrequent users, 10 screen shares cost $10. The Firefly website calls the $29 per month per rep package the most popular, recommended for small to medium businesses. There is a 30-day money-back guarantee, with no long-term commitment required.
A 30-day free trial of Firefly is available. Firefly will also provide quotes for larger companies with many reps, customized to specific needs.
Firefly can shed light on customer service improvement.
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About RESCUECOM:
RESCUECOM provides computer repair and computer support, 24/7: Meeting every tech support need including data recovery, virus removal, networking, wireless services, and computer support for all brands of hardware and software. For computer support or information on products, services, or computer repair, visit http://www.rescuecom.com or call 1-800-RESCUE-PC.
For More Information, Contact:
David Milman, CEO
315-882-1100
david@rescuecom.com
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