{"id":10770,"date":"2019-06-17T15:26:41","date_gmt":"2019-06-17T13:26:41","guid":{"rendered":"https:\/\/usersnap.com\/?p=10770"},"modified":"2025-05-20T09:11:29","modified_gmt":"2025-05-20T07:11:29","slug":"customer-service-screenshots-annotations","status":"publish","type":"post","link":"https:\/\/usersnap.com\/blog\/customer-service-screenshots-annotations\/","title":{"rendered":"How To Elevate Your Online Customer Service With Screenshots And Annotations"},"content":{"rendered":"\n

72%<\/a> of customers blame poor customer service as the reason for having to explain their issue multiple times.<\/p>\n\n\n\n

But, as a customer service agent or the feedback receiver, you <\/span>know<\/span><\/i> customers are sometimes just as guilty. They are often the ones who do not describe their problems accurately and can waste your time.<\/span><\/p>\n\n\n\n

So, how can you overcome miscommunication and improve efficiency? How do you shorten the tedious back-and-forth cycle in clarifying technical issues?<\/span><\/p>\n\n\n\n

This article has got you covered.<\/span><\/p>\n\n\n

Try Usersnap for Screenshots and Annotations<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n\n\n\n\n

Top 4 Struggles for Customer Service Teams<\/span><\/h2>\n\n\n\n

Let\u2019s talk about your pain points for a start. <\/span><\/p>\n\n\n\n

#1. Customers are incapable of explaining their problems <\/span><\/h3>\n\n\n\n

Most of the time, the core question customers are asking is easy to answer. It\u2019s the message and the way they convey it that makes the matter confusing.<\/span><\/p>\n\n\n\n

But, sometimes this can\u2019t be helped. Most people are not geared to identify specific technical issues. Or they are not familiar enough with your product.<\/span><\/p>\n\n\n\n

Then, sometimes people just don\u2019t think before they ask.<\/span><\/p>\n\n\n

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\"Top<\/figure>\n<\/div>\n\n\n

#2. Being the middle person <\/span><\/h3>\n\n\n\n

You are the middleman between customers and your company. You have to understand the customer\u2019s problem<\/a> and forward it to the developers or marketing team. Then, close the loop<\/a> by passing the explanation and solution back to the customer.<\/span><\/p>\n\n\n\n

Being stuck in the middle feels awful. You are always waiting for other stakeholders to respond. Or, you don\u2019t have the decision power to solve the problem.<\/span><\/p>\n\n\n\n

#3. When you run out of words<\/span><\/h3>\n\n\n\n

Sometimes words fail you. You may have ready-to-use scripts to answer most FAQs. But, when the customers still don\u2019t get it, you need to come up with another explanation.<\/span><\/p>\n\n\n\n

Another typical situation is when \u201csorry\u201d is not enough. You have to maintain high EQ and be extra creative when facing frustrated customers. Just apologizing may not be enough to put out the fire!<\/span><\/p>\n\n\n\n

#4. No one appreciates you<\/span><\/h3>\n\n\n\n

Worst of all, no one appreciates how much energy is you need to do your job right.<\/span> Harvard Business Review<\/span><\/a> reported that 84% of customers say their last interaction with customer service had not exceeded their expectations.<\/span><\/p>\n\n\n\n

But, pointing fingers at the customer service agents is no solution. If you want to enhance your customer support<\/a> level and that of your customer support team, you need to empower them with the right tools.<\/span><\/p>\n\n\n\n

A Story About The Transformation Of Customer Support <\/span><\/h2>\n\n\n\n

Canva is an online design tool aimed at less technical users to create stunning and professional graphics. They have over 15 million users globally as of 2019. Originally, when their users required additional support or had suggestions to share, they could only exchange text messages or use social media. Canva quickly realized that they needed a better solution.<\/span><\/p>\n\n\n\n

Looking for a visual feedback tool, they discovered Usersnap. Now, Usersnap is embedded within Canva\u2019s help widget at the bottom corner of every page. It enables users to take a screenshot automatically and make annotations<\/a> with drawings, arrows and text boxes to pinpoint the issue. <\/span><\/p>\n\n\n\n

Customers can now enjoy a more intuitive way to communicate with the Canva support team.<\/span><\/p>\n\n\n\n

Metadata such as screen resolution, browser version, and operating system are also attached to each ticket. The engineers appreciate this fast and easy way of getting user feedback. <\/span><\/p>\n\n\n\n

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“Visual feedback is extremely helpful. It removes ambiguity and allows developers to understand the feedback even if it\u2019s in Arabic or Korean. Additionally, it also eases the process of giving feedback for our users. It’s a visual win-win.”Joscha Feth, Engineer at Canva.<\/em><\/p>\n<\/blockquote>\n\n\n\n

By integrating Usersnap\u2019s visual feedback tool, Canva encouraged 215% more customer feedback<\/a> submissions globally in 6 months. Read the full story here ><\/a><\/span><\/p>\n\n\n

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\"Canva<\/figure>\n<\/div>\n\n

Try Usersnap for Screenshots and Annotations<\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n

Key Advantages Of Using Visual Feedback Service<\/span><\/h2>\n\n\n\n

Visual feedback means using illustrations to show and tell the feedback\/problem\/idea on the screen of the subject. <\/span><\/p>\n\n\n\n

What does visual feedback entail for customer service agents?<\/span><\/h3>\n\n\n\n