See It, Record It: Streamlining Issue Reporting with Video
Zoho announced "Record Screen" option in Bigin, making it easier and faster for you to report issues in your Bigin account. This new video-based feature allows you to record your screen and provide detailed descriptions of any problems, making it easier for our customer support team to track, identify, and resolve issues.
Before this update, reporting a problem to Bigin's support team involved writing a description of the issue and sending it via email. The support team would then work on the ticket based on your description. However, some issues require more detailed information to resolve effectively, often leading to screen sharing sessions and lengthy back-and-forth communication with our support team. With the "Record Screen" option, you can now visually explain problems by quickly recording your screen. This reduces the need for long meetings and screen-sharing sessions. Simply record your problem, send it to the support team, and a support ticket is automatically generated, significantly speeding up the ticket resolution process. Plus, the recording tool allows you to mask any sensitive customer data before sharing, ensuring your privacy is protected.
You can find the "Record Screen" button in the "Need Help?" section or by going to the user menu and navigating to the Need Help section. After clicking it, a consent screen will appear to get your approval.
Once you give consent, the screen recording will start, with a maximum duration of five minutes. When you're done, you can edit the recording by adding voice-overs, masking sensitive details, trimming the video, muting the audio, and highlighting specific sections. After editing, submit the recording to automatically create a new ticket, streamlining the support request process. That's all for this enhancement. We hope you find these improvements helpful. For more details contact pfc-group.com .
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