NewDesk team5 min read
Why support is stuck in text
Some problems take thirty messages to type and thirty seconds to say. Everyone knows this. And still most help desks stop at chat and email, or sell the call as an add-on billed by the minute, and a call means a phone number, a separate product and a customer leaving your page. So we built it into the widget, on every licence.
One click, from the chat
The customer picks voice or video in the same widget they were typing in. It rings your desk and the mobile app, and whoever is on shift picks up. A chat inside the call lets either side type a line or paste a link while you talk.
Bad time? The widget offers a booked call instead, inside the hours you set, and the booking lands on the desk.
They share their screen
"Show me what you see" is the sentence that ends most support calls early. On a computer, the customer shares their screen from the widget with one click and your teammate watches the problem happen instead of hearing it described. Nothing to install on either side.
Pull a colleague in
When the question outgrows the person who answered, a colleague joins the same call. No hold music, no transfer. The customer keeps talking to the people who already know the story.
What it costs you
Nothing extra. Calls, video, screen sharing, team calls and booked calls are on Intro, Premium and Self-Owned alike, with no minutes to count. It runs on WebRTC in the browser, which is why the customer installs nothing and dials nothing.