Show customers the fix, and see what they see
Why support conversations drag on
Most of a support thread is two people trying to see the same screen. “Which menu?” “I don't have that option.” “Can you send a screenshot?” Each reply is a round trip, and each round trip is hours when the customer is in another time zone.
Answer by showing
When a customer asks how to do something, do it once in a test account with Sayvio recording: go to the setting, change it, show the result, and say what you are doing as you go. Send the link in your reply with one sentence of context.
The customer follows the recording step by step at their own pace, and can watch it again the next time — which a written list, or a call, does not give them.
Let the customer show you
When a customer with the Sayvio extension reports a problem, a recording shows you their screen, their steps and the moment it went wrong. That is the same approach as reporting a bug with a recording, and the same checklist applies.
Customers need the extension and a free account to record, so this works best with people who already use it — your own team, partners, or customers you work with often. For everyone else, recording your answer is the quick win.
A good support recording
- Starts where the customer is: the same page they described, in the same state.
- Shows one task from start to finish.
- Highlights the exact button or setting by drawing on it.
- Ends by showing the result, so they know what success looks like.
- Stays short: under two minutes for most answers.
Customer support questions
Can a customer record their screen for me without installing anything?
Not with Sayvio today. To record, a customer adds the Sayvio extension to Chrome, Edge or Brave and creates a free account. Watching a recording needs nothing at all, which is why recording your answers is the easiest place to start.
Can I send the same recording to several customers?
Yes, the link works for anyone you send it to. On the free plan, cloud recordings are deleted after 30 days without a view, so for help-centre articles that need to last, download the recording and host it with the article.
Is a screen recording better than a written answer?
For anything about where to click, what a screen should look like, or a sequence of steps, usually yes: the customer follows along instead of translating instructions. For a one-line fact — a price, a date, a yes or no — text is faster for everyone.
What should I avoid showing in a support recording?
Anything private: other customers' data, internal tools, passwords or API keys. Free Sayvio recordings are viewable by anyone who has the link, so record in a test account where you can.
Related
Answer your next ticket with a recording
Add the Sayvio extension to Chrome, sign in once, and send your first recording in about a minute. Free to start.
Try Sayvio free