Screen sharing has become an essential tool for enhancing customer experiences. Whether you're troubleshooting a problem, giving a demo, or collaborating on a project, screen sharing allows you to connect with customers in a more interactive and efficient way. However, like any tool, using it effectively requires some know-how. 

Here are some dos and don'ts to ensure your screen-sharing sessions are smooth, productive, and leave your customers feeling valued. Don’t forget to use this helpful chart to keep these best practices top-of-mind.

Do: prepare your screen beforehand

Before starting a screen-sharing session, take a moment to organize your desktop. Close any unnecessary tabs, applications, and notifications that might pop up during the session. Not only does this prevent distractions, but it also keeps private information secure. A clean, organized screen reflects professionalism and helps keep the focus on the content you're sharing.

Don’t: forget about privacy and security

Screen sharing involves showing your computer screen, which might contain sensitive information. Be mindful of what you’re sharing, and avoid opening any personal or confidential files during the session. It’s also good practice to inform the customer before you start sharing your screen and to ask for their consent. 

Concerns about compliance and security? Glance Screen Share offers security and privacy options.

Do: communicate clearly

Clear communication is key during a screen-sharing session. Explain what you’re doing as you navigate through different screens, and describe what the customer should be seeing on their end. This helps prevent confusion and ensures both parties are on the same page. Use simple language, avoid jargon, and encourage your customer to speak up if they’re unsure about anything.

Don't: overload the customer with information

It’s easy to get caught up in the moment and start clicking through multiple windows or showing too much information at once. Remember, the goal is to make things easier for your customer, not to overwhelm them. Stick to what’s relevant, and take the time to explain each step clearly. Pause frequently to ask if they have any questions, and ensure they’re following along.

Do: test your technology

Technical issues can quickly derail a screen-sharing session. Before starting, test your screen-sharing software to ensure it’s working correctly. Check your internet connection, audio, and video settings. If you’re using new software or features, practice using them in advance to avoid any hiccups during the actual session.

Don't: make your customer download any software

Nothing is more annoying than having to download yet another tool, especially if your customer is already having issues. Glance offers a no-download screen share tool that enables company representatives to join a screen share session with just one click from your CRM or CCaaS - for a totally frictionless screen share experience proven to boost both customer and employee experience.

Do: practice active listening

During the session, actively listen to your customer’s questions and concerns. This means not just hearing their words but also understanding their needs and responding thoughtfully. Active listening helps build trust and ensures that you’re addressing the customer’s specific issues effectively.

Don't: multitask during the session

It might be tempting to check emails or work on other tasks while screen sharing, especially if you’re waiting for the customer to complete a step. However, this can come across as inattentive or unprofessional. Stay focused on the session, and give the customer your full attention to ensure a high-quality experience.

Do: focus on the customer's experience

At the end of the day, screen sharing is about enhancing the customer experience. Pay attention to their needs, and adjust your approach based on their level of comfort with the technology. If they seem lost or confused, slow down and offer additional explanations. Your goal is to make them feel supported and empowered, not frustrated.

If you’re using Glance, you can seamlessly switch from a screen sharing session to a cobrowsing session if you recognize that more guidance is needed. 

Don't: neglect the follow-up

After the session, follow up with the customer to ensure everything is resolved and that they’re satisfied with the outcome. Send a summary of what was covered, along with any additional resources or next steps. This not only reinforces the information but also shows that you’re committed to their success.

Do: measure success

Measuring success helps you understand what worked well and what areas might need improvement, allowing you to continuously enhance the quality of your screen-sharing interactions. 

Glance screen share sessions are logged automatically in a CRM or other solution to capture KPIs. Managers can see how prospect screen share boosts sales or how customer screen share improves support.

Don't: ignore customer feedback

Feedback is a valuable tool for improvement, so don’t overlook it. If a customer offers suggestions or expresses concerns, take them seriously and consider how you can adjust your approach in future sessions. Ignoring feedback not only risks repeating the same mistakes but can also lead to customer dissatisfaction.

Do: keep these best practices handy

Keep this helpful chart and make it accessible as a quick refresher when you’re starting screen sharing sessions.

 Do’s and Don’ts of Screen Sharing

Do: 

• Prepare your screen beforehand
• Communicate clearly
• Test your technology
• Practice active listening
• Focus on the customer’s experience
• Measure success

Don’t: 

• Forget about privacy and security
• Overload the customer with information
• Make your customer download any software
• Multitask during the session
• Neglect the follow-up
• Ignore customer feedback

Screen sharing is a powerful tool that can greatly enhance the customer experience when used effectively. By following these best practices, you can ensure your sessions are productive, professional, and leave your customers with a positive impression. Remember, the key is to keep things simple, clear, and focused on the customer’s needs.

Learn more about Glance’s Guided CX solutions and take a demo today at Glance.cx.