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, choosing the right tool is crucial. Evaluating the top screen sharing software based on key criteria such as ease of access, collaboration options, mobile user experience, and affordability can make a significant difference. 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.

Choosing the Right Screen Sharing Software

Choosing the right screen sharing software is crucial for effective collaboration and communication. With numerous options available, it’s essential to consider several key criteria to select the best software for your needs.

Key criteria for selecting screen sharing software

When selecting screen sharing software, consider the following key criteria:

1. Ease of use: The software should be user-friendly and easy to navigate, ensuring that both the host and participants can effortlessly share their screens.

2. Compatibility: The software should be compatible with various devices and operating systems, allowing for seamless access and a broader audience.

3. Screen sharing quality: The software should offer high-quality video and audio, ensuring clear and smooth collaboration.

4. Collaboration tools: The software should provide features such as annotation, remote control, and whiteboards to facilitate successful engagement during meetings.

5. Features: Consider additional features such as recording capabilities, polling and voting tools, integration with other tools and platforms, and customization options.

6. Affordability: The software should be cost-effective and offer flexible pricing plans to suit your budget.

Popular screen sharing software options

Some popular screen sharing software options include:

1. Zoom: Known for its robust video conferencing and screen sharing capabilities, Zoom is a top choice for virtual meetings and webinars.

2. Google Meet: Integrated with Google Workspace, Google Meet offers seamless screen sharing and collaboration tools for businesses and educational institutions.

3. Microsoft Teams: A comprehensive collaboration platform, Microsoft Teams provides screen sharing, video conferencing, and a suite of productivity tools.

4. TeamViewer: Ideal for remote support, TeamViewer offers remote access and control features, making it a go-to solution for IT professionals.

5. Slack: While primarily a messaging platform, Slack also offers screen sharing and collaboration features, making it suitable for team collaboration.

6. Surfly: Focused on co-browsing and screen sharing, Surfly is designed for customer support and sales teams.

7. CoScreen: Aimed at developers and remote teams, CoScreen allows multiple users to share their screens simultaneously, enhancing collaborative coding and problem-solving.

Considerations for specific use cases

When selecting screen sharing software, consider the specific use case:

1. Virtual meetings: Look for software with features such as video conferencing, screen sharing, and collaboration tools. Zoom and Google Meet are excellent choices for this purpose.

2. Remote support: Consider software with remote access and control features, such as TeamViewer, which allows IT professionals to troubleshoot issues remotely.

3. Collaboration: Choose software with features such as real-time annotation, whiteboards, and file sharing. Microsoft Teams and Slack are great options for team collaboration.

4. Training: Select software with features such as screen recording, video conferencing, and collaboration tools. Zoom and Google Meet are well-suited for training sessions and webinars.

Do: prepare your screen sharing beforehand

Before starting a screen-sharing session, take a moment to organize your desktop, especially if you plan to share your entire screen. 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 to user devices, 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 meeting participants 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, especially when using multiple displays. 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 video conferencing tool

Technical issues can quickly derail a screen-sharing session. Before starting, test your video conferencing tool 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 remote access 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

Virtual collaboration is a valuable tool for improvement, so don’t overlook feedback. 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.

Collaborating with Screen Sharing

Screen sharing enables real-time collaboration on shared content, facilitating effective communication and teamwork.

Real-time collaboration on shared content

Screen sharing allows multiple users to collaborate on shared content in real-time, enabling:

1. Real-time feedback: Participants can provide instant feedback and suggestions on shared content, ensuring that everyone is on the same page and contributing to the discussion.

2. Collaborative editing: Multiple users can edit shared documents or files simultaneously, streamlining the process and enhancing productivity.

3. Interactive presentations: Presenters can engage with participants in real-time, using features such as polls, Q&A sessions, and live annotations to make the presentation more interactive and engaging.

4. Virtual brainstorming: Teams can brainstorm and collaborate on ideas in real-time, using digital whiteboards and other collaboration tools to capture and develop creative solutions.

By choosing the right screen sharing software and leveraging its features, teams can enhance their collaboration and communication, leading to increased productivity and success. Whether you’re conducting virtual meetings, providing remote support, or collaborating on projects, the right screen sharing solution can make all the difference.

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.