Screen Sharing

Screen sharing eliminates the communication gap in technical support — instead of customers trying to describe what they see on their screen, agents can see it directly. This dramatically reduces misunderstandings and speeds up resolution. Screen sharing can be one-way (agent views customer's screen) or bidirectional with remote control capabilities (agent takes control to perform actions).

It's commonly used for software troubleshooting, configuration assistance, training sessions, and product demonstrations. Security features include permission-based access, session recording for audit trails, and the ability for customers to pause or end sharing at any time. AI can enhance screen sharing by automatically detecting error states, suggesting solutions based on what's visible on screen, and generating step-by-step guides from recorded sessions.