Acme support
Screen recordings
Let shoppers film the problem from their phone
Send a recording link from the ticket. Shoppers record with their phone’s front or back camera in the browser, and the video comes back to the conversation.
Learn moreRetail & ecommerce
See the damaged order before you refund it
Shoppers film the problem from their phone, with no app to install. The video, transcript, and AI summary land in the ticket, so your team can resolve it in one reply.
Trusted by support teams from startups to enterprises
Build better post-purchase support. Fewer emails, faster refunds, and clearer claims.
Resolve order issues in one reply
Shoppers show the problem instead of describing it, so agents can act on the first reply.
Check the damage before refunding
See the item and the packaging before you approve a refund, a replacement, or a return.
Keep claims documented
Videos stay on the ticket, ready to share for carrier claims, supplier follow-ups, and quality reviews.
Key metrics that matter. What teams see after adding video to support.
- customer satisfaction
- 17%
- first contact resolution
- 53%
- replies per resolution
- −26%
- saved per agent/day
- 1 hour
Built for the requests retail teams get every day. From the doorstep to the checkout.
Damaged or wrong items
See what arrived, and how it was packed, before deciding on a refund or replacement.
Missing parts
Shoppers show what’s in the box, so you send the right part the first time.
Setup and assembly
Watch where they’re stuck, or jump on a live call to walk them through it.
Returns and condition checks
Confirm an item’s condition from a short video before you accept the return.
Checkout and payment errors
Shoppers record their screen when an order won’t go through, with the error on video.
Warranty claims
Keep a video of the fault on the ticket for your warranty and supplier records.
Video calls
Walk shoppers through setup, live
Start a call from the ticket. Shoppers join from their phone or browser and show you the product, and you guide them through the fix.
Learn moreVideo library
Answer setup questions before they become tickets
Record a walkthrough once and reuse it in replies, help articles, and product pages.
Learn morePart of the Screendesk platform. Recordings, live calls, and AI, connected to the tools you already use.
Questions from retail teams
Do shoppers need to download an app?
No. Shoppers open the recording link in their phone’s browser and record with the front or back camera. On a computer, they can record their screen instead.
Does it work with our helpdesk?
Yes. Screendesk works with Zendesk, Intercom, Help Scout, Freshdesk, Freshchat, and HubSpot. Agents send the link from the ticket, and the video comes back to it.
Can we request videos automatically?
Yes. Use your helpdesk’s triggers and workflows to send a recording request when a ticket is tagged as damaged, missing, or a return.
Can we share videos with carriers or suppliers?
Yes. Each video has a share link, and you can choose whether anyone with the link or only your workspace can open it.
Can shoppers talk to us live?
Yes. Start a video call from the ticket, or share a booking page so shoppers can pick a time with the next available teammate.
AI
Smarter support, powered by AI. Every video arrives explained.
Understand every video instantly
AI summarizes what the shopper showed and said, so agents know what happened at a glance.
Transcripts without the rewatch
Every video is transcribed, so agents can skim what was said instead of replaying it.
A suggested next step on the ticket
On Zendesk, AI Resolve posts a private note with what happened and what to do next, for your agent to review.