Upscope Alternatives & ReviewsUsed by 83% Professionals

Upscope Reviews

Free | Paid

4.5

/5

(Alternatives.Co rating)
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  • Windows

Upscope is a secure, and interactive co-browsing application. You can collaborate with your teams remotely, communicate with customers in real-time, and solve complex problems with ease. This is the most sought-after solution for enhancing the customer experience in industries such as healthcare, finance, and SaaS.

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Alternatives.Co has rated
Upscope
4.5
Select Application
  • 4.7
  • 4.4
  • 4.4
G2
4.7
Top Comments by G2
Positive Comments
  • Steven V.Operations Specialist 2
    Review
    5.0

    I used to work for a financial company that insisted we use their outdated screen sharing software to close loans. It was a PAIN to go through this process since it required the customer to provide us a remote sharing code which would often be incorrect or time out. It just makes sense to automatically connect to your customers screen by just clicking on their name within the search feature. I'm now able to effectively communicate to the customer what they're doing wrong without the awkward back and forth of securing a screen sharing code or the awkward silence waiting for the screen share to actually load. Often, I'm able to quickly tune in to what the customers seeing without even needing to ask for a minute to open up their screen. Extremely impressed with upscope At times, I'll be on the phone with a customer and Upscope doesn't show that they're online. I'm sure theres a workaround to this but not too sure what that would be. Solving customers issues after we upgrade our platform and change where certain features are.

  • Verified User in Health, Wellness and FitnessSmall-Business(50 or fewer emp.)
    Review
    4.0

    Upscope is a good tool to use to assist members and be able to view their screens. It's easy to guide members to the shortcut to initiate the screen share. It's great that we can change the colors of the mouse or highlighter to help members see what we are doing or what we need them to do. Since we have to get special permissions to use upscope it's frustrating when the team is not added correctly and causes login issues. It's not easy for IT to reset the password or access if representatives have issues accessing upscope. Upscope makes it easy for us to work with members to obtain screen shots for issues on our website. It's beneficial because it makes it easy for representatives to get the needed information without the member having to do much if any work.

  • Mike N.Customer support
    Review
    5.0

    Issues can be solved quickly and easily with clients who are not tech savvy. Video and audio quality is good. The feature for us navigating through their screen is great. There is nothing that needs to be downloaded from clients end, it can be used straight away Nothing much to dislike. Integration is working, and it does its job. We find it helpful for our team Some clients are not tech savvy, so they do not understand what needs to be done on their end which can be very time consuming for us. It's easily resolved with upscope with quick share-screen call which supports audio as well. The option (co-browsing) for navigating through clients screen is found very useful

Negative Comments
  • Verified User in Computer SoftwareSmall-Business(50 or fewer emp.)
    Review
    5.0

    Upscope provides ease and stability with great service. I have reduced my onboarding from 30 minutes to 20 minutes. My customers are not as confused due to me being able to see their screen and show them exactly where to go. When using Upscope I find my users offline, even though they are already signed into their account. There could be times when I am trying to quickly do an onboard or solve a problem and they are showing not online. Provides reliable service with an amazing product. UpScope is fast and reliable with a product that has helped me reduce my onboarding times. It is great for someone who needs visual and hands-on ability. It helps in ensuring that the viewer fully understands. I like that you can highlight their screen or you can even take over their screen and use their mouse. That was a great improvement. I am reducing my calls with new clients. I am able to view their screens and quickly show them how to use their account. This is a great hands-on tool for me and my company to use. We use this for training new employees on how they can make their onboarding process easier.

  • Michael Z.Sales Manager
    Review
    4.0

    I like how easy and fast it is to use, and how easily it integrates with our company! The other thing that is very helpful is being able to show them exactly what you want them to click by highlighting it or circling it so they can see what it is you are explaining to them. I do not like the random accounts you can choose from when you first pull up Upscope. It's a very limited number. I think it would be better if it were all accounts in alphabetical order, however, I understand the bandwidth concern. The only thing I would consider is upgrading your servers to be able to provide more information at once. I know software engineer so I really don't even know if that is the answer. I have found it very beneficial to get on the same page with the customer and walk them through exactly what you need them to do. Another thing that we are solving is finding bugs on our platform that we may have not noticed because we are watching the customer first hand and can verify when something is not working correctly.

  • Verified User in Health, Wellness and FitnessSmall-Business(50 or fewer emp.)
    Review
    4.0

    Upscope is a good tool to use to assist members and be able to view their screens. It's easy to guide members to the shortcut to initiate the screen share. It's great that we can change the colors of the mouse or highlighter to help members see what we are doing or what we need them to do. Since we have to get special permissions to use upscope it's frustrating when the team is not added correctly and causes login issues. It's not easy for IT to reset the password or access if representatives have issues accessing upscope. Upscope makes it easy for us to work with members to obtain screen shots for issues on our website. It's beneficial because it makes it easy for representatives to get the needed information without the member having to do much if any work.

GetApp
4.4
Top Comments by GetApp
Positive Comments
  • nadia p.Banking
    Review
    5.0

    No Comments

  • Thao N.Entertainment
    Review
    5.0

    We solve most of the problems our app faces through UpScope. It's extremely helpful to visualize in real time what our customers are doing.

  • Tiffany S.Automotive
    Review
    5.0

    I have used upscope for over 2 years and I love how easy and effective it is for me to use all the time! I am so happy our company switched over to Upscope to improve how we communicate with our customers in the most effective and easy way possible! It truly is a click away and makes my job so much easier. :)

Negative Comments
  • Bill C.Telecommunications
    Review
    1.0

    So far I am not impressed.

  • Alison P.Printing
    Review
    2.0

    No Comments

  • ELIZABETH H.Financial Services
    Review
    3.0

    But overall good tool.

Capterra
4.4
Top Comments by Capterra
Comments
  • Dan N.Customer Experience Team
    Review
    4.0

    Better customer support and training. Cowbrowsing straight from intercom is excellent. Would recommend upscope to anyone using Intercom to support customer UI interactions. Great tool!
    It is seamless with Intercom. A customer has a question and our team can be co-browsing with the customer in moments. Drawing on the customer screen to help them know where to click is very helpful.
    Every so often we get an "Upscope User Not Found". It is frustrating because we have come to depend and really value upscope. So if we are blocked from using it we have to revert back to the old-school screen share tools that require the customer to download a plugin. I have contacted upscope support regarding this issue and they were very responsive! They said that: "Sometimes the intercom integration will have problems if the user logs in from multiple computers / browsers. This can be fixed by telling Upscope who the user is with a unique ID. In a single page application, if you don't have identity information at page load, you can use the following method: Upscope('updateConnection', { uniqueId: 1234 }); Please only call this after the Upscope('init') function. By setting a uniqueID for the user (this can be taken from your own db, or it can be the user email if that's easier for you), we can tie all their sessions together and it would make the intercom integration more reliable. I hope this helps! Do let me know if this keeps happening even after doing this and I'll dig further." Sounds like there are things we can do to make it more reliable.

  • Melissa H.Director of Marketing
    Review
    4.0

    Good experience. Very easy to use program. Customer service is adequate, they were very helpful in the beginning when getting us set up, but since we have signed up for a year we haven't heard from our rep for a check in or to see if we needed anything.
    It allows a quick way to be able to share the browser window of our visitors, without asking them to download software.
    For us, we had imbedded windows within our website and it was a struggle to have those show through upscope. They did not immediately show for co-browsing (only showed as a big grey box), so it took a week or 2 to get those functioning. However, the rep worked hard to make sure every window was visible for us (I believe this took some adjusting on their back end and an extra API on our end).

  • Jonathan S.Product Manager
    Review
    5.0

    With the help of a developer it was so easy to get started. Upscope allows us the ability to see our customer's screen to help guide them through the process with one click. Combine Upscope + Intercom and you have an amazing solution to assist your customer remotely. Love it!
    Within a couple of minutes we were able to connect Upscope to our Intercom platform and start 1 click screen shares with our users with the combination of Upscope and Intercom!
    Initially they had a weird log in process but they have since fixed it now. I would like to potentially see more fun tools as the product matures to help us continue to create a great customer support experience.

  • Tiffany S.Support Tech Engineer
    Review
    5.0

    I have used upscope for over 2 years and I love how easy and effective it is for me to use all the time! I am so happy our company switched over to Upscope to improve how we communicate with our customers in the most effective and easy way possible! It truly is a click away and makes my job so much easier. :)
    Because we wanted an easier way to jump on a customer screen
    Upscope is easy to use and a click away from getting on a screen share with another user! It has improved our time to resolve issues and given us an advantage is the software industry!! :)
    That I am unable to drop down on clickable options!

  • Tracy P.MSSII
    Review
    4.0

    We're able to see what the member is doing or if they are in the correct place, then guide them through the process.
    It allows us to see exactly where the member is, as they don't always articulate where they're at in the process. I also like the ability to highlight or draw, so they can go straight to what I;m referring them to.
    The log in process... I have to find an old email and click on it, then enter my email , click on the link in a new email to get logged in to look for the member email I want to look at - all while a caller is waiting on hold for assistance.

  • Jonathan S.Product Manager
    Review
    5.0

    Simple one click screenshare through Intercom. Beautiful solution when done right.
    Perfect companion to Intercom. It is the most elegant simple way to one-click and view our users screen. We are a SAAS company and use Upscope daily and it is awesome value!
    As of right now there are a few features that I would love to see, however they have promised that there are some awesome updates right around the corner. But as it stands right now they provide exactly what we need!