Case Study: Docketly cuts support call time from up to 60 minutes to 15 minutes with Upscope

Docketly - Customer Case Study

Docketly, a smart appearance counsel solution for high-volume law firms, faced lengthy setup and troubleshooting calls that required support staff to identify elusive root causes. To speed resolution and improve onboarding, Docketly implemented Upscope’s co-browsing/screen-sharing capabilities so agents can instantly see what customers see during support sessions.

Using Upscope, Docketly agents can walk users through problems in real time and employ tools like the highlighter pen to show exactly where to click. The result: Upscope eliminated much of the guessing game and cut typical call times from 45–60 minutes to about 15 minutes, dramatically improving support efficiency and customer experience.

Docketly