Case Study: Financial Loans Company reduces support handle time with Upscope

Financial Loans Company - Customer Case Study

Financial Loans Company supports a largely non‑technical and older customer base by phone, which made call handling slow and complicated. To supplement voice support they deploy Upscope’s support code for live visual guidance, and their teams face information overload from multiple apps that makes a simple visual aid particularly valuable.

By using Upscope, agents can co‑browse and visually direct customers (while customers still complete legal forms themselves), which unexpectedly reduced rather than increased handle time — making Upscope an essential tool for the company. The team also plans to trial Upscope’s screenshots feature to further streamline support, and overall the vendor’s visual support has measurably improved efficiency and agent effectiveness.