Case Study: Square cuts onboarding call time by 27% with Upscope co-browsing

Square - Customer Case Study

Square, a financial services and mobile payments company, needed a frictionless way to onboard and support busy customers using its feature-rich payroll systems. To reduce the time and friction of teaching users a complex interface, Square adopted Upscope’s co-browsing solution so their onboarding team could guide clients through the software without any downloads.

Using Upscope’s no-download co-browsing, Square’s onboarding team now walks customers through payroll features in real time, cutting call times from about 30 minutes to roughly 22 minutes (around a 27–30% reduction) while maintaining support quality and accelerating onboarding. Upscope’s tool made interactions faster and more effective, measurably improving Square’s onboarding efficiency.

Square

Cainen Gerety

Sales Manager