Customer says "it's not working" and then we go back and forth for 15 emails before understanding the actual problem
We sell a SaaS tool for Shopify stores. When customers hit a bug or can't figure something out, they email us "it's not working." Then starts the endless back and forth. By email #8 we finally understand the problem and fix it in 2 minutes. The actual issue resolution takes no time. The diagnosis takes forever because we can't see what they're seeing.Is there a support tool where you can just see the customer's screen during a live chat without asking them to download anything?