What is WatchMe?
WatchMe is a visibility and enablement platform that helps support teams and users work better together, eliminate collaboration delays, and close support Cases in less time. It infuses ordinary Cases (or any object) with live video, on-demand Debug Logs, and (for SightLane customers) custom auditing data from monitored processes.
Best of all, there is little to no need for issue discovery meetings "recreation" of User issues in lower environments or run-away email threads. WatchMe gives Users a much simpler way to tell their stories while giving support agents the tools and data details they need to understand and solve user issues quickly.
How does it work?
WatchMe allows companies to enhance their existing processes and configured Salesforce applications. As such, it can work in many ways. Following is a "typical" example of WatchMe for User support.
When a User enters a new support case, the admin reviews and determines if more information is required. If so, the admin requests a new WatchMe from the User in just two clicks. The User then records a WatchMe video, demonstrating exactly the issue they are experiencing in the production environment. While the recording is happening, WatchMe is creating and capturing Salesforce debug logs "on the fly." When the WatchMe is complete, it is assigned to the original case, and the admin now has everything they need to dig right in and find the root cause of the issue.
While it is certainly encouraged where appropriate, notice that the Admin and the User roles have absolutely no dependencies. No need for emergency meetings. No issue recreation sessions. The admin knows exactly what happened in production and has all the tools they need to get right to work.
What's the goal?
WatchMe customers need Users to stay on track with critical business tasks. Describing the issues they are experiencing and coordinating with the support team needs to be easy and fast. WatchMe eliminates the collaboration bottlenecks and distractions that keep Users from their daily work during the support process.
Meanwhile, the support team needs to understand and resolve issues (e.g., closed Cases) in the shortest time possible. To accomplish this, they need to easily understand what the User is experiencing while also gaining access to the visibility tools and data details that help them solve and fix breakdowns in the business.
With WatchMe, users and admins coordinate more easily, cases are closed faster, and the business stays focused with fewer disruptions, greatly reducing support costs, delays, and frustrations.
Summary
This article gives just a brief overview of WatchMe and describes how it can create easier and faster User support processes in your business. But that's just one of its tricks. WatchMe can be used in feature rollouts and User training, solutions testing and QA practices, even as a replacement for (or addition to) standard Case records. More on these later. For now, we hope this has given you a starting place for thinking bout how WatchMe can improve your business and take care of your team. For more, read on in this section and get started with WatchMe today!