Screendesk

Company profile:

Startup name: Screendesk

Tagline: Resolve customer issues with full context

Elevator Pitch: Screendesk is a customer issue resolution platform for support, QA, and engineering teams. It helps teams collect no-download customer recordings, capture complete bug reports, start live calls, and share the technical context needed to resolve complex issues faster. Instead of chasing screenshots or unclear ticket descriptions, teams can see what happened, reproduce the issue, and move from customer report to resolution with full context.

Target Market: Support, QA, and engineering teams at SaaS and software companies

How will you make money?: Screendesk uses a subscription SaaS model for teams that need faster customer issue resolution, screen recording requests, live support sessions, and richer bug-report context inside their support workflow.

How much capital have you raised?: NA

Website: https://screendesk.io

City/Country: France

AI-assisted summary:

Screendesk is a Paris-based startup founded in 2022 that offers a video support platform designed to help customer service teams resolve tickets more efficiently through screen recordings and live video calls. The platform integrates seamlessly with popular help desk software such as Zendesk, HelpScout, and Intercom, requiring no downloads for users. (Source: https://screendesk.io/)

The Problem and Target Users

Customer support teams often face challenges in diagnosing and resolving technical issues due to limited information provided by customers. Text-based descriptions can be ambiguous, leading to prolonged resolution times and customer dissatisfaction. Screendesk addresses this problem by enabling support agents to request and share screen recordings and initiate live screen sharing sessions, thereby gaining a clearer understanding of customer issues. The primary users of Screendesk are customer support teams seeking to enhance their troubleshooting capabilities and improve customer satisfaction. (Source: https://screendesk.io/)

The Product and Key Features

Screendesk offers a suite of features aimed at streamlining the support process:

• Screen Recordings: Support agents can request screen recordings from customers directly within their help desk interface. These recordings automatically capture essential debugging information, including device details, console logs, network requests, and reproduction steps. (Source: https://screendesk.io/)
• Live Video Calls: Agents can initiate live video calls with customers to troubleshoot issues in real-time. These sessions support screen sharing, video, and audio, and do not require any downloads or installations. (Source: https://docs.screendesk.io/video-calls/start-a-video-call)
• Help Desk Integration: Screendesk integrates with platforms like Zendesk, Intercom, HelpScout, and Freshdesk, allowing agents to manage video interactions within their existing workflows. (Source: https://screendesk.io/)
• Customization and Security: Users can customize the recorder to match their brand and configure privacy settings, including requiring customer consent before recording. (Source: https://docs.screendesk.io/)

Business Model and Traction

Screendesk operates on a subscription-based model, offering various plans to accommodate different team sizes and needs. While specific pricing details are not publicly disclosed, the platform provides a free trial to allow potential customers to evaluate its features. As of now, over 500 companies, including notable names like Adobe and Retool, utilize Screendesk to enhance their customer support operations. (Source: https://screendesk.io/)

Expert Take

Screendesk effectively addresses a common pain point in customer support by facilitating clearer communication through video interactions. Its seamless integration with existing help desk platforms and the elimination of download requirements enhance user adoption. However, the platform’s success will depend on its ability to scale and maintain performance as it grows its customer base.

Note: Information based on publicly available sources at the time of writing, and summarized by AI.