Customer Service Agents (CSAs) in today's Call Centers require integrated tools to help them assist the end customers. This enables them to drive up customer satisfaction, whilst at the same time driving efficiency gains into the Call Center. A CSA who is supporting a customer on a phone call can often significantly reduce their Average Call Handling Time (AHT) if they can see for themselves the problem that the customer is having on a webpage or mobile application. By being able to see and interact with the customer's view, without requiring any downloads or plug-ins by the customer, the CSA can direct the customer to the quickest resolution.
Using the co-browse-only functionality in Live Assist for Dynamics 365, a CSA who is on a phone call with a customer can easily direct the customer to the co-browse option. They then exchange a unique code with the customer to enable the CSA to co-browse with the customer, speeding up the time taken on the phone call and increasing customer satisfaction.
Enabling Shortcode Co-browse
- All newly created organizations from the April 2018 Release (v3.7.0) are granted access to the shortcode co-browse feature.
- Existing organizations need to Contact Support to request that the feature is enabled.
Using Shortcode Co-browse
To enable shortcode co-browse functionality on your website, complete the following.
See also: Agent Guide - How to Use Shortcode Co-browse
- Add the Live Assist for Dynamics 365 shortcode tag to your web pages.
The shortcode co-browse tag is available from your Live Assist for Dynamics 365 Admin Portal.
- Provide a button or link for the visitor to click to invoke the code.
You need to provide an implementation to display a shortcode for the visitor to read to their CSA.
For an example, see Shortcode Co-Browse API