Support Customers 

Use

As an agent when you receive a customer request, you can view all the previous business activities with this customer. For example, the sales orders placed by this customer and the previous requests made by this customer.

In order to support customers, you can:

·        Reply to the E-mails written by customers. For more information, see the section E-Mail Inbox in IC WinClient.

·        Chat with online customers.

·        Answer the call back requests either on a telephone or through Internet telephony.

·        Exchange files or Uniform Resource Locators (URLs) with customers.

·        Search the solution database for existing solutions to customer problems there by reducing the research time.

·        Play back a customer’s actions on a Web shop. This helps the agent to identify the problem and assist customers better.

·        Co-browse the same Internet session thus providing navigational assistance. In other words, agents can remotely navigate through a live Internet session of a customer simultaneously with the customer.

There are various advantages if a customer and agent use a single session. For example:

                                                  i.       Customer can point out items on the page to the agent in order to ask questions

                                                ii.       Agent can walk the customer through the Web shop.

Co-browsing is usually used along with another communication method, for example, chat or telephone. This allows the customer and the agent to discuss the shared session.

Co-browsing is available only with a partner solution. For information on how to use this feature, see documentation of the partner solution you use.

When you finish supporting a customer, a record of the communication is automatically maintained in an activity. For example, if you provided support through a chat session, the chat text is maintained for reference. You can annotate the interaction history in the activity.

Prerequisites

·        You have SAP Logon system installed on your computer.

·        You know the name of the Application Server and the System Number of the CRM System to which you want to connect.

Activities

       1.      In the CRM System, go to the transaction CIC0.

The Interaction Center screen appears.

       2.      Click Live Web Collaboration action box. For example, ISA LWC.

This name is assigned to an action box while configuring Live Web Collaboration.

       3.      Click one of the following:

SUPE -Agent Supervisor to view the Supervisor desktop.

AGNT -Agent Desktop to view the Agent desktop

If you are accessing Live Web Collaboration for the first time, then the NetMeeting dialog appears. If you want to use the Internet telephony customer support feature, enter the required details and follow instructions in the wizard.

The Agent Desktop or the Supervisor Desktop page appears accordingly.

       4.      On the lower-right corner, click Make Available.

You can now answer to customer requests.