Request for Assistance from an Agent 

Use

As a customer, you can request for assistance from an agent. The possible circumstances include the following:

·        Informational assistance - You can request for additional information, for example on the products being sold in a Web shop or about the company. The agent can then answer to your query or can send the necessary files and URLs.

·        Navigational assistance - If you cannot find the desired information or item in a Web shop or you have problems navigating through a Web shop, you can request to co-browse with an agent.

·        Sales order assistance - You might have problems while checking out an auction or having difficulty either placing the order or while processing a particular payment method. You can request for assistance to finalize a sale.

·        Administrative assistance - You can request for assistance if you have trouble with basic self-service functions, such as maintaining personal data or with the log-in password.

Integration

When you request for assistance, certain other internal information is also sent to the agent if available. For example, the Product ID is available only if you are currently viewing the details of a product in the Web shop.

·        Business partner ID

·        Web shop ID

·        Product catalog ID

·        Product catalog variant ID

·        Product catalog hierarchy area

·        Product ID

·        Shopping basket details

·        An indication of whether the customer is currently looking at the Internet Sales log-in page.

The agent can then use this information for additional research and to respond quickly.

Prerequisites

In a B2B scenario, you need to log in to the Web shop and in a B2C scenario, customers can directly request for support without a login.

Features

You can use one of the following ways to request for assistance from an agent.

·        Leave a call back to an agent. You can request the agent to give you a call. The agent will call you at the number you specified to answer your queries.

·        Write an E-mail to an agent. You can write an E-mail to the agent if the response is not time-critical and real-time assistance is not required.

·        Call an agent on the computer - You can request the agent to call you on your computer, through Internet telephony. This is based on the Voice-over Internet Protocol (VoIP) technology. Internet telephony allows you to converse with an agent over the same computer connection as the Internet connection. You need speakers and a microphone to communicate.

·        Chat with an agent. You can request to chat with the agent. The agent will respond directly to your questions. You can also request to chat with an agent you previously chat with. This is especially useful in cases where the communication was disconnected.

·        Request for files or Uniform Resource Locators (URLs) from an agent - You can exchange files during your chat session. For the files received from the agent, you must have the appropriate application installed to view the file. For example, you must have Acrobat Reader to view a .PDF file.

·        Co-browse with an agent on your computer. You and the agent can browse through the same Internet session. This allows the agent to give you navigational assistance through the Web shop.

You have problems creating an order. If you choose to co-browse, the agent can see the same Web page you are currently viewing. This helps the agent to guide you in creating the order. However, an agent cannot view sensitive information like the credit card details or the password.

Co-browsing must be used with other communication methods such as chat or telephone, so that you can discuss the shared session. Co-browsing is currently available only with a partner solution.

Activities

To use the communication channels of Live Web Collaboration in a B2B scenario, a customer must log-in to the Web shop. In the B2C scenario, customer may or may not log in to request support.

To access Live Web Collaboration in a Web shop, click Help. In a new Web browser, the SAP Internet Sales - Help page appears. Click Customer Support.

As a customer, you can now request an agent for any kind of support.