The Assisted Service Mode (ASM) aims to improve customer satisfaction. Technically, it's an overlay on the site’s front end. It allows customer support staff like Sarah to offer real-time sales and service support to customers by navigating the same storefront as the customer she's interacting with.
The Assisted Service Mode allows Sarah to:
- Locate and join an existing customer session on the site.
- Create a customer account for them if they don’t already have one.
- Act on the customer’s behalf throughout the customer support session. For example, placing the best-matching products into the customer's cart, completing a purchase, processing a return, or updating the customer’s profile.
Accessing the ASM from the Backoffice Customer Support Cockpit
Sarah can click the 
button to launch the ASM from the Backoffice Customer Support Cockpit.
Accessing the ASM by amending the Storefront URL
The support staff can also access the ASM directly by adding a parameter to the website URL:
?asm=trueFor example, to use the ASM on the Electronics storefront, the CS Agent would use the following URL:
https://YOURWEBSTORE/electronics-spa/en/USD/ ?asm=true
Customer Support Managers have additional permissions to finalize and place an actual order.
The Assisted Service Mode User Interface
The Assisted Service Mode (ASM) UI appears as a header above the customer-facing website. Whether the agent accesses the ASM via the CS-Cockpit or has amended the URL to access the ASM, the UI initially displays a login form for the customer service agent to enter their credentials.
Note
Many customers implement a Single-Sign-On solution that makes this extra step of entering credentials in the ASM unnecessary, when support staff access the ASM from the CS-Cockpit.
After login, Sarah can search for a customer by name or click the Customers button to select pick-up-in-store customers or recent customer sessions. It is also possible to search by order-ID.
When a customer is selected, the ASM logs her in, and Sarah is informed that customer emulation has started and that her actions will affect the customer’s account until the session ends by timeout or by using the End Session button.
By clicking Customer 360°, agents can access a dedicated area to gain further insight into the assigned customer and recent activities. The entire ASM area on top is only visible to the support agent, for example, Sarah, not to the customer.
The Customer 360° View
The Customer 360° View provides several context-rich tabs for a quick overview of the customer, profile, recent activities, and nearby stores. It also enables Sarah to activate coupons and promotions specific to the customer.
Let’s look at the tabs one by one. The majority is self-explanatory:
The Overview Tab
It contains details of active as well as saved customer carts.
The Profile Tab
Provides addresses, phone, and credit card information of the customer.
The Activity Tab
Provides an overview of carts, orders, and tickets, including their current status, with links for the agent to open and process them directly for fast, context‑rich support.
The Feedback Tab
Shows details of tickets and reviews of the current customer.
The Store Locations Tab
It lists nearby store options near the customer's location, so the customer can see and buy the product in person or choose in‑store pickup for an online order to avoid shipping delays.
The Promotions Tab
It lists all coupons support staff like Sarah can apply to the customer’s cart, along with active promotions and customer coupons that can be assigned and redeemed when applicable. This allows for targeted support and personalized offers.
The promotions listed here are available only during an active support session in the ASM. They can be assigned directly by Sarah to the current customer.
Example: The Sarah can offer a 5 % discount on the cart.
The Promotions tab also offers 2 types of coupons exclusively available in ASM to enhance the customer experience:
- An agent can assign an "incentive" coupon directly to the customer's cart during the ASM session, typically to offer a gift product or free shipping. The product is instantly added to the customer’s cart after assignment.
- Customer coupons: After Sarah assigns them to the customer, they become available in the My Account area under My Coupons (1). The listed customer coupons hold details and provide status notifications regarding approaching expiration dates (2). The customer can choose to redeem them for as long as they are valid.
Sarah Interacts with a Customer using the ASM
The following demonstration showcases Sarah’s actions during a phone call with customer Haru Tanaka, who is experiencing difficulty completing his purchase.
Summary
- Support agents can locate existing customer sessions, create new accounts, and act on behalf of customers to manage carts, complete purchases, or update profiles.
- ASM ensures personalized, context-rich support by allowing agents to see exactly what the customer sees while providing additional tools to resolve issues and incentivize purchases through targeted promotions.
- The Customer 360° View offers a comprehensive dashboard with tabs for customer details, activities, feedback, close store locations, and available promotions.
- The ASM can be launched from different places in the Customer Support Cockpit, or by adding ?asm=true to the storefront URL.