Sarah will respond to customers’ requests for assistance, be it by telephone or interactive chat. That assistance may include helping a customer use certain site features, locate a product they wish to purchase, dealing with order cancellation or returns, and so on. While, as we discussed earlier, Sarah has access to two user interfaces to carry out her work, she will spend most of her time logged in to the Assisted Service Module, because that tool allows her to be paired with a customer in real time to tackle their issues.
Sarah Interacts with a Customer using the ASM – Demo
The following demo illustrates Sarah’s actions during a phone call with a customer who is having difficulty figuring out how to complete their purchase.