Screen-Sharing (co-browsing) with customers
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What: Co-browsing a customer's device with their permission, so that we can quickly determine the issue. Used typically for problems that aren't easily fixable via tickets back-and-forth, has already had too many contacts, due to the technical nature of the issue, multiple steps involved, or communication issues between us and them (eg: the customer isn't very tech savvy).
When: A situation which has been escalated to any staff member (SME, TL, etc.), with a case that's requiring further info for a quick resolution.
Why: To avoid further delays in getting the required details to resolve an issue.
Who: SME, TL, or any staff member.
How: Use a tool like ScreenMeet.com or TeamViewer.
NOTE: There's a limitation with ScreenMeet on iOS devices.