Preparation
On your WEB site, the internautes can ask assistance
from an agent by clicking on the "chat"
button, for instance. From that moment, the agent
invites the client to a private demonstration by
e-mailing or sending via Skype
an invitation by a click or simply by showing an
icon for a direct connection to a meeting room.
Voice is broadcasted by telephone or even through
Skype. As
usual, the meeting room's customization with your
logo and an adapted screen saver creates a friendly
environment. When the agents are absent or outside
the working hours, clients might consult, in broadcast,
pre recorded assistance capsules. In fact, the list
of available video clips might be displayed on the
WEB page, in the main entrance to the meeting room.
Progress
When doing a private
demonstration, Conferenceware's mainly used functionality
is the screen sharing. It is used to make a software demonstration
or sharing documents. Also, the presenter may send files and
even a WEB page. If the need arises, another presenter, like
a specialized technician, could join the WEBconference. Even
more, a participant that may download on his/hers PC the Conferenceware
trial software, could share his/hers own screen with an agent
that could detect an error while manipulating it. At the end
of a session, the client might be asked to share his/hers level
of satisfaction by the means of a question addressed on that
regard.
Follow up
The systematic
recording of service WEBconferences and the possibility of editing
its contents, with the objective of only saving the relevant
segments, contributes to the constitution of an audio visual
knowledge base. This is the first material of a training program
in eLearning for your
own agents along with a contextual help capsules library, on
self-service. Thanks to the reports, the person responsible
for the service might follow, daily, the client's level and
mobilize his/hers team on a continuing improvement dynamics.
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References
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