With our revamped SeeSupport solution, your Agents can more quickly solve problems for consumers, to help you both boost consumer satisfaction and retention and lower costs associated with support delivery. By solving issues remotely in real-time, you can dramatically decrease the number of product returns and on-site field service visits.
What is SeeSupport?
SeeSupport allows Agents to instantly see a live visual of a consumer’s problem via the consumer’s smartphone or tablet camera.
Getting Started with SeeSupport
When an Agent designated as a “Restricted Agent” user logs into your company’s Support.com Cloud tenant, they immediately reach SeeSupport.
Click the links "Android Connection Guide" or "iOS Connection Guide" on the bottom of the screen to open connection guides in a new tab.
Click the green “Start” button to begin the process of connecting with a consumer. SeeSupport generates a Connection Code.
The consumer inputs this code into the Support.com Connect app on their smartphone or tablet to begin the SeeSupport session.
The Agent has two options to provide the consumer with the Connection Code and a link to the Support.com Connect App.
- SMS Invite: Enter the consumer’s phone number and click the green “Send Invite” button.
- Email Invite: Enter the consumer’s email address and click the green “Send Invite” button.
Agents toggle between the two choices by clicking the gray “Email” button when SMS Invite is selected (default), or pressing the gray “SMS” button when Email Invite is selected.
After the Agent invites the consumer, SeeSupport displays the consumer’s platform OS and version number.
If you have questions about this tool or need help to implement it, contact the Help Desk.