Follow

SaleMove 101 - OmniCore Training for Operators

SaleMove 101 - OmniCore Training for Operators

Border-non_white.png

Overview

SaleMove's Operator training will allow you to become a professional at using SaleMove's OmniCore platform in less than 30 minutes. It is recommended that you move through the lessons in this course sequentially in order to understand the ins and outs of using the platform.

Each section includes a quick video tutorial and links to relevant support articles that contain additional information on the topic(s) covered in the lesson.

You can use the links in the Table of Contents to jump to a particular section at any time, or if you are looking for a quick refresher.

 Border-non_white.png

Table of Contents

  • Lesson 1: Intro To SaleMove - Quick introduction to the future of live customer engagement utilizing OmniCore. 
  • Lesson 2: Customer Perspective - Gain insight into the experience that visitors to your website have when interacting with you via OmniCore.  
  • Lesson 3: Agent Perspective - Learn the basics, from logging in, to setting your availability, to observing visitors on your site. 
  • Lesson 4: Reactive Engagements - We'll walk you through the end-to-end flow of visitor-initiated engagements; starting with accepting the call, to tips and tricks for using Lightning Messages, and rich media upgrades designed to improve operator efficiency and create a better customer experience. 
  • Lesson 5: Proactive Engagements - Learn how to identify and target high-value visitors on your site and craft effective messaging to invite them to engage. 
  • Lesson 6: Mobile Engagements - See the difference in the engagement experience when visitors are on mobile devices and learn how to stay "on the same page". 
  • Lesson 7: Transfer Engagements - OmniCore's warm transfer functionality allows you to connect a visitor with the appropriate team or operator to resolve their inquiry. 
  • Lesson 8: Platform Tour - Learn about the other areas of the OmniCore platform, including Profile Setup, Statistics and Logs.
  • Lesson 9: Making Moves! - After completing training you're ready to customize your account, run practice engagements, and start interacting with your customers.

Border-non_white.png 

Lesson 1: Intro to SaleMove

Lesson 1 provides an introduction into SaleMove's philosophy on customer engagement, and how the OmniCore platform enables you to recreate the in-person customer experience online through interactive CoBrowsing and rich media engagements.

 

Watch it Live!

Check out this quick video to see it in action.

 

  

For More Information:

  • Check out our blog, for all things Customer Experience!  From our blog you can subscribe to our newsletter to stay up to date on the latest online Customer Experience information.

Back to Table of Contents

Border-non_white.png

Lesson 2: Customer Perspective

In this lesson you will learn what the desktop experience is like for a visitor on your site. How do they reach out for help, and what do CoBrowsing and rich media upgrade offers look like for them?

See how fast and easy it is for visitors to connect with experts on your site and have their questions answered with minimal effort.  All this with no downloads, no installs, and a friendly Agent on the other side to help them!

 

Watch it Live!

Check out this quick video to see it in action.

 

 

Back to Table of Contents

Border-non_white.png

Lesson 3: Agent Perspective

Learn the basics of the Operator application from logging in, to managing your availability, and observing site visitors--everything you need to know to start engaging with visitors to your website.

 

Watch it Live!

Check out this quick video to see it in action.

 

  

For More Information:

  • Managing Your Availability - How to set availability for various media, notifications for incoming engagements, and tips for going unavailable for a break
  • Visitor Information - Deep dive into the visitor list and understanding the information available

Back to Table of Contents

Border-non_white.png

Lesson 4: Reactive Engagements

Here you'll learn how to accept an engagement from a visitor and best practices for using context to create an effortless experience for the visitor. We'll walk through a typical engagement flow, using Lightning Messages, CoBrowsing, and Rich Media to drive the visitor through the web flow, all while establishing rapport.

 

Watch it Live!

Check out this quick video to see it in action.

 

 

For More Information:

Back to Table of Contents

Border-non_white.png

Lesson 5: Proactive Engagements

Here you'll learn how to utilize desktop notifications to target specific site visitors with proactive outreach. Observation provides the context that an Operator needs to customize an effective invite to engage visitors and prevent visitor drop-off and website abandonment.

 

Watch it Live!

Check out this quick video to see it in action.

 

 

For More Information:

Back to Table of Contents

Border-non_white.png

Lesson 6: Mobile Engagements

Here you'll learn how to identify mobile vs. desktop visitors, and tips and tricks for staying on the same page. Also, you will get a preview of how the OmniCore experience looks from the visitor's perspective.

 

Watch it Live!

Check out this quick video to see it in action.

 

 

For More Information:

  • Mobile Engagements - Read through more tips on how to provide the best experience to your mobile customers

Back to Table of Contents

Border-non_white.png

Lesson 7: Transfer Engagements

Here you'll learn how to transfer an engagement to a colleague or another team. The seamless transfer function ensures that the visitor is not starting back at ground zero with the new operator, as he or she will have full context of the situation through live observation, and a transcript of the conversation.

 

Watch it Live!

Check out this quick video to see it in action.

 

 

 For More Information:

  • Transferring Engagements - review the step-by-step process for transferring a visitor, and how rich media impacts the process

Back to Table of Contents

Border-non_white.png

Lesson 8: Platform Tour

Here you'll learn more about functions of the Operator console, including the Profile, Logs, and Statistics section. You will want to review this section before getting your account set up and fully personalized.

 

Watch it Live!

Check out this quick video to see it in action.

 

 

For More Information:

  • Profile & Account Setup - follow the steps in these articles to fully personalize your account with a photo, secure password, and phone number. Get started with Invites and Lightning Messages to increase your efficiency.
  • Basic Statistics and Engagement Logs for Operators - understand the information displayed in the Statistics and Logs sections.
  • Manager Exclusives - learn more about Advanced Statistics and Logs for users with Manager or Super Manager permissions.

Back to Table of Contents

Border-non_white.png

Lesson 9: Making Moves!

Here we'll walk you through the Account Setup process to prepare you for live engagements with your site visitors.

Time_to_make_moves.gif 

Account Setup:

 

Have Questions?

Contact your SaleMove Success Manager using the help button in the platform.

 

Back to Table of Contents

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments