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SaleMove 101 - Using OmniBrowse in your CRM

SaleMove 101 - OmniBrowse Training for Operators

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Overview

SaleMove's Operator training will allow you to become a professional at using SaleMove's OmniBrowse platform in 15 minutes or less. It is recommended that you move through the lessons in this course sequentially.

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Table of Contents

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Lesson 1: Intro to OmniBrowse

OmniBrowse provides you with much needed context to more efficiently handle sales and support calls with your customers. Embedded directly within your CRM, OmniBrowse enables you to marry the customer’s web session with the phone call in just a couple clicks.

Live Observation and dual-cursor CoBrowsing create a more engaging and effective conversation, as you walk customers through online processes, such as completing a quote or application, updating their account, and more. The best part of it all? You’re no longer flying blind!

For the customer the experience is completely seamless, whether on desktop or mobile, with no downloads or installations required.

Watch it Live!

Check out this quick video to see it in action.

 

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Lesson 2: The Use Cases

(A) Known Visitor Use Case

An identifier is used to connect a customer on the website with their record in your CRM (whether that’s the account, lead, contact, or some other object).  This allows the agent to begin observing the browsing session of the visitor within their record without requiring any additional information. CoBrowsing can be initiated as well if needed. 

Watch it Live!

The Story: On the left-hand side we see the operator using Salesforce (though this could be any CRM). The customer (on the right) has just started to fill out a Credit Application on the website and called in for assistance. While on the phone, the operator requests the customer's email address to look them up in the system. After pulling up the record in Salesforce the operator scrolls down to the OmniBrowse section to begin observing the customer's web session and offers CoBrowsing. The customer clicks to accept and now the operator is able to guide them through the rest of the application.

Check out this quick video to see it in action.

 

KNOWN VISITOR USE CASE 

 

[Left: Operator]                                          [Right: Customer]

Please note, the videos are illustrative, and may differ slightly depending on the CRM configuration at your organization. Have questions? Contact your manager for specifics about your implementation.

 

 Step-by-Step:

1. Navigate to the customer’s record and scroll down the page until you reach the OmniBrowse section within the record. Here you can observe the customer’s session.

2. Click “Offer CoBrowse” to begin a dual cursor navigation session with the customer. This allows you to help navigate customer’s around the site.

3. When you’ve finished assisting the customer click the red “End” button in the top right corner to end the CoBrowsing session.

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(B) Unknown Visitor Use Case

This scenario occurs when the customer’s information has not yet been passed from your website to your CRM or they are otherwise unidentifiable. The agent is able to connect with the customer using a personalized code generated by a simple keyboard command on the visitor side.

 

Watch it Live!

The Story: On the left-hand side we see the operator using Salesforce (though this could be any CRM). The customer (on the right) has just started to fill out a Credit Application on the website and called in for assistance. While on the phone, the operator instructs the customer to hit ctrl+y on the keyboard to generate a personalized code. The customer reads the code to the operator to input into the system and the customer's web session appears. The operator can now offer to CoBrowse and help guide them through the application process. 

Check out this quick video to see it in action.

 

UNKNOWN VISITOR USE CASE

 

 

[Left: Operator]                                          [Right: Customer]

Please note, the videos are illustrative, and may differ slightly depending on the CRM configuration at your organization. Have questions? Contact your manager for specifics about your implementation.

 

 Step-by-Step:

1. Instruct the customer to hit ctrl+Y on their computer.

  • This is the primary way to trigger the Visitor Code. In other cases there may be a custom button installed on your site that you can describe to the customer. If the customer is using Microsoft Edge they can use ctrl+B.

2. Have the customer read off the 5 digit code and enter it into the spaces provided in the OmniBrowse section of the CRM record.

3. You’ll now be able to observe the customer’s web session.

4. Click “Offer CoBrowse” to begin a dual cursor navigation session with the customer. This allows you to help navigate customer’s around the site.

5. Once the customer clicks “Accept” the modal will move from obstructing their view of the webpage and you can proceed through the online flow.

6. When you’ve finished assisting the customer click the red “End” button in the top right corner to end the CoBrowsing session.

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Lesson 3: Intro to CoBrowsing

CoBrowsing creates a more engaging web session for you and your customers. You can help navigate, fill out forms or complete other processes on your website as if you were sitting side-by-side with the customer. When CoBrowsing is offered to the customer they’ll see a disclaimer to address any potential security concerns they may have:

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As indicated in the disclaimer, the CoBrowsing capability will only be enabled for you on your organization’s website. If the customer has other browser windows/tabs open (such as their email or bank accounts), or documents on their computer, you will be unable to view those.

 

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Lesson 4: Logging In

There is no additional login required to use OmniBrowse as the tool is accessed within your CRM. You’ll be able to utilize the OmniBrowse capabilities using the same credentials you use to access your CRM today.

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