Glia 101 - Using OmniBrowse in the Operator Console
Overview
Glia's Operator training will allow you to become a professional at using Glia's OmniBrowse platform in 15 minutes or less. It is recommended that you move through the lessons in this course sequentially.
Table of Contents
- Lesson 1: Intro to OmniBrowse - Quick introduction to the OmniBrowse system.
- Lesson 2: Initiating an Observation & CoBrowse Session with a Customer - Step-by-step instructions for using the tool.
- Lesson 3: Intro to CoBrowsing - Learn more about the CoBrowsing feature.
- Lesson 4: Logging In - You're ready to get started with OmniBrowse!
Lesson 1: Intro to OmniBrowse
OmniBrowse provides you with much needed context to more efficiently handle sales and support calls with your customers. 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: Initiating an Observation & CoBrowse Session with a Customer
When a customer calls in you can quickly pull up their browsing session to help guide them through your website. 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: A customer 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.
INITIATING AN ENGAGEMENT
Step-by-Step:
1. Instruct the customer to hit ctrl+Y on their computer. If on a mobile device, they can shake the device to generate a code.
- In case you forget, the instructions are listed beneath the code field.
- Alternatively, if your company is using an external identifier such as email address, phone number, or other ID code, you can request that from the customer.
2. Have the customer read off the 5 digit code and enter it into the spaces provided.
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:
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
To log into your account and get started guiding your customers please follow these instructions.
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