Currently the Self Service function collects the client context on the visited pages only on chat initialization. In some case like, like web retail representative customer assistance scenario, it would be profitable that all visited pages are recorded and displayed to the agent while chatting with the customer. Therefore the client can be browsing and the agent could provide better assistance and suggestion. This would promote better better client purchase experience and possible increase revenue.
Under Review
Ideas Administrator

This item is currently under review by our product management team. Please continue to add comments and discuss use cases on this thread to help us understand your needs!



This can definitely enhance the end-user (customer) experience and adds value to the customer service (or sales) representative interaction with that customer. Goes beyond the basic knowledge of where the customer is "coming from", they can be accompanied along the whole discussion.

Category: Omnichannel for Customer Service