Following are the tasks that can be performed using customer care.
Getting started
- Making your browser compatible for customer care
- Registering a CSR to use customer care
- Logging on to the customer care workspace
- Selecting preferred queues
- Removing a queue from your preferred queues list
- Handling security warnings
- Exiting the customer care workspace
Viewing customer information
- Monitoring customer activity at the Web site
- Monitoring customers waiting for help
- Viewing the list of customers at the Web site
- Assigning a customer to a different queue
- Viewing a customer segment for customer care
- Viewing the shopping cart contents
- Initiating a chat with a customer at a Web site
Communicating with customers
- Starting a help session
- Participating in a help session
- Chatting with customers
- Serving a customer out of sequence
- Viewing a customer's Web page
- Sending Web pages
- Ending a help session
- Managing multiple customer care windows
- Managing multiple customer care sessions