Step-by-Step guides

Key Benefits

Helps guide Agents through key procedural processes guiding them to complete necessary fields while on contact with a customer. Screen can change dynamically as the Agent and customer complete key information fields.

Agent can see onscreen current progression through process and provides clarity on detailed or complex procedures by breaking these down into each step while with the customer, rather than Agents having to refer to other documentation while the customer is kept on hold or waiting for a response.

Can support new Agents with clarity on processes and capture information needed from the customer in a structured way.

How does it work?

While the Agent is logged into SmartAgent or Amazon Workspace they can have step-by-step guides appearing onscreen to guide them through a particular process. The Agent can select from a range of available step by step guides which can be customised with your corporate branding, images or content.

Each step in the guide can be a mix of procedural information, dropdown selection options or have mandatory fields that must completed before the next step in the process becomes available.

The guides can cover typical tasks, procedural information or be linked to existing orders the customer has in your systems. Each step in the guide is designed by you so you can make it as simple or as detailed as required. You can make fields mandatory in order to move to the next stage of a process if required.

How to enable this feature?

This feature will require configuration and integration into your existing setup. We would recommend contacting your Customer Advocate if you are interested in finding out more about this optional feature.