Overview
The Cobrowse feature lets support agents securely view and interact with a customer’s Simplifi screen in real time, making troubleshooting faster and more effective by reducing guesswork and back-and-forth while improving first-contact resolution and customer satisfaction.
Before You Begin
Here are a few things you should know before you start the screen-sharing session with the customer:
Always ask for the customer's verbal permission before starting.
Clearly explain to the customer that you will be able to see their Quicken Simplifi app and all of its contents, and confirm that they understand and agree.
During the screen-sharing session, explain what you’re doing and why. This builds trust and helps the customer feel in control.
If you view or hear a customer’s personal information, such as passwords, bank identification numbers, or security answers, you must, without exception, complete the security breach form.
Once assistance is complete, promptly end and close the screen share session.
Note: Customers must be in the Simplifi web app to start a Cobrowse session.
Instructions
Create and save the corresponding ticket in TrendzAct.
Scroll to the Gadgets section and select Cobrowse.
Ask the customer for the support code shown on their screen.
Enter the numbers into the Session Code field.
Once connected, you will initially see only the customer’s browser screen.
Click on the double arrow to maximize the user’s screen view.
When finished, end the session by clicking the red button.
