1. Confirm the customer has a smart phone.
- If yes, continue below.
- If no, go to the next step in the main troubleshooting flow - Step 5.
2. Offer to initiate a Fox Assist session.
- Introduce Fox Assist to customers in your conversation with them, advising how this may help speed up the troubleshooting process.
- Example script below:
“I can send you an SMS to your mobile phone to join a Fox Assist support session where you can show me what you are seeing. Only your rear facing camera will be in use during this session, so neither of us will be on camera and it will allow me to potentially solve the issue right now."
3. Set up a Fox Assist session.
- Ask the customer if they would like to receive the SMS with the link to the Fox Assist support session.
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- If the customer agrees, proceed to initiate a Fox Assist session as described below.
- In the event the customer does not want a Fox Assist session, confirm that you will be continuing with the usual troubleshooting process. Go to Step 5.
- Initiate a Fox Assist session.
Note: You will need to be logged in to the Fox Assist tool via the desktop icon. To log in to Fox Assist, use your Foxtel credentials. The login will timeout after 30 minutes with no activity, so you will need to ensure you refresh your login when Fox Assist is not in use.
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- Launch a Fox Assist session from your open case in Customer 360 and copy the URL by clicking the link button from the CareAR application.
- Paste this URL into the FoxAssist Session URL field in your Customer 360 case.
- Once this is done, navigate to the Send SMS screen and select Technical.
- Select the CareAR Session Details SMS template to send an SMS to your customer, which will have the link to the Fox Assist session.
- Once the customer has confirmed they have received this SMS, advise them to click on the link.
- This will open up a webpage containing terms and privacy statements, which the customer must agree to accept, before you can start the Fox Assist session with them.
- Once the session has been initiated, direct the customer to point their phone camera to the specific area on the box, TV or modem to be inspected.
- Continue with the troubleshooting process from Step 5.
4. End of Fox Assist session.
- Once the troubleshooting has been completed, you can disconnect from the session and proceed to Step 7 in the troubleshooting flow.
- If the customer wants to disconnect from the Fox Assist session any time before this stage, they can do so. All they need to do is to just select the disconnect button on their phone and the video call will end.
- Once the Fox Assist session is completed, all the previous uses of the tool in the Customer 360 case can be viewed under 'Fox Assist Session Details'.