Live Assist focuses on the app and pages where the agent needs to have access. Accessing the customer’s device may create liability and most customers will not want to risk providing this type of access to agents.
If there is information outside of the browse window, a software download would be required to provide the agent access beyond the browse window. Most customers are reluctant to download additional plugins or other software for customer service help activities.
CaféX provides secure data transfer for circumstances where sensitive data is not masked, such as helping a customer fill out social security number or bank account information.
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