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    Upscope docs

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    17 views17 pages

    Getting Started With Upscope

    Uploaded by

    Anand Padhiyar
    Upscope docs

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 17

    Getting Started With Upscope

    Steps to follow to get the most out of your co-browsing experience


    Table of Contents
    Installing

    Integrations

    Workflow
    Phone and support code
    Look up code
    Live Chat

    Team
    Who has access to where

    Training the Team


    Best practices

    [Upscope Set-up]
    Installation

    [Upscope Set-up]
    As simple as copy and paste
    as long as you have access to your website code, installing Upscope is super simple and
    requires a simply copy and paste of our javascript.

    Where do I find the code? Where do I paste it?


    <html>
    Your site's code
    To find our installation code, you'll need You can add the javascript anywhere on
    <script>
    to log into your account, then navigate the page, but if you want to integrate Upscope's script
    </script>
    to Settings > Installation. There you'' find Upscope with a live chat system, you'll
    a javascript code to paste on your have to add the Upscope javascript after </html>

    website. that of the live chat system you are using.

    If someone else will be installing We will send you an email once we detect
    Upscope, feel free to share with them Upscope is installed correctly!
    the installation page!
    Want a hand? Reach out to us and we'd be
    happy to help!

    [Upscope Set-up]
    Integrations

    [Upscope Set-up]
    Streamline your workflow by using one of our integrations, from live chat to hundreds of
    apps with Zapier.

    Live chats

    Go from talking on live chat straight into a session within Connect Upscope to Zapier to unlock hundreds of
    seconds. possibilities with our Zapier integration.

    Display a 'Screenshare' link in your live chat dashboard Great for co-browsing analytics.

    Learn more about which live chat providers we integrate


    at https://help.upscope.io/ and head to 'Integrations'.

    REST API
    Similar to our livechat integration, add a 'screenshare' link For resellers, white labellers, and those who have
    into your case and contact pages. custom-built solutions for their team, integrate the
    Upscope interface into any solution using our REST
    After a session is done, there is a log of the session pushed API. 
    into the page.

    [Upscope Set-up]
    Fitting Upscope into your
    Workflow

    [Upscope Set-up]
    You're on the phone with a customer and they're struggling to explain what they're seeing

    Head to the Upscope app and search for


    their screen.

    Search for the customer on the Upscope app


    You can use any of the following to find
    them:
    Name Jane Yao 164.39.208.2

    Email address j.yao@acmetechnologies.net ONLINE NOW


    Location
    IP address Fransisco Garcia 102.43.253.7
    Current URL
    fransisco.garcia@anymailfinder.com ONLINE NOW

    [Upscope Set-up]
    What if they're logged out?

    In the situation where the customer is logged out, you won't be able to search for them using any of their
    credentials. What you can do instead is use the support code, this is linked only to their screen and will help you find
    that specific customer.

    Customer's screen Customer's screen

    Support code
    0857

    Click here for the support code Click here for the support code

    The customer can pull up the code by


    pressing 'control' on their keyboard 5 times.

    Or you can display it anywhere on your site (e.g.


    on a button, help panel, in the footer)

    [Upscope Set-up]
    0857 Customer's screen
    Fransisco Garcia 102.43.253.7

    fransisco.garcia@anymailfinder.com ONLINE NOW

    Click here for the support code

    Plug the code into the search bar and the customer's screen will appear.

    Basic customization in Settings > General Settings > Lookup code

    [Upscope Set-up]
    You're in a live chat conversation with someone and it would just be easier
    and quicker to look at their screen

    Click on the link to start a co-browsing session found in your chat panel, depending on which
    live chat provider you're with, the location of the link can vary.

    Start co-browsing session


    Name: Jane Yao
    Email: j.yao@acmetechnologies.net
    Location: Ohio

    Most integrations are automatic, but there are some that require extra steps to get up and running, look
    for yours in our help centre  (https://help.upscope.io/en/collections/318306-integrations)

    [Upscope Set-up]
    Team Management

    [Upscope Set-up]
    Not all team members require the same type of permissions. If you're a team
    owner, you're able to set up team permissions within your Upscope app.

    To do this, go to General Settings -> Team Members. Beside each team member, there are 8 icons indicating
    the types of permissions. To activate or deactivate each one, simply click on it to turn it green or red.

    [Upscope Set-up]
    Training

    [Upscope Set-up]
    1
    Utilise integrations
    If you’re using a live chat or CRM that we integrate with, remember to use
    it! This will streamline your workflow, saving time and effort.

    Find out about our integrations here: https://help.upscope.io/

    Have a practice run

    2
    Go further than testing the screen share out with yourself and act out a session with a
    team member. 

    Have one of you call in as a customer and ask for help, start a co-browsing session and
    run through the session together.

    Changing your workflow takes time to get used to, the more you familiarise yourself
    with the software, the more likely you'll use it in a real life support session.

    Ease the customer in

    3
    Co-browsing is a relatively new technology, so especially with the less tech savvy it can
    be daunting for the customer to hand over view and control of their screen.

    So before jumping into a session, let them know that you’re only able to see your web
    app/pages and ask for their permission to use your cursor to navigate for them.

    [Upscope Set-up]
    4
    Visual and audio
    Using an audio system along with co-browsing provides your customers with the
    ultimate support and guidance.

    If you don't currently provide audio support, use our VOIP/browser-to-browser calls in
    the session by clicking on the phone icon in the toolbar.

    Education over support

    5
    It can be tempting to go in and do everything for the customer, even when you're
    helping them with the simplest problem.

    There's a lot of research that backs up experiential learning, so try only guiding them
    first and letting them click instead and watch become product experts in no time!

    Let them know when you're done

    6 Even with the warning telling them the session has ended, some customers may need
    some reassurance that you can no longer see their screen. 

    Let them know when you're done and that you're jumping off the session!

    [Upscope Set-up]
    Resources Contact Us
    Help centre General
    https://help.upscope.io team@upscope.io

    JS API Sales
    https://github.com/upscopeio/js-api sales@upscope.io

    REST API Support


    https://github.com/upscopeio/rest-api support@upscope.io

    On-premise +44 20 3778 0432 


    https://github.com/upscopeio/on-premise +1 347-344-5719

    Or chat to us on our live chat!

    [Upscope Set-up]

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