CSRID – Customer Service Rep Identification

Adds online customer support functionality to your website in the way of URL redirection. Useful for eCommerce and non-eCommerce websites where a company’s customer service representatives may be helping users of their websites.

End user functions include:

• Browser can be redirected by a Customer Service Rep to a different page, asset (PDF, etc), or website

Admin user functions include:

• Search for users by username (if logged in or cookied)
• Search for users by CSRID
• View users' current page on the site
• Nice redirect ( Javascript enabled only )
• Force redirect
• Alert user ( Javascript enabled only )

The way it works:

When a user comes to your website they are given a unique id (CSRID) throughout the life of their current browser session. The CSRID will be visible to the end user so that they may share it verbally with the Customer Support Rep. You may choose to label it as “WebID” or any other name that makes more sense to you and your customers. Customer Support Representatives can then lookup the user by this id or by their username ( if the user is logged in ) via the Customer Support Admin page located at /admin/customer_support on your website. After they find the user, they can see the URL of the current page that user is on. If the user is searching for a different product/service, page, or a piece of literature, the CSR agent can redirect the user’s browser to the right page with or without the end user refreshing their browser or navigating away from their current page. This significantly decreases the time on phone for the CSR agent and significantly increases customer satisfaction in that they achieved their goal very quickly. This module should decrease abandonment and increase conversion.

The CSRID can be displayed in the header, footer, shopping cart pages, all of these, or anywhere that optimizes the user experience. It can also be integrated into any Click-to-Chat functionality you may have on your website. Simply pass the CSRID to the online chat representative when the chat is initiated. They will have instant control without the user having to give them the CSRID.

This module works both with and without javascript enabled. If javascript is enabled the commands sent to the user will be executed automatically. However, when javascript is not enabled the browser will require a refresh or a page change on the site before the commands sent to the user are executed.

Development of module sponsored by VML.