Inbound Connect

Recommended Browsers and Devices

• Digital Connect is optimized for the latest versions of Google Chrome, Mozilla Firefox, Safari, and Microsoft Edge.

• For the best experience, we recommend to use the latest or popular desktop or laptop or mobile device model with higher specs

• For iOS mobile devices, the browser supported is Safari only with version 13.4+

• For android mobile devices, we recommend to use Chrome and MS Edge with android 5.0+

Application URL

• Generally refers to the specific web address or endpoint that customers use to access a service or connect with an Agent. This can vary depending on the platform or service being used.

  • Web-Based Interface: The URL might point to a web application where customers can submit inquiries, start a live chat, or fill out forms.

  • API Endpoints: In more complex systems, an API URL could be provided for applications to connect directly, allowing for automated interactions.

Navigating to the Application

• Customers visit the application URL through their web browser or mobile app.

• Once on the site, they may choose to connect via various methods:

  • Live Chat: A chat widget may pop up, allowing them to initiate a video or chat with an Agent.

  • Customer Form: Customers can fill out a contact form that gets sent to the support team.

• After selecting a method, customers provide necessary information and initiate the connection. For live chat, they may be connected to an available Agent immediately. For forms, they might receive a confirmation and a timeline for a response, or schedule a call when there is no available representative.

Get Connected

If a customer wants to reach a support representative, they might:

• Go to https://www.example.com/support

• Click on "Live Chat" to connect with an agent in real-time or fill out a form and schedule a session if no agents are available

• When connected, your representative will guide you through the entire journey to complete the interaction successfully.

• Your representative will initiate document requests and form filling and will ask you to sign some documents, and request to upgrade to video calls for verification and many more.

Provide Feedback

• Provide your rating experience ☺️😐😒 and short feedback at the end of the session.

Good to know!

DC essentially measures customer satisfaction and identify customer’s view and feedback. By simply selecting sad, neutral or happy faces; and allow them to write even a simple note or suggestions to influence innovations and improvements of the product or service, at the end of the DC session