Collaborative Customer Service, powered by SimulService™, enables customer service and sales representatives connect browsers with customers and see exactly what the customer sees. This enables representatives to immediately identify and interactively resolve problems, eliminating the back-and-forth discussion between customer and agent that is typically needed to explain and resolve a problem. With SimulService™, customer service and sales representatives can collaboratively traverse the web with customers to help complete a complex transaction, modify forms or find a specific piece of information.

TogetherWeb is focused on becoming the number one collaborative support solution for CRM companies and call center technology providers. By providing web collaboration as a best-of-breed solution to the CRM industry, SimulService™ helps drive brand loyalty and increase revenues while improving the customer experience. TogetherWeb's back-end infrastructure and seamless integration enables CRM companies and call centers to rapidly deliver real-time collaborative customer service solutions.


Functional Features

     Collaborative Browsing - TogetherWeb enables customer service and sales representatives to link browsers with customers and collaboratively navigate the web together.

     Real-Time Interaction - SimulService™ enables users to send real-time messages to groups, sub-groups or individuals. Customers can use SimulService™ to ask for information from CSRs or to describe problems that they are having with a website. CSRs can then respond in real time to answer questions, interactively lead customers to the information they seek, and help them complete transactions.

     Form Filling - SimulService™ allows a CSR to assist a customer by filling out an online form for the customer, and then providing the completed form to the customer for online verification and submission. CSRs can see the information previously entered into the forms by the customer, identify any errors, and correct the errors for the customer. The customer can see information as it is entered by the CSR "kestroke by keystroke."

     Text Highlighting - SimulService™ allows a CSR to bring the attention of a customer to a specific portion of a web page by highlighting selected text and automatically scrolling the screen of the customer to the location of that text.

     Session Monitoring and Control - SimulService sessions may be joined by authorized representatives and, if necessary, transferred from one representative to another. This feature allows managers to monitor interactions for quality control purposes and also allows representatives with specific skills (e.g. a technical sales representative) to join or lead a session.

     Automated Tours - With SimulService™, online businesses can build and manage automated tours. These tours allow companies to sell, demonstrate or otherwise communicate with customers without the help of a CSR. Customers can use automated tours as a self-service tool to help them find information at their own pace or after hours.


Technology Features

     Open Architecture, Built For Rapid Deployment - TogetherWeb's Application Programming Interface (API) and Software Development Kit (SDK) enable existing CRM companies and call center technology providers to easily integrate SimulService™ features and functionality into their suite of offerings.

     Collaborative Customer Service Across Authenticated Sites - Many websites require customer login and authentication before allowing access to personalized pages or into e-commerce shopping carts. With SimulService™, CSRs can browse across these authenticated websites with customers to help them gather information and complete transactions.

     Enterprise-Level Solution - SimulService™ is developed on a scalable and distributable architecture, ideal for large enterprise level deployments. Real time hardware and software fail-over capability provides the mission critical level of support required for the enterprise.

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For more information on our solutions and how we can enhance your offerings, please contact us at 404.817.8158 or sales@togetherweb.com.