Crew Standard Work Content (Slide 1)
Should this tool be used to provide general web tours?
Nawr
Where do clients find the 'Share your screen' button?
Very, very, very bottom of the webpage. Scroll alllll the way down, look towards the lower left-hand corner, and look for white text that says 'Share your screen'.
What Onboarding topics could we leverage Co-Browse for in our space?
New Account Opening / transitions (at least some transitions)
Does the client need to install anything? Will we be able to view anything beyond the VG page when clients share screens?
No & No
From the perspective of a phone rep, what are the 4 steps to initiate a Co-Browse session?
- Click start the co-browse option in Genesys
- Locate and provide the generated code to client
- Read the disclaimer exactly as it appears to ensure client consent is adequately captured (do not accept 'whatever')
- Client must respond affirmatively
Once a client clicks 'Share screen', A. what do you need to provide clients to officially begin screen sharing and B. where you retrieve this item?
A. a reading of the consent agreement and a 6-digit code
B. script can be found on the window where clients enter in the code and you will locate your code from Genesys itself.
What are the 4 Retirement topics everyone can use Co-Browse for? There are 2 additional bonuses for complex trained folks.
1. RMD (one time and ongoing)
2. Distributions
3. Retirement Summary
4. Contributions
*5. Roth Conversions
*6. Excess Removals
Is the full website available to use Co-Browse and should we use it on every call?
No & Not necessarily - Future iterations will be scaled over time to expand capabilities. This program should be used when navigating clients through clerical or monetary transactions.
From the client perspective, what are the 2 steps needed to begin a session?
1. Click 'share your screen' option in the Global Footer
2. Enter code provided by rep
True or False: There is a bar that will populate once screen sharing session begins (likely in the upper right hand corner) where you can select 'Stop Sharing'.
TRUE: there is also a Draw button that we shall never touch, ever. Please, save your artistry for sticky notes. There is also a 'Status' button and idk what that does. You can also click the 6 dots to move where this banner/bar lives on your screen.
What are the 6 Investment topics could we leverage Co-Browse for?
1. MF & Equity Trading
2. Money Movement
3. Cost Basis
4. Auto Transactions
5. Transaction History
6. PORTFOLIO WATCH BABBYYYY
Are Intelledox and Docusign pages able to leverage this program?
Not yet, but working with product teams/vendors to works towards this possibility
What is the objective/goal of implementing/scaling the use of Co-Browse?
- reduce time spent navigating clients via web
- support clients while they build confidence engaging with tech, especially through periods of change
- increase ease (or at least the perception of ease) from the client perspective
- improve client experience overall through higher quality interactions
- supporting and improving our digital adoption/experience
- improving key drivers to further support TSO behaviors
Are you allowed to offer screen sharing before a caller goes through security AND/OR third-party security?
NNNNNNooooooooooooooooooooooooooo - we cannot guide anyone through web navigation of anyone's profile before the required security procedures are completed. Co-browse is only accessible on the secure site (only after the client is logged in), so there is no way to provide "general" web navigation instruction.
What are the 6 Foundational topics we can leverage Co-Browse for?
1. Change address
2. Bene changes
3. Tax forms
4. Add bank
5. Checkwriting
6. Transition stuff (positive/negative consent)
Is this available for all clients?
Not available to advised or high networth clients
Available to Self-Directed clients
What can you do during a screen share session?
- gaze in awe and amazement
- cheer clients on while they tackle modernity
- NOT DRAW ON CLIENT SCREENS
- click on items to highlight where they should click next
- point at stuff with the viewer icon
- live your best life
What information can you find on Slide 13 regarding known issues and workarounds?
1. Which webpage the corresponding issue and workaround appears on
2. What the known issue is
3. What the related workaround is (at this time)
What are the 3 COO topics that could leverage Co-browse? Awareness could be helpful as things progress
1. Navigating to forms
2. Formless Processes (think consolidating certain accounts)
3. Guiding to document upload
If client insists on using Safari, how can the known issue be resolved?
Client can toggle their privacy settings in Safari to enable Co-Browse use if they insist, but we recommend using an alternative browser.