The customer or employee can connect with a support representative using one of two connection methods. Users can submit a question through a customized SmartBox™ on the support Web site and the question appears in your support representative's queue. Or, users can move directly from a phone-support session with their support representative to a screen-sharing session using a one-time connection code.

The support representative clicks on the user's message and immediately begins a support session.

The representative can escalate the session to remotely view the customer's or employee's screen. The representative and user may also share mouse and keyboard control to either resolve the problem while the user watches or to demonstrate a step-by-step solution.

At the end of the session, the user immediately evaluates the support representative by providing feedback on the service experience. This data enables the organization to address session metrics and maintain a high level of customer-support quality.