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  • Live Content Share

Ozmo

One of Ozmo's tech support solutions is an agent facing platform referred to as Ozmo for Agents. This platform offers a library of virtual, emulated devices intelligently surrounded by interactive tutorials and tours portraying key aspects of physical attributes. View the full Ozmo for Agents product here.

  • Problem(s):

    A picture is worth a thousand words. Not only do tech support agents benefit from seeing what the customer sees, but they also benefit from being able to communicate through visual references shared to the customer. How could Ozmo support this shared visual reference need?

    • Discovery
    • User Research
    • Innovation
    • Lean

    • 👀 New Visual

      Communication opportunities supported

✉ Contact me to discuss this product and work in more detail.

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Ozmo's Live Content Share feature

  • Short demo video of Live Content Share

    While Ozmo's Remote Video feature enabled agents to effectively and easily see the customer's environment using their mobile device's camera, we continued to hear desired capabilities for the agents to share and walkthrough visuals with the customer.

    My team and I strategized a simple way to meet these needs by leveraging content and visual assets already available as part of Ozmo's library of support content and empowered agents to share them live with a customer.

Meeting user and buyers' needs

  • Introducing this capability as an addition to our Remote Video feature was a great example of where my team and I heard both the needs of our end users - agents and also their stakeholders.

    Content Share is available from within an active Remote Video session.

    Our solution takes advantage of our existing tutorial and device tour content and not only enables agents to share it live during a Remote Video session, but also for them to markup the imagery - aiding them further in communicating more effectively with customers.

  • Enabling the agent to live share a device tour with the customer

    While the agent shares the resources they have available to them with the customer in this live video session, the customer is able to see the visuals and any demarkation made by the agent on their device.

  • Enabling the agent to live share and walkthrough a tutorial with the customer