Co‑Browsing Option for Alcon Associates
backlog
S
Stela Jaki
It would be extremely valuable for Customer Operations to have a co‑browsing capability within MARLO that allows authorized Alcon associates to view the customer interface in real time. This functionality would mirror what customers see when using the portal, enabling our teams to better understand issues, guide users through processes, and validate that the customer experience is functioning as expected in live productive system.
N
Niloofar Farmand
updated the status to
backlog
M
Miranda Baker
In LATAM this is a request and important as well to support the customers as they are onboarding or helping existing customers. Brazil has been asking for this for some time. But would like to add the markets of BR, MX, CO, Chile, PE, EC, and AR.
Niloofar Farmand can you explain what exactly is planned in R17? Will it impact current markets that have a type of cobrowse already like US, CA, or U?K
N
Niloofar Farmand
updated the status to
planned
Hi Stela,
This is currently planned in R17.
O
Olivia Mäenpää
In the nordics, we also agree this would be extremely valuable. It would ease identifying and fixing issues; so the lead time to solving them would be much shorter.