Once you are on the phone with the customer and they have confirmed that they will be using an Apple device (iPhone, iPad or iPod), make sure they have the password for their Apple ID.
NOTE: you can’t help your customer with their Apple ID password. Advise them to visit https://support.apple.com/apple-id and get their new password.
If a customer is logging in for the first time to the App store, they will be required to enter their payment method. It is a request by Apple. More detail you can find if you click here.
Afterward, check how they want to receive the invitation (via text message or an email). While still on the phone with your customer, advise them that once you have sent them the invitation they should receive the two-step message:
Instruct your customer to:
- Tap on "Step 1". That will instantly bring them to the App Store to the app called SurveyBot
- Tap on Get to install the app
- Open the app
- Tap on Join button
- The app asks to allow access to the camera and microphone - tap OK on both
Now, when the app is successfully installed, the next instruction will be to go back to the original invitation message, only this time they will need to click on "Step 2: Join Video Chat".
Once the customer has clicked on "Step 2", their device will ask for permission: "SurveyBot Would Like to Access the Camera and Microphone". It is crucial that they allow these options by clicking on OK.
Now that you are connected with the customer, get your cheat sheet ready.
Problem joining video chat? Ask the customer to join by going back to the original invitation message, only this time they will need to click on Step 2: Join Video Chat and click OK to allow access to their camera and microphone.
If your customer gets disconnected from the survey, you can help them reconnect. You can follow the instructions if you click here.