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Moderator

Smartlook: Connect with an Expert On-screen

If you saw #QBConnect, then you may have seen one of our new in-product support features being announced - Smartlook. We're so excited to be rolling  Smartlook out initially to our Accountant customer base with the view to eventually expand to all of our products. Beta stages are now live!

 

We want to be able to empower you all with absolute confidence through on demand, one-on-one, cobrowse and video-backed technology. 

 

What is it?

Smartlook is changing the way we serve our customers through one-way video enablement. You'll be able to connect quickly with a QuickBooks expert and see them live as they work to resolve your call. You can see us, but we can't see you! 

 

 

What's the advantage?

- Connect to your screen in a matter of seconds

- Receive a humanised experience

- Get your issue resolved so you can get back to what's important

- Restore confidence in using our products

 

 

 

 

What are your thoughts on Smartlook? Are there any other benefits this type of service will bring? 

 

Smartlook community.JPG

 

 

 

 

10 REPLIES 10
Established Community Backer ***

Re: Smartlook: Connect with an Expert On-screen

So easy to use! 

Established Community Backer ***

Re: Smartlook: Connect with an Expert On-screen


@EmilyMockett wrote:

So easy to use! 


Are you an accountant/ProAdvisor? So they see you on video but you don't see them? Do you see their screen?

Established Community Backer ***

Re: Smartlook: Connect with an Expert On-screen

Hi,

 

Yes I am an accountant and Pro Advisor! 

 

You can share the screen with the support team at QuickBooks currently. I think the aim is that you can see them but they cannot see you in the near future.

Established Community Backer ***

Re: Smartlook: Connect with an Expert On-screen


@EmilyMockett wrote:

Hi,

 

Yes I am an accountant and Pro Advisor! 

 

You can share the screen with the support team at QuickBooks currently. I think the aim is that you can see them but they cannot see you in the near future.


 

In the article the writer says "We're so excited to be rolling  Smartlook out initially to our Accountant customer base "

 

I thought this was for accountants  to provide support to their clients.  It looks like that is not the case. You say it is for you to get support from Intuit. So the fact that you are an accountant is not really the point.  Any one can use it to get support from Intuit, I assume.  The word "initially" means maybe not yet

Moderator

Re: Smartlook: Connect with an Expert On-screen

Hi @Malcolm Ziman , this feature is now live for all QBOA customers.

 

It's a one-way video service so you can see the agent you're speaking with but they can't see you. Eventually, we'd like to make this feature available for all of our product range. 

 

I hope this helps.

 

 

Established Community Backer ***

Re: Smartlook: Connect with an Expert On-screen


@JackS wrote:

Hi @Malcolm Ziman , this feature is now live for all QBOA customers.

 

It's a one-way video service so you can see the agent you're speaking with but they can't see you. Eventually, we'd like to make this feature available for all of our product range. 

 

I hope this helps.

 

 


Will accountants (using QBOA)  be able to use it to see their clients' screens?

Moderator

Re: Smartlook: Connect with an Expert On-screen

@Malcolm Ziman , it'll be a one-way video interaction between QuickBooks support staff and Accountants using (and needing help with) QBOA product. 

Established Community Backer ***

Re: Smartlook: Connect with an Expert On-screen


@JackS wrote:

@Malcolm Ziman , it'll be a one-way video interaction between QuickBooks support staff and Accountants using (and needing help with) QBOA product. 


The word "Expert" in the heading sounds like a Pro-Advisor, but I suppose it could also apply to Intuit Platinum or Elite support, or "Priority" if anyone ever uses that, or "Live" in the future

Not applicable

Re: Smartlook: Connect with an Expert On-screen

Video chat is a far better way to get support than regular online chat you can get a lot more out of face to face (virtual) communicatons.

 

Impressed that this is offered.

Moderator

Re: Smartlook: Connect with an Expert On-screen

Great to see you like the look of Smartlook @FD Capital 

 

Have you had the chance of using it yet?