The traditional customer service includes several phases: the analysis of the situation and the diagnosis of the incident, complete actions that will solve it and the confirmation that it has been corrected. During each of these phases, the customer has the details related to the problem encountered, while the agent has the necessary knowledge for its resolution. Then the client must perform a sequence of actions that will lead to the resolution of the incident.
The success of this type of collaborative customer service often involves performing simple mechanical tasks, such as turning a button, clicking an icon, pushing a button, switching a cable, or choosing an option from a drop-down menu. These are simple tasks to show visually, but much more difficult to describe verbally.