This support article offers advice on when to offer online meetings to customer so that we can help customers with certain query types.
When to offer an online meeting
Please note that this option is only available for level 2 agents (ie Springer Nature staff), and can be a good solution for resolving issues related to platform-related problems or steps, or for supporting disability and accessibility issues.
The online meeting should only be offered to the email address we have registered for the account. If customer is requesting that the invite be sent to another email address, then please consult the GDPR group for guidance.
Template Email to Customer inviting them to a meeting can be found as a canned response : CS_Invitation to Online Meeting
After The meeting:
After the meeting the agents will need to record the outcome on the ticket and confirm if problem was resolved or needs further investigation.
After the meeting add "Customer Online Meeting" to ticket.
How to create the Teams Meet
Follow the instructions at How to create a Teams meeting
Teams accessibility tools information can be found at Accessibility