The City of Tamarac has added a secure screen-assistance tool to its Utility Billing online payments website. It lets customer service staff see the same web page a caller is viewing while they keep talking on the phone.
The tool uses Cobrowse technology. A customer who needs help clicks Generate Screen-Sharing Code at the bottom of the Utility Billing login page, then reads the six-digit code to the representative. Customers who are already logged in can have their active session located by the representative.
Representatives can help with account registration, payments, password resets and other online tasks. The city said the design limits what staff can see. Representatives view only the utility billing page, not the customer’s desktop, other tabs or files. Credit card details are hidden automatically.
Customers must approve the connection before a representative can view the page, and any request for the representative to interact with the page needs separate approval. Customers can end the session at any time.
Residents with Utility Billing questions can call the Customer Service Division at (954) 597-3590.
