Screen sharing solution for customer service

Description

Screen sharing solution for customer service The electronic service of the Business Information System (YTJ) is a customized system built on Microsoft technology, through which customers submit Trade Register notifications. The current application for customer service officials does not support real-time screen sharing with customers, which reduces the efficiency of customer service. Currently, customer service is performed on the phone and through email. Customers submitted roughly 500 000 notifications through YTJ in 2024. There are approximately 9000 customer service situations annually where customers require help with the usage of YTJ, and these are handled by around 30 customer service officials. PRH's customer service requires a solution that allows officials to securely and easily view the actions performed by customers in YTJ system, enabling more effective guidance and faster resolution of error situations. The new solution should be user-friendly and simple while meeting data security and privacy requirements. Brief technical description of YTJ YTJ is a Single Page Application, requiring authentication via Suomi.fi. It is compiled and bundled with Vite. Backend is .NET, with a JSON interface. The frontend technologies are following: • Typescript • React 18, will be upgraded to 19 • i18next • React-router • React-hook-form • React-query • Axios • Zod • Dnd-kit,