Remote Customer Assistance Using a Secondary Device Screen

A method for providing assistance to a user of an electronic computing device, the method comprising:

• receiving, from a primary electronic computing device of a customer, a request for assistance from a customer service representative, wherein the request for assistance is initiated upon receipt of a selection by the customer of a customer assistance option on a customer service user interface display associated with the primary electronic computing device;
• initiating a communication session with the customer on the primary electronic computing device between the customer and the customer service representative, wherein the communication session includes an interaction between the customer and the customer service representative using a customer service assistance application, the interaction including video chat;
• identifying a document for which the assistance from a customer service representative is requested;
• identifying a secondary electronic computing device of the customer;
• sending a notification to the primary electronic computing device requesting permission to switch the communication session from the primary electronic computing device to the secondary electronic computing device;
• receiving permission to switch the communication session from the primary electronic computing device to the secondary electronic computing device;
• upon receiving permission to switch the communication session from the primary electronic computing device to the secondary electronic computing device:
• switching the communication session from the primary electronic computing device to the secondary electronic computing device;
• sending a copy of the document and the customer service user interface display to the secondary electronic computing device while continuing to display the document on the primary electronic computing device;
• and
• allowing for interaction by the customer and the customer service representative with the copy of the document on the secondary electronic computing device, the interaction including allowing the customer service representative to highlight and change the copy of the document on the secondary electronic computing device;
• and
• sending a digital dashboard to a customer service electronic computing device of the customer service representative, the digital dashboard including controls to facilitate the interacting with the copy of the document on the secondary electronic computing device, with the controls including:
• a first control to allow the customer service representative to send a notification to the customer to initiate the video chat;
• a second control to allow the customer service representative to send the copy of the document to the secondary electronic computing device;
• and
• a third control to allow the customer service representative to access financial information associated with the customer.