Support from the customer's point of view.
See what your customer sees
A customer gets in touch because they can't see their special price or are stuck in checkout. With this OPAL, you click "Log in as customer" in their customer record and land directly in their account in a new tab, without knowing their password. You see what they see, find the issue faster and can order for them directly if needed.
What this OPAL does for you
One click into the customer's account: you start the login from their customer record and see the store with their data, without knowing their password.
Controlled and limited: only an admin user group you name has access, every session has a time limit, and blocked accounts are excluded.
Fully logged: every step and every order during the session is recorded – with two overviews in the admin area for traceability.
Part of the OPAL family
OPALs are building blocks from OXID eSales: a proven foundation that is adapted to your IT landscape and integrated into your store.
Features at a glance
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Login from the customer record
You start the login as that customer directly from their customer record in the admin area. The store opens in a new tab, while your admin area stays open alongside.
Set permissions yourself
You decide which staff members may use the feature.
Safe targets, safe handover
Blocked accounts cannot be selected as a target. The handover to the storefront uses a one-time token; only its hash is stored.
Time limit and parallel login
Every session ends automatically once its time limit is reached. If the customer logs in themselves in the meantime, their login is ended and yours remains active – a notice appears in the admin area.
Visible warning bar in the storefront
During the session, a warning bar shows the customer's name, the remaining time and an exit – so it is always clear that someone is acting as the customer.
Event log, including orders
Every step in the store is recorded with time, type, administrator and customer. Orders are logged with number, amount, currency and payment method and are also flagged on the order itself.
Who is this OPAL for?
Customer support
A customer reports an issue that you can only understand from their point of view.
How it helps
You immediately see what the customer sees instead of having them describe the problem over the phone. You find errors faster, there are fewer long email threads, and the customer feels well looked after.
Frequently asked questions
Price
€15/month
OPALs are also available in subscription packages.