What is cobrowsing?
Cobrowsing is a software enabling people to collaboratively ‘browse’ a web page in real time. Joining a user during their browsing session is very beneficial for customer service agents, to better understand and solve the customers’ problems. With cobrowsing, agents can annotate the customer’s view of the website and provide guidance for filling out complex forms.
This solution is ideal for companies looking to provide a high touch customer service online, making every interaction more human and personal. Guiding website visitors through their purchasing journey can significantly improve the resolution times and enables more upselling opportunities. Complex enquiries are no longer an issue- with cobrowsing, customers’ queries are resolved from the first interaction, reducing waiting times and preventing frustrations.
How does cobrowsing work?
Cobrowsing sends the agent an accurate visual representation of the customer's view of the website. Any changes that occur are updated on both the client and agent views in real time. The agent can assist the customer, by securely co-navigating the website. The agent can also annotate the customer's view of the website, help to fill out forms, and even overlay documents.
Can cobrowsing be used with phone calls, or just live web chat?
The cobrowsing solution can be used both with web chat and phone calls, making for a more personalized and seamless customer experience. Offering the option for cobrowsing over the phone can help agents reduce call times and improve first call resolution rates. When employed in combination with a web chat solution, cobrowsing provides greater insight on customers’ online journey, reducing shopping cart abandonment rates and contributing to an efficient online buying process.
How does cobrowsing affect businesses?
It has been proven by independent research bodies that cobrowsing tools directly improve order values and reduce call times. Cobrowsing is an intuitive tool for agents to use, as it allows agents a completely accurate view of the customer's website session, and so allows fast resolution times. Being able to physically guide customers towards specific pages and products also helps improve average order values and enable upselling opportunities in sales orientated contact centres.
How does cobrowsing benefit customers?
Cobrowsing benefits customers who are stuck, confused or frustrated with an online process. Having a human be able to remotely help you is a great customer experience. We can all relate to the frustration of having to try and explain to agents over the phone what we are seeing on a website.
Can sensitive data be masked during cobrowsing?
Absolutely- pages containing personal information can be blocked from being shared, by masking sensitive HTML elements. The data entered by the consumer within these masked elements won’t pass through the Talkative servers. No personal data, such as credit card or bank details leaves the customer’s browser during the interaction and, similarly, the customers themselves are not able to view the agent’s desktop.
At Talkative, we care about your customers and understand why they might question the reliability of online communication solutions. Hence why, the customer can terminate the cobrowsing session at any time- they are in charge of how the interaction progresses and how much information the agent receives.
Does Cobrowsing require downloads or plugins?
Many traditional desktop sharing clients require installations, cobrowsing doesn’t, it can be initiated without even having to refresh the web page. Another benefit of cobrowsing is that is will pretty much work on all modern browsers and devices (including mobile and tablet).
How is cobrowsing different from screen sharing?
Screen sharing is a feature which allows agents to display parts of their desktop to the customer, however, it doesn’t allow for the customer to interact with the agent’s desktop. While this solution can be useful when it comes to presenting products to clients, it lacks personalization and engagement. Cobrowsing, on the other hand, enables agents to follow the user as they browse the website in real time, enabling them to provide support at any stage of the customers’ online journey. Customers only share their screen with the agent and do not reveal any sensitive information, making for a secure and cohesive communication.
Is Cobrowsing secure?
In a word, yes. Users can share their view of the page they are currently browsing, without giving agents access to their desktop or any other tabs they’ve got opened. A cobrowsing session cannot be initiated, unless the customer has given their permission first, and it can be ended whenever the customer chooses. A cobrowsing session doesn’t require the installation of any software or plug-ins- the entire interaction takes place within the browser. Additionally, WebPage Level Security is provided to ensure that sensitive information is ‘obfuscated’ from the agents’ view. This way, the interactions are kept secure while enhancing the user experience and improving customer service resolution rates.
There are several different components to the security of a cobrowsing interaction. Protocol Security refers to the transmission of data across multiple secure web sockets. Additionally, every session is authenticated so that no third parties can access the interaction between a customer and an agent. With Message Level Security, messages are checked against the role of the user, to ensure that the correct message is send to the correct person (from agent to customer or from a customer to an agent).