/ Cobrowsing

Video: 3 Big Cobrowsing Questions - Part Two

It's easy to see the benefits of cobrowsing, but as with any new technology, businesses often have a few questions before they're ready to commit.

It's understandable.

So in our latest video, we've answered 3 more of the biggest and most frequently asked cobrowsing questions.

Ready to start cobrowsing with your customers? Let's go!

Watch Part 1 here

Transcript:

1. How private is cobrowsing?

Consumers are constantly warned to be wary of the threats of cybercrime- and rightly so, so it’s important first and foremost to understand cobrowsing’s privacy.

No plug-ins or downloads are required for cobrowsing, everything works within the browser. The agent can’t see any other tabs you have open, or your desktop. If you want to stop cobrowsing, you can end the session with the click of a button at any time.

If the customer wants to experience cobrowsing alongside a voice or video chat, they must give explicit permission for the agents to access your camera or microphone. Access is only granted for that session.

Equally, you can easily experience a great cobrowsing session alongside webchat. Or, if you prefer, you can have a one-sided video call where you can see the agent, but they can’t see you. The main thing The customer has full control.

2. What can the agent actually do on my screen?

It’s important to remember that during a cobrowsing session, the customer has control over the movements on the screen. In the majority of cases, the agent will verbally guide the customer through the website and talk them through any navigation they need to do.

Sometimes the agent might use a highlight or pen feature to draw an arrow or circle something on the screen, to make it more visible to the customer, or use a Page Push feature which can send the customer to different pages on the website quickly. We’ve all experienced someone trying to tell us where something is and just not being able to see it! This makes life easier for everyone.

If permission is granted, the agent can fill out parts of forms (but not sensitive fields) to make the customer’s life a bit easier too and if given explicit permission, the agent can take control of the session and navigate through the website in order to give the customer the best experience.

3. Is cobrowsing difficult or expensive to implement?

In terms of physically getting cobrowsing integrated into your existing website, this can be done with a few simple lines of code. Cobrowsing is an escalated feature of web chat, so you’d start off by having a web chat feature placed into your website, which can be completely customised to your branding, in terms of position, colour, logo and more.

Voice and video calls can also be synced directly with your existing contact centre phone lines and by using the camera integrated into your office computers or webcam. If you wanted to, of course you could integrate swanky new cameras and microphones.

So, if you’re using your existing systems to embed the cobrowsing feature, there’s no real expense outside of the license fees for the integration. The only other thing to consider is that staff need proper training on how to use cobrowsing to its best potential, so you might need to factor in some training time for your agents ahead of the launch on your website.

Patsy Nearkhou

Patsy Nearkhou

Patsy Nearkhou is Marketing Manager at Talkative. She loves to create content around customer experience, customer service and emerging tech within these fields.

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