If the client is not tech-savvy, the tech support agent can perform actions on their behalf.
Since cobrowsing allows agents to get an accurate visual representation of the client's experience, they can guide the customer and help them figure out how to resolve or troubleshoot problems. Once done, the CSR will gain access to the caller's browser and be able to give visual cues for problem resolution.The CSR will enter the digits into the system.Then, he/she must read it out to the CSR.
To activate collaborative browse (cobrowse) while on a voice call, here are the steps: This way, the customer service representative handling the case can better understand the customer issue.
The agent offers use of the feature, and the customer must give his/her permission to start the session.
In a nutshell, customers keep full control of their browser during the procedure. Of course, agent control has limitations in place-so there’s no need to worry about not having the final say on how the interaction will conclude.įor example, they're not allowed to click buttons such as "Submit" or "Buy now." The visitor is always the one that must take the final step of the transaction. The best part is they can take over and do things on behalf of the visitor. They can also perform certain actions like scrolling the page, moving the cursor, or highlighting areas to guide the visitor. With this functionality, they can help anyone who's experiencing issues on a particular web page.ĭuring a cobrowsing session, they can see exactly what a website visitor is looking at. Cobrowsing technology enables contact center agents to connect with a customer's browser or app remotely.