How to decide on a co-browsing resolution on your contact heart



Highlights

  • Co-browsing permits brokers to assist clients navigate net pages in a hands-on method.
  • Prospects nonetheless preserve full management over the agent’s entry to net browsers.
  • RingCentral affords an non-compulsory add-on for contact heart clients to assist enhance buyer satisfaction.

Utilizing a co-browsing resolution on your contact heart could make it simpler for brokers to resolve points for purchasers who could also be having hassle navigating your web site. However how do you go about choosing the proper co-browsing resolution?

Understanding co-browsing

Co-browsing options enable contact heart brokers to entry a buyer’s net browser straight. This manner, brokers and clients can navigate the web page and collaborate in actual time, making it a lot simpler to supply buyer help and improve buyer engagement.

Throughout a co-browsing session, brokers are in a position to see what a buyer sees. The agent can then both information the client accordingly, or take over and carry out particular actions on the client’s behalf.

Brokers are restricted within the quantity of management they’ve throughout these interactions. As an alternative, the client is in management. This makes co-browsing a safe and efficient resolution for companies to enhance buyer expertise.


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How to decide on a co-browsing resolution on your contact heart

Co-browsing options are available to contact facilities. Given all of the choices on the market, it’s vital for contact heart managers to evaluate their particular wants and select a co-browsing resolution that almost all carefully fits their standards.

Listed here are a number of options to contemplate earlier than making a choice:

Simply integrates into current programs: Co-browsing options ought to have the ability to combine right into a present buyer relationship administration system or different third-party platform.

Offers clients full management: To make clients really feel snug understanding that their delicate data is saved protected, the co-browsing device ought to present them with full management over what the agent is ready to see or not see.

Gives clients with a code to entry co-browsing mode: Prospects who talk with contact heart brokers by way of phone will want a code to enter into the system to provoke a co-browsing session.

Constructed with webRTC expertise: A co-browsing resolution that’s constructed with this expertise will allow real-time communication between clients and brokers on each cellular apps and browsers. As such, no downloads, installations, or plugins will probably be wanted.

Helps omnichannel communications: Co-browsing will be initiated by way of stay chat, video chat, or phone name.

Identifies every get together’s cursor: To attenuate confusion over who’s doing what onscreen, named cursors are used to obviously establish each the agent and the client’s actions.

Gives help on cellular apps with out switching to a cellular browser: Co-browsing instruments ought to characteristic cellular SDK to assist keep away from the necessity to transfer to a cellular browser when brokers are providing help to cellular app customers.

Let brokers mark up the display for visible instruction: Annotation instruments can be found that enable brokers to jot down, spotlight, and draw on the internet web page to assist in giving the client clearer visible directions.

Helps omnichannel communications: Co-browsing will be initiated by way of stay chat, video chat, or phone name.

Identifies every get together’s cursor: To attenuate confusion over who’s doing what onscreen, named cursors are used to obviously establish each the agent and the client’s actions.

Gives help on cellular apps with out switching to a cellular browser: Co-browsing instruments ought to characteristic cellular SDK to assist keep away from the necessity to transfer to a cellular browser when brokers are providing help to cellular app customers.

Let brokers mark up the display for visible instruction: Annotation instruments can be found that enable brokers to jot down, spotlight, and draw on the internet web page to assist in giving the client clearer visible directions.

How do co-browsing and screen-sharing differ?

In a co-browsing session, the client can share his or her display with the agent to permit for visible instruction. However doesn’t this sound so much like display sharing? How do they examine?

Each are visible engagement instruments, however they do have their distinct variations:

Co-Searching Display Sharing
No obtain required An software should be put in by each the agent and buyer earlier than the display will be shared
Brokers can solely see the client’s lively net browser tab Brokers can see the client’s full desktop, together with different tabs
Brokers can carry out actions on behalf of the client Brokers are unable to carry out any actions on behalf of the client
Brokers can’t see any of the client’s delicate information Brokers can see all data displayed on the display, together with non-public data

Co-browsing permits for a extra environment friendly, handy, and safe approach to assist clients when sharing net browsers.

How protected is co-browsing?

To make sure that clients really feel snug sharing their screens with contact heart brokers, it’s crucial that the co-browsing session incorporates measures to maintain all delicate and personal data confidential.

Co-browsing could be very protected due to the insurance policies and measures in place. Listed here are some methods to know whether or not or not a co-browsing resolution has safety in-built:

Knowledge masking protects delicate data: Prospects have full management over what the agent can see on display due to information masking options.

Agent controls are restricted: Prospects are within the driver’s seat in relation to beginning and ending a co-browsing session and finishing transactions or shopping for merchandise.

No software program to obtain: Generally downloading purposes can include sure dangers of viruses. Happily, co-browsing instruments don’t require any downloads or installations, so this threat is eradicated.

Solely the lively tab is seen to the agent: Throughout a co-browsing session, the agent can solely see the lively browser tab that the client wants assist with. All different tabs or objects on display won’t be seen to the agent.

Codes are wanted to start out a session when initiated by way of phone: If communications between an agent and buyer are going down by cellphone name, the client will want a PIN to start out a co-browsing session. This provides the client management over whether or not or not a session begins.

At RingCentral, we provide an add-on co-browsing resolution that includes the entire security measures and handy options listed above. Not solely can brokers and clients collaborate simply and successfully, however clients may also really feel protected understanding their data is safe.

Converse with a consultant from RingCentral at present to request your free demo.

Final Modified Might 17, 2022


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