Co-browsing

8x8 Co-browsing allows customer support agents to assist customers remotely via a shared browser. Either walk a customer through a task via phone or chat as you observe their screen or, if required, take control of their cursor and demonstrate how to perform the task as the customer observes. With Co-browsing, you can empower a website or any browser-based application, and offer live, hands-on assistance to customers in a way that most effectively answers their questions.

A customer in need of assistance must initiate the remote session, generate a unique session code, and communicate it to an agent via phone or chat. The agent then uses the code to establish a remote session. The Co-browsing session takes place concurrently with a call or a chat for communicating the session code and assisting the customer.

Features

Limitations

Supported Browsers

Co-browsing is supported on the following browsers:

Use Case

The following example demonstrates how a given website can be empowered with 8x8 Co-browsing.

Let us review an example of a travel company website visited by customers wanting to book their dream vacations. The website offers many travel packages and options to choose from. It requires customers to identify themselves by filling in a form. The travel site wants to offer remote, hands-on assistance to the website visitors. To enable live, hands-on assistance, the travel company should use 8x8. The Co-browsing feature allows website visitors to initiate a remote session with the customer support agent and get hands-on assistance remotely.

If a customer navigating this website seeks hands-on assistance, they can initiate a remote session with a customer support agent in a few clicks. Click on a help link on the web page to generate a code. Communicate this code to the representative. The representative uses this code to establish a two-way hands-on Co-browsing session.

Use Co-browsing Modes

By selecting one of three Co-browsing modes, you can control the extent to which agents can assist customers remotely. Co-browsing can be enabled in one of the following modes via code snippet. If you do not provide a mode in the code snippet, full-control is the default mode:

Notes:
-The highlighter works in all modes.
-In the full-control and partial-control modes, we cannot prevent agents from controlling form elements that are not native to the browser, such HTML drop-down.

Enable Co-browsing

Co-browsing can be enabled to work as a link in the user interface of a website, or as an embedded chat window.

Establish Co-browsing Sessions

Any customer in need of assistance can launch a Co-browsing session using a button or an embedded chat window on a website. If you are an agent, you can also initiate a Co-browsing session via chat.

Customize Co-browsing

Set up the custom CSS by customizing the visual layout and style of the Co-browsing pop-up windows, or by customizing the customer-side Co-browsing strings.

 


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