Offer Remote Customer Assistance
8x8 Co-browsing is available by subscription only. It allows customer support agents to assist customers remotely via a shared browser. With Co-browsing,
you can empower a website or any browser-based application, and offer live, hands-on assistance to customers. A
customer in need of assistance must initiate the remote session, generate a unique session ID, and communicate it to an
agent via phone or chat. The agent then uses the ID to establish a remote session. This Co-browsing session co-exists
with a call or a chat for communicating the session ID. Depending on the level of privileges granted by the administrator, the extent of remote help varies from a basic view-only mode to complete control of the customer's browser instance.
- Monitor and control the browser instance shared by the customer.
- Access information about customer’s platform.
- Ability to co-fill forms on websites.
- Ability to highlight information: Agents can highlight content on web pages and call out information to customers during Co-browsing.
- Ability to auto-fit: Agents can automatically scale the browser view to fit customer's view settings. If the customer's screen is bigger than the agent's, during a Co-browsing session, the agent has to scroll constantly. With the ability to auto-fit, agents can enable Auto-fit to automatically scale the view to fit agent's view settings or manually increment/decrement the zoom level to the desired value.
Co-browsing is supported on the following browsers:
- Google Chrome
- Safari (Mac only; version 7.0 and newer)
- Internet Explorer 9-11 (Co-browsing is not supported on IE 11 in compatibility mode)
- Co-browsing only works in HTTP secure web pages.
- Adobe Flash components, including videos, and Java applets are not supported.
- Anything that is external to the current page is not supported. This includes the file browser window that is open when selecting a file to be uploaded.
- WYSIWUG editors (AceEditor, CodeMirrorEditor, CKEditor, tinymceEditor) are not supported.
- Native tool tips are not visible between the two parties.
- Mouse hover texts do not show in the agent side.
- Web pages with iframes with different domains are not supported.
- If the web pages open new browser window and the content has Co-browsing, this new window replaces the content in the agent side.
How do I help customers remotely?
Co-browsing is a secure connection that offers agents the ability to remotely provide hands-on assistance to customers who use Configuration Manager. The agent can view the Configuration Manager session opened by the customer, co-browse, observe the mouse movements, and offer hands-on assistance if needed. The session respects the browser size set by the customer. Customers can also observe the agent's mouse movements and highlighted text.
To help a customer remotely via a Co-browsing session:
For a remote session, the customer clicks Co-browsing on the top header bar to generate a new session ID. They then communicate the session ID to the agent.
- Log in to as an agent.
- Select Co-browsing option from the menu.
This opens a new browser window prompting for the ID.
- Enter the ID received from the customer to initiate Co-browsing.
The complete Co-browse session is established and the agent can see the customer's screen.
- Click Auto-fit on the top header bar to automatically scale the view to fit your available space.
You can manually increment or decrement the zoom level to your desired value.
- Toggle on highlight on the top header bar.
You can mark specific components in the page. The marks are visible for both agents and customers for a few minutes or until the agent toggles it off. It also disappears when the customer moves away from the page.
Note: During a Co-browsing session, if the customer is filling a form and entering sensitive information such as SSN, it is hidden from the agent by showing **** instead of the real letters and numbers.
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