8x8 Co-browsing 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 code, communicate it to an agent via phone or chat. The agent then uses the code to establish a remote session. Co-browsing session co-exists with a call or a chat for communicating the session code.
Easily follow along by viewing the agent’s mouse location and movement
Co-browsing is supported on the following browsers:
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. If a customer traversing through this website seeks hands-on assistance, he can initiate a remote session with a customer support agent in couple of 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.
Co-browsing in Configuration Manager offers Virtual Contact Center customers using Configuration Manager to seek hands-on assistance from 8x8 customer support or deployment team. Let us assume you are on a phone call with 8x8 customer support agent seeking assistance for configuring your tenant.
To initiate a Co-browsing session from Configuration Manager:
Open topic with navigation