Cobrowsing Solution - Talkative
Here is a demo of cobrowsing - the most effective way to help customers within your website!
Cobrowsing lets customer service agents securely see what the customer is doing on your website, and even control their session.
Cobrowsing can be used with phone calls, web chat, or webcalling. In this scenario, we’ll show cobrowsing being used with a phone call.
This customer-facing website has the Talkative cobrowsing solution.
The agent decides to use cobrowsing to reduce call times and deliver a better customer experience, and so asks the customer to click the ‘cobrowse button’ and read out the 6 digit PIN.
The agent then enters the PIN into the Talkative console to start the cobrowsing session.
The agent instantly sees a real-time, accurate view of exactly what the customer is looking at. They can even quickly glance at the customer’s browsing history, to see which pages they were looking through.
The customer hasn’t had to download any plugins or applications, but they do get some feedback to show that they’re in a session.
Talkative’s cobrowsing works on all browsers and devices, including smartphones, tablets and even mobile applications!
The agent can see what the customer is looking at, and can jointly scroll through web pages. Agents can even direct customers to other area of the website, in this case the contact page.
The agent can annotate the screen, to visually highlight important areas, a truly personal touch!
You may be thinking “is cobrowsing secure?”. Well, fortunately Talkative lets you mask sensitive elements, such as this form here. Cobrowsing is also restricted to your website, so agents cannot see the customer’s desktop or any of their other tabs.
You need just 3 lines of code to add cobrowsing to your website.
You can even embed cobrowsing into an existing element on your website, such as this button on the Talkative website.