Co-browsing

Co-browsing is short for ‘collaborative browsing’, meaning when two people navigate the same web page - at the same time. Co-browsing allows you to browse the same web page together with your customer, and see exactly what they see. So you can solve complex queries faster, or give them the right advice and help them complete a customer journey.

 

This article covers:

• Starting a co-browsing session with a key
• Starting a co-browsing session with a link
• The possibilities of co-browsing

 

Please note: You can only co-browse with the customer on the web pages that your organization implemented co-browsing on. You can recognize these pages by the ‘Widget’ icon that is placed at the bottom-right of the screen, pictured below.

 

Starting a co-browsing session

To start a co-browsing session with a customer who is in a video call with you, you can navigate to the bottom left of the meeting room, click the three dots and from there click "co-browsing". You then get two options, "By sharing a key" and "By sharing a link".

 

 

The customer doesn't need to be in the video call for a co-browsing session to work. You can also be alone in the video call and share the link or code via another medium. The below methods will both work for this, but as mentioned: you will need to set up a meeting for yourself to get a co-browsing session started. You can quickly and easily set one up using the "instant meeting" feature.

 

By sharing a key

 

If you click "By sharing a key" you get a key the guest can input on the widget that is active on the site where co-browsing is enabled. Put the code in the chat or send it to the guest another way. The guest should then fill that code in by opening the omnichannel widget, there should be a widget on the page where they can fill it in.

 

When they open it, they get a pop-up with some options, they should select the option "Already talking to an agent?" If they click that, they can subsequently click "Start co-browsing". Finally, they should click "Enable co-browsing" and enter the access code that was provided by you. As soon as they have provided this code and clicked "Start co-browsing", the co-browsing session is underway.

 

 

By sharing a link

 

If you click "By sharing a link" you get a pop-up where you can select the page where you want to co-browse. You can select the default, or you can fill in a specific URL. Please note: only URLs where co-browsing is activated by your organisation will work. If you have filled in the website, you can click "Create link" and a link will be created. You can copy this link in the chat, or share it with a customer in another way. The customer can then click that link and the co-browsing session will start.

 

 

What can you do with a co-browsing session?

Now we're gonna focus on the session itself. What are the possibilities of co-browsing?

 

For the host

The host of the co-browsing session can do a multitude of things when in a session. You can scroll on the guest's screen, click on buttons, fill out forms or draw on the screen of the guest.

 

 

And doing this is surprisingly intuitive too! You don't need to press any special keys, you can just use your mouse to click and scroll around the page. To draw, simply hold the mouse button and start drawing. The lines you drew will clear out automatically, they are super useful for giving pointers to what the guest should do! The guest will be able to see exactly what you are doing.

 

Sometimes, when filling out a form you have some sensitive information that the agent should not be allowed to interact with, luckily these can be hidden when your company sets up the co-browsing feature. These will appear like grey blocks for the agent (in the above image on the right), but will still be visible and fillable by the guest (on the left)

 

For the guest

It's also good to know what the guest sees when you are co-browsing with them. The guest sees a blue border around the screen, so they can see that the co-browsing session is active. If they so desire, they can easily stop the session by clicking "Stop" in the bottom right corner. The guest still has full access to their screen and can still click, scroll and fill in forms. The agent can help them with it. If the guest clicks a button that takes them to a page that is not set up for co-browsing, they will get a warning.