Overview
Updated
Co-browsing will allow agents to get full visibility into the customer’s screen, enabling them to guide customers through product purchases, complex form filling or confusing information on websites while maintaining privacy and security.
Sprinklr Live Chat's Co-browsing has the following benefits
No downloads or installations
Allow agents to annotate or Interact with the customer's screen for help in filling out complex forms
Data Masking of sensitive information
Category | Features | Sprinklr Live Chat |
UI | UI Customizable | ✓ |
Device Responsive | ✓ | |
Functionality | Annotation | ✓ |
Screen control- clicks, form filling | ✓ | |
Data Masking (CSS elements) | ✓ | |
Page Masking | ✓ | |
Reverse co-browsing | In roadmap | |
Generic Sprinklr Capabilities | Assignment Engine | ✓ |
Reporting Dashboards | ✓ | |
+ All other capabilities available under Care product | ✓ |
Following are some use cases of Co-browsing
Customer Support: Agents can use co-browsing to assist customers with navigating a website, filling out forms, or making a purchase
Sales and Demostration: Sales representatives can use co-browsing to give live demonstrations of a website or product, and to answer customer questions in real-time
Onboarding and Training: Co-browsing can be used to provide new employees with hands-on training, guiding them through specific tasks and procedures
Technical Support: Technical support teams can use co-browsing to diagnose and resolve problems pn a customers website or web-based application
Market Research: Researchers can use co-browsing to observe and gather information about website visitors behaviours and interactions
Agents can initiate a cobrowsing sessiong with customer after taking their permission and opt-in. You can refer this page to know the step by step guide to enable conrowisng from scartch.
During the session, agent can annonate on customer's screen to guide them, take control of their screen to assist with navigation as well as allow customer to share their full device. For more details, you can check this page. Apart from this, Sprinklr also allow brands to record co-browsing sessions that can be accessed by agents for training purposes. You can choose to mask certain fields on your website, basis which agent won’t be able to see it during a co-browsing session to protect customer data. Refer this link to get more details on how to enable these features.
Sprinklr Cobrowsing has expose multiple metrics which can be measure to operation effeciency of agents using this feature. Additional metrics can be added on request basis.