Co-browsing allows customers and agents to be on the same page, literally. With the click of a button, customer service representatives can straight away view and chat with customers' web browsers. They can provide real-time and personalized support to the customers. The best part about Co-browsing is it allows an agent to only see current tabs that he/she is on the web page and not any other open browser or tabs.
So, if you’re planning to add the co-browsing tool to your website? Sounds cool! But before you opt for Co-Browsing solution for your website, you must ask these questions to avoid any confusions or problems in future.
Here’s a Checklist before selecting a Co-browsing platform
1. Do your Co-browsing support iFrames on a shared screen?
An iFrame, also known as Inline Frame, is the HTML document that is rooted inside another HTML document on the website. It is normally used to insert stuff from another source. You should ask the co-browsing service provider whether the co-browsing support iFrames or not. There are many companies which do not support its browser security stuff and the only main window is synced.
2. Is there any chance of redacting sensitive information on the host’s computer?
For assurance of security profile, the redaction should be performed on the host’s browser tab on their computer, not on a server that is somewhere else. Cobrowse security and privacy features must be strong, it is better to clarify such crucial scenarios before investing in the co-browsing solutions; especially if your customer’s website consists of crucial information or data.
3. Will customers have to write executable software to their computers (even temporarily)?
What happens if a customer refuses to run executable software to their computers: will they still be able to share their screen? Will the customer’s antivirus alerts be triggered? Will the customer be prompted to allow a bypass to the firewall and/or antivirus defense system for the cobrowse solution to function?
4. Is licensing seat-based or capacity based?
Before selecting a co-browsing solution, consider whether your company is small sized or large sized. On the basis of that select seat-based licensing or capacity based licensing. Seat licensing is good for small teams while capacity-based licensing provides the flexibility as some providers include multi-site deployment in a capacity-based licensing.
5. Does co-browsing require any additional download on the part of the customer?
“Adding a human touch to your customers’ experience can help you distinguish your brand. Visual engagement tools, such as co-browsing and video chat can help build an emotional bond with customers.” – Venesha Brooks
You need to clarify either you or the customer need to change the security settings or any other additional download to run the co-browsing tool or not. If your customer asks you the same question to you, then you should have a proper explanation for the question.
6. Is that possible that more than one Guest view the Host’s session?
More is always better. If there is a situation where you are stuck at something and you are not able to figure out then your supervisor or senior can be the part of the co-browsing session and assist the customer. It will be an advantage if it is possible to add more than one Guest view in Host’s session. Make sure your co-browsing tool at least allow 3 to 5 participants in the session.
7. Can the Guest take control of the Host’s browser tab?
There might be a situation where the customer requests to do take the control of Host’s browser tab. Hence, not every organization is willing to accept the feature. It totally depends on them whether they want it or not. But you can ask your service provider whether this feature is available or not.
8. Is this a co-browse point solution or a multi-faceted collaboration platform?
Enterprises should seek solutions that could provide Asynchronous and Synchronous. By taking on the power of shared experiences can enhance the customer service. Not only that but it makes the tool more powerful and resourceful. The multi-faceted collaboration will have more features and it will be an added advantage while assisting your customers.
9. Do the Host and Guest ever communicate with each other directly?
“Your ability to communicate is an important tool in the pursuit of your goals, whether it is with your family, your co-workers or your clients and customers.” – Les Brown
In the original P2P i.e. Peer-to-Peer communications system, the guest and host can transmit data directly from one to the other with the help of the server-based traffic controller. This could be resourceful for one-to-one desktop sharing. But undoubtedly, it introduces scale and security issues for Enterprise Co-Browsing.
10. Can the Host accidentally share other web tabs or even applications?
It is significant to maintain the Implied Contract of Trust commenced by a Co-Browsing interaction. You must ensure that the Guest Viewer couldn’t see anything that is not actively visible to the Host. This way the Host maintains control over what is and isn’t viewed by the Guest viewer.
11. Does any process-able information ever leave the Host’s computer?
It is important to know whether any crucial or process-able information could leave on a host’s computer or not. Even your customers may feel insecure if they doubt the confidential information is shared with the host’s computer. Therefore you must verify the dilemma. Otherwise, it can risk the organization or website’s crucial data.
12. Is this hosted on a shared?
It is crucial for performance data segregation and security that Enterprises receives dedicated resources with the power to control their upgrade isolated data storage and schedule them. Hence, it will be the risk for the company and customer if any kind of information is stored and it will get misused in future.
13. What security measures does the company take with data and privacy?
14. Does co-browsing work on mobile devices and tablets?
“Mobile is the perfect example of what is enabling economic growth in the technology sector.” – Max Levchin
According to the Survey conducted Business Insider, U.S. adults spent 59% of their time on mobile and 41% on desktop, but just 15% of their dollars on mobile and a staggering 85% of their dollars on the desktop. This show how it is important to consider mobile and tablets users in co-browsing.
15. Who will be co-browsing with whom?
Sounds silly but it is necessary to understand the process. You need to know that who will take the lead and who will initiate the co-browsing. It is very important to know who will be controlling the session. Do customers have the right to stop co-browsing in the middle of the session? Can customer add his friend’s browser window in the session? Hence, these types of questions need to get answered.
16. What should agents be able to do on the customer’s screen?
This question is crucial as you get to know about the rights of customers. Every co-browsing platform is somewhat different from each another in terms of functionality. Thus such questions get arise in mind like can the agent close the existing tab and start the new tab? Does he have access to the navigation apart from the browser? You need to understand what agent can access before you start the co-browsing.
17. Should all agents have the same privileges?
This is one of the common questions asked when it comes to co-browsing. Do senior customer service representative and a junior customer service representative have equal rights in co-browsing? Is there any additional privilege to the senior? Is there anything that the agents cannot do in co-browsing, but the manager can do?
18. Which are the browsers that are supported for co-browsing?
You need to make sure that on which browsers co-browsing is compatible. There is a possibility that not all of your customers will be using the same browsers. Make sure that co-browsing is compatible with most common browsers that are used by the customer like Google Chrome, Mozilla Firefox, Opera and other browsers that you and most of the customer are using.
19. How do you deal with HTTP/HTTPS data?
“Look at data and network security as a selling point, not only a cost to the business. It’s an investment in your customers that they will appreciate.” – Tom Vaughan
Instead of HTTP that stands for HyperText Transfer Protocol, most of the shopping websites use HTTPS that stands for HyperText Transfer Protocol over Secure Socket Layer. Using HTTPS, the information sends over the web is secured and in encrypted format so that no third party can read them. HTTPS keeps your information safe from hackers.
There are various websites who are not secured and do not use https, you need to know how the co-browsing website deals with those websites.
20. Does slow internet affect the video quality of co-browsing?
You certainly need to clear this point. Many co-browsing users claim that slow internet affects the video quality of co-browsing. You should be aware of the minimum required Mbps speed for co-browsing. There is no sense of performing co-browsing activity with poor video quality.
21. Can any passwords or personal details entered by a user be seen by the other users?
What if you need to enter the password while co-browsing is on? Will the password will be visible to the agent? If it is, then it might create trouble for you. Hence, you should know about such scenarios. If it happens than how the customer will trust the co-browsing platform? Hence, you need to clear the dilemma for your customers.
22. Can we open multiple sites directly from the dashboard?
Yes, you can. Now you can cobrowse any website for example abc.com. What you need to do is, copy website URL and paste into the dashboard option.
The Last Word:
Once you have these answers, you are ready to use the co-browsing tool at your best! Educate yourself about the tool and impress your customer with the exceptional customer service by using Co-browsing.