Cobrowsing

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SCREEN SHARING

During a chat conversation initiated on your contact center’s website, customers can share their screens with agents, allowing agents to follow the customer’s scrolling movements and clicks. Cobrowsing functionality helps agents to provide better assistance to customers because they can see exactly what the customer is talking about. Agents can view forms, webpage elements, photos, files—anything present on the customer’s screen—and explain what the customer should do.

 

CUSTOMER-CONTROLLED COBROWSING

Cobrowsing is initiated during the chat by the customer, not the agent when the customer clicks the cobrowsing button. Screen sharing ends when either the customer clicks “Stop” or when the chat is terminated. The customer has complete control over what is shown on the screen, and the agent has viewing privileges only.

 

EASY TO CONFIGURE

Cobrowsing is configured in the HTML code of the chat application that customers will use to access your contact center. To configure cobrowsing for web chats, you must have system access to either your contact center tenant’s HTML snippet code and/or your organization’s website.

 

HIGHLIGHTS

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LEARN MORE ABOUT WEB CHAT

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All aspects of chat widgets, chat forms, and proactive chat can be edited and customized in our intuitive editor UIs without having to code or re-upload HTML chat snippets

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Using point-and-click configuration, different offers can be popped based on a web page, various other conditions, or in combination

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A handy visual timer shows agents which customer they are chatting with and how long they have been waiting for their reply

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Web notifications remind customers about their chat sessions, which helps to reduce customer-abandoned chats

[/bsf-info-box][bsf-info-box icon=”Defaults-comments” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”COBROWSING” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fcobrowsing%2F|title:Cobrowsing||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

Customers can share their screens with agents during a chat on a company’s website, allowing agents to follow the customer’s screen movements and clicks

[/bsf-info-box][bsf-info-box icon=”icomoon-BRANKIC-tablet” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”VOICE AND VIDEO ESCALATION” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fvoice-and-video-escalation%2F|title:Voice%20and%20Video%20Escalation||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

When enabled, customers and agents can upgrade their chat conversation to a phone call or audio-video call over the Internet at any time

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BRIGHT PATTERN CALL CENTER SOFTWARE

The choice of enterprises of all sizes and across various industries

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