About Cobrowse
Cobrowse makes it easy for corporations to provide high-value, live collaboration options to online customers and prospects. Cobrowse is an advanced interactive solution which allows agents and customers to effectively navigate authenticated websites, share shopping carts, view personalized pages and jointly fill out forms.
During a cobrowse session, agents can provide immediate, personalized service to customers through text chat messaging. Phone agents can navigate web sites with the customer while assisting them over the phone. Along with the advanced cobrowsing capabilities, Cobrowse also ensures confidentiality of sensitive customer data, and compliance with business and legal requirements.
Agents require the eGain CobrowsePlus license, and the Start or Join Cobrowse and the View Cobrowse permissions to be able to work on Cobrowse.
Using Cobrowse, you can perform the following actions on a web site:
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Jointly navigate through a web page with a customer
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Access the same page as the customer at the same time
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Assist customers to fill out forms by entering content on web pages being cobrowsed
Agents and users can cobrowse on webpages owned and tagged by the company, as well as web pages outside the company's domain:
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Company-tagged pages: Agents can start or join sessions with customers and cobrowse web pages that have been tagged by the company and exist within the company's domain.
Cobrowse Toolbar
The following table explains the fields and buttons available in the Cobrowse toolbar for tagged web pages.
|
Use |
To |
|---|---|
|
Address Bar |
View or change the URL of the web page being cobrowsed. |
|
Previous page button |
Go back to the previous page
|
|
|
Go forward to the next page
|
|
|
Refresh the display. |
|
Session |
View the unique ID for the session. |
|
Stop the Cobrowse session button |
Stop Cobrowsing. |
|
Help button |
View Cobrowse Help |
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