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Co-browsing Software: eGain Cobrowse

What Analysts Say About eGain Solutions

Co-browsing: The Need

Wouldn’t it be great if an agent was able to chat or talk to your customer on the phone as the customer was browsing your website? The agent could then help the digital customer shop, resolve problems, fill an online form, or perform other transactions. Cobrowsing software is a business’ answer to exactly that need.

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Say Insurance® starts with eGain Cobrowse for digital member engagement


eGain Cobrowse™: True co-browsing software for digital customer support

eGain Cobrowse offers true cobrowsing, not just screen-sharing or proxy-server-based technologies.

The unique cobrowse software enables your customer service and contact center agents to offer, in the most human way possible, the digital support online customers need. It allows agents to provide high-value, collaborative, realtime support. By offering assistance exactly at the time of need, your business can convert website visitors—customers and prospects—into profitable, long-term customers.

eGain Cobrowse is designed to provide smooth co-browsing experiences even on complex websites.

Delightful

  • Allows phone and chat agents to provide a richer, multimedia experience by conducting a simultaneous cobrowse session.

Easy and secure

  • Enables the agent and the customer to fill out forms together, field by field, even highlighting specific areas of a form or web page for clarity.
  • Allows business rules to be created for specific web pages. For example, a business rule can be written to restrict agents from submitting forms or viewing sensitive information in certain form fields.

Easy to manage

  • Can be set up to allow cobrowsing sessions only in specific sections of the website.
  • Offers configurations to enforce company and regulatory policies.

Customer-agent collaboration

With eGain Cobrowse, your agents are literally “on the same page” as your customers. Agents can augment a phone call or live chat or a click-to-call session with cobrowse.

  • They can offer secure and confidential over-the-shoulder assistance by cobrowsing rich web content
  • Businesses can configure fine-grained cobrowsing rules to disable read or edit access for agents to specific fields within web pages and web forms to ensure client privacy and process compliance
  • All agent and client cobrowse actions are logged and available for reporting, auditing, and discovery

FEATURES

Available on 98% of browsers

No downloads required

Ensures privacy and compliance by allowing business rules to be configured to disable read, edit, submit actions on elements of forms

Allows comprehensive session logging

Combine it with eGain Chat™ and eGain ClickToCall™ to let customers seamlessly combine live chat with cobrowse, or click-to-call with cobrowse while researching, deciding, and buying on the website

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With eGain Offers™, businesses can proactively offer cobrowse sessions to website visitor

Provides a 360 degree view of customer interaction history to agents

Provides true multichannel experience as it can be used in conjunction with a phone call, web chat, or click-to-call session

Organically built on the CEH platform, eGain Cobrowse works seamlessly with all other products in the eGain products suite

Simple to set up