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.
eGain Cobrowse™: True co-browsing software for digital customer support
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.
Easy and secure
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
Offers configurations to enforce company and regulatory policies.
“With eGain, we will delight customers with digital-first collaborative assistance in their insurance journey.”
Marc Deiter, Director, Say Insurance®
- 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
- 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