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EXECUTIVE Q&A

What is co-browsing?

Co-browsing is a technology that allows a form of joint navigation through WWW and makes it possible for the company and the customer to access the same web pages at the same time.

Co-browsing can be used for many objectives (incl. support, sales, product selection, and account management) as it allows sales and customer service agents to interact with the customer using the customer’s web browser to show them something in real-time.

Both parties can see the mouse movements and the agent can provide hands-on assistance for the customer. For example, the agent can use co-browsing technology to help the customer fill out forms or complete purchases, change settings or find information. If he wishes to, the customer can even hand over the control of the site to the agent so that he can take over the process remotely while the customer watches.

 

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