Co-Browse

Provide A Personal, Assisted Web Experience

Visitors who can’t find what they need quickly and easily on your website probably won’t stick around. Even with a great web self-service implementation, some visitors will still require agent-based assistance to get through a purchase, find the right information, or get answers to their questions.



Business Challenges

  • Website abandonment due to complex navigation
  • Complicated webforms confuse customers
  • Customers unable to resolve issues without agent assistance
  • Long contact center issue resolution times

Solution

RightNow Co-Browse provides a visual connection between agents and their online visitors. Coupled with a chat session or phone call, agents are able to provide expert support by guiding customers through the website in real time, helping the consumer to achieve their intended goal. By adding co-browsing tools to an already rich web experience delivered through Customer Portal, you create more personal consumer interactions. The result? Increased sales conversion rates, shorter issue resolution times, and happier customers.


Co-Browse Is Easy And Safe To Use

Co-Browse provides a personal, assisted web experience that increases agent productivity while enhancing the customer experience.

  • 100% browser-based, nothing for customers to download or install
  • Hides sensitive fields such as credit card numbers from the agent
  • Works with complex pages and technologies – Ajax, Flash, .NET, Applets, ActiveX, etc.
  • Supports security protocols - will not trigger pop-up blockers or invoke security alerts
  • Works across all commercial firewalls and browser pop-up blockers
  • Integrates with RightNow Web Experience through Customer Portal
  • Integrates with the RightNow Contact Center Experience through Dynamic Agent Desktop

Using Co-Browse To Guide Customers Through The Website In Real Time

Co-Browse allows consumers to share their screens with an agent, providing a visual aid in the completion of complex tasks and issues.

  • Increase RightNow Web Experience “stickiness”
  • Increase sales conversion rates
  • Reduce sales cycle or transaction time
  • Increased first call resolution



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