Cobrowse technology puts your customers and agents on the same page—literally. With the click of a button, customers can show their screens to agents during a service call. When issues are too complex to resolve effectively over the phone or via live chat, Oracle Standalone Cobrowse can mean the difference between a slow and frustrating interaction and a quick, positive service experience.
Shave time off phone and chat interactions by eliminating the need for customers to articulate what they are experiencing or what they are seeing. Agents no longer have to provide verbal instructions that customers struggle to understand and follow. By viewing the same thing, both parties understand one another and can leave the interaction satisfied that the issue has been resolved.
Cobrowse technology enables you to create a “co-shopping” experience that mimics the in-store experience with a well-trained salesperson guiding customers. Inviting website and mobile visitors to cobrowse with an agent while they shop improves engagement and provides many opportunities to up- and cross-sell.
Standalone Cobrowse helps you deliver an optimal customer experience. Agents can quickly launch secure, private screen sharing sessions—on any device—to give customers personalized, efficient assistance.
Extremely granular security settings in Standalone Cobrowse allow service agents to view all necessary online materials to help customers resolve issues or find what they need. These materials can include any combination of web pages, domains, desktop applications, settings, or various types of on-page technologies, such as Adobe Flash Player, Microsoft Silverlight, pop-ups, and dynamic content.
Within the cobrowse session—which is configured to only allow the appropriate levels of content visibility—further security settings can be applied to block specific content from an agent’s view, such as account data or social security numbers. Additional security features of Oracle Standalone Cobrowse include:
Standalone Cobrowse provides access control features to further reduce risk and ensure customer privacy. These access control features include:
Along with strong privacy and security options, Oracle Standalone Cobrowse includes additional features to create an optimal customer and agent experience.
|Customizable UI||Maintain complete control over the style and placement of customer engagement windows. Include links to additional content, such as terms and conditions or privacy policies.|
|Web-based agent console||Easy to access by URL or desktop widget, the Standalone Cobrowse agent console can be embedded into existing agent desktops or workflows.|
|Annotations||Agents can pull up and utilize an annotations palette to take notes, draw around sections, and highlight words to draw the customers’ attention while cobrowsing.|
|Customer and agent surveys||At the close of a highly engaged interaction, Standalone Cobrowse can present surveys to customers and/or agents to capture feedback about their experience.|
|Multiple device support||Cobrowse with web or mobile customers who are using any popular operating system or browser. Additionally, you can build Standalone Cobrowse capabilities into a native iOS or Android application.|
|Web-based administrative console||A simple, web-based interface enables Standalone Cobrowse administrators to easily manage users, configure launch points, and report on cobrowse activity.|
|Global language packs||Deploy Standalone Cobrowse in up to 32 languages.|
|Analytics and reporting||Ability to tie Standalone Cobrowse data into existing analytics systems along with reporting of system sessions within your CRM. During a session, one-click access to customer environment analysis offers further assistance with troubleshooting.|
Learn more about other digital customer service capabilities.