What Is Co Browsing?
Co Browsing is a quick and easy way for an agent to instantly view a visitor's screen, whether it's a customer or potential customer. One application for co browsing is for live help and live support, enabling customer service agents to assist customers with complex transactions or complex form completion online.
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LiveLOOK's co browsing solution makes integrating screen sharing capability easier than ever. With one-click co browse technology, LiveLOOK has deployed its co browsing product to clients like Dell, TurboTax, Intuit and more, and have secured a position as industry leaders in the live help and live support category.
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LiveLOOK's co browsing technology works with any web browser (IE, Firefox, Safari, Netscape, Opera etc.) as well as with any Operating System (Windows, MAC, and Linux) behind any firewall, without triggering any alerts. This is important because it facilitates instant interaction with a single click without having to worry about Browser, Operating System, or network compatibility issues. One of LiveLOOK's key values is that its patented co browsing technology requires no downloads or installations, and it is universal.
Read more about LiveLOOK's co browsing technology specifications
As an example, a consumer who visits a web site and needs customer support contacts a support agent via telephone. The consumer attempts to explain to the customer support agent what they are seeing on their screen, and, in many cases confusion sets in, leading to frustrations for both the consumer and the agent. With LiveLOOK's co browsing technology, the consumer can click a "Co Browse with an Agent" link or button on the company's website. A LiveLOOK Co Browsing window opens and automatically generates a session number. The consumer communicates this number to the agent via telephone, and within seconds the agent can see the consumer's screen.
Learn more about LiveLOOK's co browsing security, including page and field masking
In the scenario above, the consumer is the person showing the screen (host). With other co browsing solutions, the person showing the screen (host) would have to click on several pop-up windows, download and install software and hope the install process goes smoothly. In most cases, a consumer would not be happy to do this or would refuse to do so, resulting in dissatisfaction with the service experience. With a true one-click co browse solution, LiveLOOK allows screens to be shared instantly and without the typical roadblocks of first generation co browsing solutions.