Getting started with Cobrowse by Zoho Assist
Cobrowse by Zoho Assist helps your support teams guide customers in real time by securely sharing a webpage or a browser tab—without any downloads, screen sharing, or privacy risks. Get to know what about this robust tool, what it can do and how it works along with a step by step guide, so you can decide quickly if it's right for your business.
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What is cobrowsing?
Collaborative browsing (or cobrowsing for short) is a process where a support agent and customer can view a website together and perform actions in real time. Unlike traditional screen sharing, the support agent cannot view or control the screen beyond the shared website. Personal identifiable information (PII) and sensitive fields can also be redacted or blacklisted to protect the customer's privacy in cobrowsing.
How does Cobrowse by Zoho Assist work?
Cobrowse by Zoho Assist works by enabling DOM synchronization on executing a script embedded in the website. This means that all websites cannot be shared in a cobrowsing session. Only the ones where the script is embedded are capable of cobrowsing. The script is readily available within the software, which businesses can embed in their websites. Additionally, it uses TLS and 256-bit AES protocols for encryption and helps businesses mask fields that will contain sensitive information.
Why use Cobrowse by Zoho Assist
Issue resolution at first touchpoint is key to improved conversion rates and customer retention. Cobrowse by Zoho Assist makes instant visual support accessible to every visitor on your website. Here are some key benefits that result from cobrowsing.
Assured compliance
Cobrowse by Zoho Assist is built with secure privacy controls such as data masking and field masking through blacklisting elements. It is compliance-ready by design, adhering to GDPR, HIPAA and PCA.
Faster issue resolution
Cobrowse by Zoho Assist replaces verbal communication by providing real-time visual context, helping support agents see where exactly where their customer is facing an issue and resolving it promptly.
Enhanced customer experience
Cobrowsing removes the need for detailed explanations from customers. With over-the-shoulder assistance from support agents, it helps them resolve issues in fewer steps with less confusion.
Improved agent productivity
Cobrowse by Zoho Assist is a game changer for your support agents, where instead of sending back-and-forth messages, they can see the customers' issue for themselves and solve it instantly. It saves time and streamlines the support process for your team.
How to start using Cobrowse by Zoho Assist for your business?
Sign up for an account
You will get access to the free trial of Cobrowse by Zoho Assist on signing up for an account.
Embed the Cobrowse widget in your website
Go to Cobrowse -> Configure and start customizing your widget. Copy the widget code after customization and embed it in your website script.
Configure privacy controls
For masking confidential or sensitive data, go to Settings and enable Blacklist Elements. Click Add Elements to include the CSS selectors for input fields like passwords, account or credit card numbers
Start a cobrowsing session
You are all set to start your first cobrowsing session! Once you get a support request from a customer, go to Cobrowse in the top menu bar and click Start now. Share the unique session key with your customer to join the session.
Collaborate on the webpage
Once the customer joins the session, you can view the webpage they're viewing. Scroll, navigate and annotate on the webpage to show how the process can be done.
Who can use cobrowsing?
Whether it is SMBs or enterprises, any one with a website that directly handles sensitive data like customer's PII, passwords or account numbers will benefit from a cobrowsing software like Cobrowse by Zoho Assist.
Customer support
Support teams can focus on providing their expertise without worrying about compliance or privacy risks.
Financial services and banking
Cobrowsing, with its 256-bit AES and TLS encryptions, is perfect for financial institutions and banking services who deal with sensitive information and transactions.
E-commerce
Online shopping on e-commerce platforms where customer care teams handle queries in large volumes on a daily basis can speed up processes through cobrowsing.
Frequently asked questions
Yes, cobrowsing is secure for sensitive data due to it's advanced privacy controls. Fields or elements that contain sensitive information can be masked or blacklisted so that it is not visible to the support agent. Additionally, the agent can only view or scroll through the webpage by default. They need to request control from the end user to click or type in any fields.
No, cobrowsing does not require customers to download any software, especially with browser-based solutions like Cobrowse by Zoho Assist. All they have to do is click on the invite link and join the cobrowsing session directly from their browser.
It takes only a few minutes to setup cobrowsing for your website. Cobrowse by Zoho Assist provides the code snippet to enable cobrowsing for your website. Once your developer adds the code to your website script, you are good to go. Your support team can start conducting Cobrowse sessions as they receive customer queries.
Yes, along with PCI, Cobrowse by Zoho Assist is GDPR and HIPAA compliant.