Lets Talk

To discuss your Business Challenges and Marketing needs call today on: US: +1 408 _4147466
IN: +91 124 _4985500

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

Slides: Co-Browse Slideshow
View this slideshow to see how RightNow Co-Browse enables customers to share their desktop while engaging in live chat or a phone conversation with a contact center agent.
Guide: Co-Browse Best Practices
Co-browse can resolve issues more quickly and improve customer satisfaction.
Data Sheet: RightNow Co-Browse
RightNow Co-Browse enables a consumer to share his or her browser, or another application, while engaging in live chat or over the phone with a contact center agent.
Guide: Best Practices For Chat Deployments
An in depth look at the best practice guidelines for RightNow Chat Deployment.
Data Sheet: RightNow Chat
Take advantage of the real–time responsiveness of RightNow Chat to satisfy customers while also driving new revenue.
Guide: Chat Volume And Staffing Calculator Best Practices
This worksheet will help you determine how to estimate chat volume and staff accordingly.