Assist a Customer Over a Cobrowse Session

During any type of customer interaction, you can collaborate with the customer by interacting with a web page that the customer has agreed to share with you. This is known as cobrowsing (or collaborative browsing). In a cobrowsing session, you can navigate through pages and interact with various elements on the shared web page on behalf of the customer.

Prerequisites

• A cobrowse account must be set up by Content Guru.
• Know where the Cobrowse button is located on your website.

Procedure

1. At the point in an interaction where you have offered your customer some assistance over a cobrowse session, direct them to the web page on your website that hosts the Cobrowse button, and then ask them to click the button. This will generate a six-digit code on their screen.
2. Ask the customer to read out or send you the six-digit code.
3. In DTA, click the  button on the Toolbar. In the Cobrowse Panel that is displayed, enter the six-digit code provided by the customer, and then click Connect to send a connection request to the customer.

Note: an unused code expires after 20 minutes.

4. Ask the customer to accept your connection request. On doing so, the cobrowse session is initiated and the customer's screen is displayed in your Cobrowse panel.
5. Use the buttons at the bottom of the Cobrowse panel to interact with the customer on the shared screen. You can interact in a number of ways. For example, you can use a laser pointer, draw, and highlight text on the shared screen. See Cobrowse Panel for descriptions of the buttons.

6. When you have finished collaborating, close the cobrowse session by clicking the Disconnect button in the Cobrowse panel, and then click the Disconnect confirmation button. You do not need to do this if the customer has already ended the session on their side.
7. Close the Cobrowse panel.