Cobrowsing Software
eGain Cobrowse
What Analysts Say About eGain Solutions
Top score in the 2023 Gartner Critical capabilities report for the CRM customer engagement center for knowledge management + digital engagement + composable experience platform
Top score for “current offering” (that is, product) in the 2021 Forrester New Wave (most recent report) on Digital-First Customer Service
Co-browsing: The Need
Wouldn’t it be great if an agent was able to chat or talk to your customer on the phone as the customer was browsing your website? The agent could then help the digital customer shop, resolve problems, fill an online form, or perform other transactions. Cobrowsing software is a business’ answer to exactly that need.
eGain Cobrowse™: True co-browsing software for digital customer support
eGain Cobrowse offers true cobrowsing, not just screen-sharing or proxy-server-based technologies.
The unique cobrowse software enables your customer service and contact center agents to offer, in the most human way possible, the digital support online customers need. It allows agents to provide high-value, collaborative, realtime support. By offering assistance exactly at the time of need, your business can convert website visitors—customers and prospects—into profitable, long-term customers.
eGain Cobrowse is designed to provide smooth co-browsing experiences even on complex websites.
The unique cobrowse software enables your customer service and contact center agents to offer, in the most human way possible, the digital support online customers need. It allows agents to provide high-value, collaborative, realtime support. By offering assistance exactly at the time of need, your business can convert website visitors—customers and prospects—into profitable, long-term customers.
eGain Cobrowse is designed to provide smooth co-browsing experiences even on complex websites.
Delightful
Allows phone and chat agents to provide a richer, multimedia experience by conducting a simultaneous cobrowse session.
Easy and secure
Enables the agent and the customer to fill out forms together, field by field, even highlighting specific areas of a form or web page for clarity.
Allows business rules to be created for specific web pages. For example, a business rule can be written to restrict agents from submitting forms or viewing sensitive information in certain form fields.
Allows business rules to be created for specific web pages. For example, a business rule can be written to restrict agents from submitting forms or viewing sensitive information in certain form fields.
Easy to manage
Can be set up to allow cobrowsing sessions only in specific sections of the website.
Offers configurations to enforce company and regulatory policies.
Offers configurations to enforce company and regulatory policies.
Customer-agent collaboration
With eGain Cobrowse, your agents are literally “on the same page” as your customers. Agents can augment a phone call or live chat or a click-to-call session with cobrowse.
Businesses can configure fine-grained cobrowsing rules to disable read or edit access for agents to specific fields within web pages and web forms to ensure client privacy and process compliance
They can offer secure and confidential over-the-shoulder assistance by cobrowsing rich web content
All agent and client cobrowse actions are logged and available for reporting, auditing, and discovery
“With eGain, we will delight customers with digital-first collaborative assistance in their insurance journey.”
Marc Deiter, Director, Say Insurance®
Features
- Available on 98% of browsers
- No downloads required
- Ensures privacy and compliance by allowing business rules to be configured to disable read, edit, submit actions on elements of forms
- Allows comprehensive session logging
- Combine it with eGain Chat™ and eGain ClickToCall™ to let customers seamlessly combine live chat with cobrowse, or click-to-call with cobrowse while researching, deciding, and buying on the website
- With eGain Offers™, businesses can proactively offer cobrowse sessions to website visitor
- Provides a 360 degree view of customer interaction history to agents
- Provides true multichannel experience as it can be used in conjunction with a phone call, web chat, or click-to-call session
- Organically built on the CEH platform, eGain Cobrowse works seamlessly with all other products in the eGain products suite
- Simple to set up
