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Enter the Developer Network

Co-browse & Chat for real customer help and service

Backbase Co-browse and Chat provides real-time assistance to customers that need help. Very often, end users might find themselves lost in a complicated application.

Increase Customer Satisfaction and Conversion
through collaborative browsing

Backbase Co-browse and Chat provides real-time assistance to customers that need help. Very often, end users might find themselves at loss in a complicated Web application. They easily become frustrated and end up giving up and moving away. With Co-browse and Chat you can engage directly with them by hand holding and by providing expert advice where necessary. Co-browse and Chat have proven to significantly increase customer satisfaction and online conversion.

How does it work?

Simply add the Co-browse engine to your website. When a user connects to your site the engine is automatically downloaded to the browser. The user is then able to request co-browsing by simply clicking a button on the Web page. The end-user can select to communicate with the company representative either with Chat or by calling on the phone. Once the communication has started the company representative can guide the end user through the Web page or through filling out a complex data entry form. Sensitive data such as SSN and credit card numbers entered by the end user can automatically be masked and hidden from the representative. The software is easy to install and requires no plug-in. The application comes with an advanced enterprise integration architecture that facilitates easy integration with your customer content center and other relevant business applications.

Watch a 2 minute movie about the functionalities of Co-browse

What are the benefits?

Enhance customer experience and satisfaction by hand holding customers through the application
Improve online application and transaction completion rates
Prevent customers from abandoning online interactions
Stimulate people to use your web channel more
Increase customer satisfaction and loyalty

How can I use Co-browse?

Co-navigate many types of web applications in a higly efficient way.
Interact with a customer by using the customer's Web browser to show them something or help them to fill in forms
Allows remote participants to easily synchronize pointing, scrolling and browsing of uploaded content in their web browsers
Push relevant pages to visitors to up-sell and cross-sell

Where to use it?

Companies that are serious about online self-service and e-commerce use Co-browse to help and walk non-technical web users through a Web application. There product has been designed to meet the needs of technical support and telesales departments that need to see the end-user screen and sometimes take control of it. In short, when there is need for real-time and direct online collaboration, there is Backbase Co-browse and chat to help you!

Features & Benefits

Features	Benefits
Usage
One-click start	Enable customers to start co-browsing with a single click
Real-Time Collaboration	Provide hands-on assistance with co-browsing and joint form-fill features. Customer and Agent can fill-out forms together, field-by-field
Chat or phone support	Make chat or phone contact available whenever visitors request it, or proactively invite them to chat / call.
End user Indicators	Highlight text and use symbols to point out fields
Simple, easy to use	Keep the interactions extremely simple and safe
Secure	Full security included for sensitive information (e.g. credit card and SSN)
Architecture
Zero-install	Flexible and easy deployment: No pre-installation or pre-registration requirements (zero-install). No reliance on any controls, applets, plug-ins or binary executables
CRM & Call Center integration	Seamless integration with existing CRM & Call Center software packages through the XML-API
One step implementation	Simply include a link to Backbase co-browser’s engine (JavaScript)
Support major browsers	Support IE, Firefox, Safari, and Opera