Co-Browsing Technology Featured Articles

LiveLOOK Steps Ahead with Secure Co-Browsing Technology

July 22, 2013
By Blaise McNamee, Web Editor

Co-browsing is an extremely powerful tool for sales and customer service interactions. By creating an instant screen sharing experience, businesses can create a more personalized relationship with their prospects and customers, interactively guiding them through the company’s websites, applications, and web forms.

First generation co-browsing technology uses either HTML or screen sharing to establish a visual connection between agent and customer. Current solutions on the market thus only allow an agent to do one of two things: Open a customer’s desktop entirely, or only view the web pages where the company has placed co-browsing JavaScript code. Clearly, both of these present problems.

While almost all companies would like to be able to co-browse away from the company’s website, to a third party website, a local PDF, or the customer’s browser settings for example, the first option poses an extreme security risk, as the customer’s personal data is completely exposed to the agent.  Everything on the customer’s PC (files, documents, e-mails, applications, settings, etc.)is accessible with this approach. The latter option, on the other hand, is far too restrictive for co-browsing to be effective. Moreover, it can be very difficult to obtain corporate permission to implement co-browsing JavaScript code site-wide, not to mention it may also be technically difficult, depending on the nature of the company’s site and its features.

Image via Shutterstock

LiveLOOK’s second generation co-browsing technology, however, harnesses a completely unique approach that combines both techniques to deliver features that are otherwise impossible with other co-browsing solutions. Its new, patented approach enables a business to flexibly limit an agent’s view to whatever its use case requires. In other words, LiveLOOK can be configured to block or allow any combination of content on the customer’s desktop, including particular web domains, customers’ browser settings window, PDF documents, and more.

For example, an online university recently partnered with LiveLOOK to enable co-browsing on their website; a list of government websites (FAFSA, etc.); Word, PDFs, and Excel documents; and browser/Internet settings windows only. Because they served the military, they were justifiably concerned about what might be on their students’ screens during a co-browsing session. Being able to maintain strict control over what can and can’t be seen was thus very important to them. No other solution would be able to accommodate this.

The ability to secure co-browsing of any content on a customer’s computer truly separates LiveLOOK from its competitors. Restricting sharing to a customized white list of specific desktop applications or content ensures that agents are able to deliver exceptional customer service and sales assistance while maintaining the security and privacy of customer data.

Edited by Blaise McNamee

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Featured Use Cases

Use cases: for Customer Service
Customer support. A customer requests help finding information or understanding on-site functionality. By co-browsing, a customer service agent quickly and accurately solves the customer's problem.

Presenter Use Cases for Customer Service
Product demos. A customer has questions about a product or service. A customer service agent shares his or her screen with the customer to visually present the answer, avoiding misunderstandings and quickly resolving any questions or concerns.