Cobrowsing is an advanced way to interact with clients or customers through the same webpage. It is also known as collaborative technology, as users collaborate and interact with the sources. As they can access the webpage simultaneously, the agents can see where customers are stuck. At the same time, it ensures customers’ safety by taking the help of several different tools.
They take several steps to observe the cues and leads they follow properly. A strong encryption protocol is used in co-browsing solutions to prevent eavesdropping and data tampering. In order to provide ease in the process, the agents help the customers in every step.
Furthermore, any shared data should be encrypted in transit to protect it from prying eyes. Further, the article will cover some important aspects of co-browsing and how it ensures safety in online interactions.
How Does Co-Browsing Work?
Cobrowisng is mostly for help and assistance. Sessions of co-browsing usually start when a user asks for aid or cooperation. It mainly works for the customers and tries every possible way to aid them. A dedicated co-browsing platform or chat assistance on a website can be used for this.
Virtual agents can surf alongside customers until their query is completely resolved, guiding them through the entire process by providing real-time guidance. If you are looking for sources that can provide you with more professional information, you must reach out to co-browsing professionals and learn about the intricacies of it in detail.
Many co-browsing sources allow an agent to see and control a customer’s online experience, enabling them to check the troubles in transactions, demos, processes, and other features and resolve them at that moment only.
Also, if you are dealing with your clients and providing them the information simultaneously, then cobrowsing makes it easier for them to access.
Encrypted Communication
Source: criminaldefencelawyers.com.au
As cobrowsing provide assistance and engage with the clients and customer, it is crucial to ensure the safety of the users. Co-browsing platforms typically use secure, encrypted connections to protect the data exchanged between parties. They use several tools that ensure that the information can not be accessed by any unknown source, which can breach the individual’s privacy.
The encryption protects sensitive data from unauthorized access or interception in any way possible. End-to-end encryption ensures that the user can only share the transmitted data with another person.
Many cobrowsing sources can implement access controls, including single sign-on (SSO), and ask the user to enter a PIN or password for authentication; this way, the data is protected.
There Is No Need To Download Anything
Many different programs only provide access to the user if you download the application, but in cobrowsing, the scenario is different. Co-browsing typically does not necessitate the installation of any additional software or plugins. You don’t have to add the extension or any plugin that usually allows viruses to enter.
This reduces the potential security risks of downloading unknown files.
Cobrowsing streams your website’s HTML and CSS code into a viewer. It is designed in such a manner that the work of the client is reduced, and they don’t have to spend unnecessary time on the downloads. Most cobrowsing applications allow you to reject sections of code from your website that you do not want to be streamed.
It is crucial to look at the guidelines and terms and conditions before accessing the cobrowsing to ensure what settings are accessed by cobrowsing.
Data Protection Regulations Compliance
Reputable co-browsing solutions are built with data privacy regulations, which mainly are the GDPR (General Data Protection Regulation) in Europe. Certain data security guidelines and regulations ensure no cobrowisng software company can access the user’s data.
They follow strict guidelines when it comes to handling personal and sensitive information. Also, before reaching out to a particular cobrowsing source, looking at the software and tools the company uses to provide access to you is recommended.
In many cases, the session is recorded for administration purposes. Users should be informed if the session is being recorded or if the logs are being kept for auditing purposes.
The users should ask whether it has been recorded to ensure their privacy, and at the same time, the other company must also inform beforehand about the recording.
Session Timeouts
Source: agentiq.com
Sessions may time out automatically after a period of inactivity. To ensure safety, some sessions have timeouts, and the session will expire whenever the work is done. This ensures that the co-browsing session does not run indefinitely, potentially exposing sensitive information.
Many times the non-tech users need to become more familiar with cobrowisng features and how to end the session, but if the cobrowsing source is high-tech and knows how important it is to maintain the safety of the user, then they will have this feature of session timeouts.
This way the sensitive data of the user is protected and they will be informed about at what time the session will be completed.
Increasing Customer Satisfaction
While configuring solutions may take a few minutes for a tech-savvy individual, the same problem can be time-consuming, tedious, and hard for non-tech users. With the safety measures, cobrowsing ensures that, ultimately, people should benefit in every way.
Because cobrowsing allows agents to interact with the user’s screen, they can guide them through the problem-solving process verbally and visually.
Users may only need more safety if it involves less personal information. In such cases, Many co-browsing solutions include a “view-only” mode in which the participant can see but not interact with the initiator’s screen.
This way, the screen is shared, but the other user cannot access the device. When sensitive information is displayed on the screen, this mode is useful. Ultimately, the customer satisfaction is increased.
Takeaway
Source: screenmeet.com
About 58% of the companies in the US use cobrowsing software and provide assistance to the clients and customers. This shows that many people trust on the cobrowsing for interaction with the other party.
The user must do proper research before planning out on using any cobrowsing software to ensure the security and safety of their data.
