Cobrowsing and Chat for Sales & Support

During a conversation your contact center agent can view the web page of your customer, instantly see what he is talking about.

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Features

Browse and Click together

Guide a visitor to the right content on your website. Both the visitor and the agent can navigate. The visitor sees the mouse pointer of the agent and vice versa, so both have real understanding what the other is doing.

Sticky Notes

Highlight and point out important parts of a web page by adding a sticky note.

Co-Filling

Instantly see what an online visitor is typing in online forms. Agents can fill out complex forms together with the online visitor.

Co-Scrolling

See an online visitor scrolling a large web page. The agent is able to scroll the view of the customer to exactly the right location and vice versa.

Works Behind Logins

Channel.me can be used behind login screens. This allows you to help visitors in your checkout procedure or their account on your site.

Field Masking

Field masking allows companies to specify which form fields on a webpage contain sensitive information. All masked fields are disabled for an agent and never leaves the online visitors browser or passes through the Channel.me servers.

Reports

Use your current reporting system like Google Analytics to see the impact of cobrowsing.

SSL Encrypted Connections

Channel.me uses the same kind of encryption your bank uses.

Mobile support

Runs on all mobile devices like iPhone, iPad and Android based devices.

ICT Impact

Copy and paste this code to every page where you want the co-browsing digits to display.

<p id="wwwchannelme" data-code="account">0000</p>
<script type="text/javascript" src="//channel.me/siteconnect.js"></script>

Form Field Masking

This option is only necessary if you want to mask certain fields in a form.

In some cases you don't want a sales or support agent to see customers sensitive data, like credit card information. Add the right class to mask certain form fields.

Example:

<input class="cobrowsing_nosync">

Example:

<input class="cobrowsing_agent_disabled">

Example:

<input class="cobrowsing_nosync cobrowsing_agent_disabled">

Private Elements

This option is only necessary if you want to mask or remove certaint elements on a page.

In some cases you don't want a sales or support agent to see sensitive parts of a page.

By adding the attribute data-cobrowsing to any valid html5 element it is possible to hide, or totally remove it from the agent's view. This makes it easy to remove sensitive and unwanted parts of visitors interface from the agent's view.

This makes it possible integrate cobrowsing with other site tools like live video chat, or chat solutions from external parties.

Example:

<div data-cobrowsing="hidden" >
  <p>This entire section, including the "div" is removed from the view of the agent.</p>
</div>
<div data-cobrowsing="disabled">
  <p>The contents of the "div" is removed from the view of the agent.</p>
</div>

What is cobrowsing?

Cobrowsing is like screen sharing (TeamViewer, Join.me etc) except that it's limited to sharing webpages.

With screen sharing software you can control the entire computer, Channel.me only shows what's on the customer's web page itself, not other open tabs, and not other open applications, making it much more secure than a traditional solution.