Use Pega Co-Browse to engage customers in a high-touch, visual way on your website. Assist customers with their issues while guiding them toward efficient, self-service solutions. With Pega Co-Browse, a CSR and customer simultaneously view the same webpage during a chat or phone interaction. The CSR helps the customer to more quickly find information and answers. The CSR can click different parts of the webpage to highlight them for the customer. For example, the CSR can click a Check out button to call attention to it.
The following figure shows an example of the CSR and customer views of the same webpage during a co-browsing session.
You can configure selected webpages on your website to support co-browsing. A customer viewing a webpage can request co-browsing support by clicking a button, using a keyboard shortcut, or by using a custom method that you have defined for that webpage. For more information, see Configure how your customers start co-browsing.
A CSR can initiate a co-browsing session by sending a link to a customer during an interaction.