- Mar 2019
Your customer is frustrated because they're having trouble on your website. Your agent is frustrated because he can't see where the customer is struggling. The customer has to describe what's on the screen; the agent has to articulate where to click. It's cumbersome — and results in long handle times.
Co-browse in many cases are table stakes. Some of our competitors have been capable of co-browse for awhile. I don't disagree with the summary of the "business challenge," but I think there could also be more to indicate that our customers are demanding this functionality.