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Built for Better Co-browsing: 3 Benefits of Rescue Live Guide

Anand Rajaram

May 18, 2020

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When agents are talking or chatting with customers, they often need to cut through the confusion by seeing what the customer sees.

“How do I do this?”

They’re stuck and need help using self-service or completing their purchase.

“What does this mean?”

They need help understanding a contract or filling out a form.

“I’m not ready to make a decision.”

They can’t decide which service plan or product bundle is best for them.

“How do I use this?”

They’re having trouble setting up or getting the most out of their purchase.

These are just a few of the many situations where co-browsing can save a lot of time and frustration. By collaboratively browsing a website together, you can show customers how to do something, not just tell them. That can help with service and support issues, form conversions, onboarding, and training while creating more self-sufficient customers the next time they have a similar issue.

But not all co-browsing solutions are created equal, and some cause more problems than they solve.

That’s why we purpose-built Rescue Live Guide, a standalone co-browsing solution, to solve some of the biggest issues organizations are struggling with when attempting to get on the same page with customers using other tools. Here’s what you can expect; the three top benefits of Live Guide.

1. Instant Deployment

Your customers need assistance now, not 6-12 months from now when your web team can slot in your request to add code to your website.

With Live Guide, business users can take ownership of the customer experience. Use codeless deployment to start co-browsing immediately and build a business case while you wait in line for your web team. When they’re ready, a single line of code can be inserted to your site for the most integrated co-browsing experience.

Business users can also DIY the setup for data masking and button blocking. (More about those in a sec.) It’s easy to configure your account settings with user-friendly self-service tools.

2. Unparalleled Flexibility

While other solutions put limits on where and how you can co-browse, Live Guide says go right ahead.

Your customers can use any browser and device they want. No need to change how they’re already comfortable navigating the web.

Co-browse on any digital property, not just your own. Go wherever your customer journey takes you. Open multiple tabs and toggle back and forth. The experience of co-browsing with Live Guide feels no different than a regular web browsing session.

3. Worry-free Security

While co-browsing, you want to earn your customers’ trust. How can you do that if your solution exposes personal identifiable information (PII, or customer data, for short)?

Don’t worry, Live Guide is uniquely architected for the most secure co-browsing experience possible.

From the start, the customer is in control of the session, providing the agent with the PIN code to initiate co-browsing. Wherever they navigate, on your web property or any other site, all sensitive customer data can be masked from the agent’s view. Your agents will never see login credentials, bank account information, social security numbers, etc. – and your customers will know it. They can clearly see what’s blocked form the agent’s view for peace of mind.

Buttons can also be blocked so agents cannot take action on the customer’s behalf. Action items like “Buy Now” and “Submit” can be deemed “off limits” on every website out there. Use these features to both protect your customer and win points with your compliance team.

Behind the scenes, Live Guide connects to an isolated browser in the cloud, never to the end user’s device. Other than reporting data, recording (if enabled) and session information, data is purged at the end of each co-browsing session. And like all LogMeIn solutions, it’s built with TLS 1.2 transport security with AES-256-bit encryption. That’s our baseline for all our technology.

When you want to improve your customer experience (CX) with co-browsing, make sure you’re using the most immediate, flexible, and secure solution available. Ready to see Live Guide in action? Schedule a personalized demo today.

See exactly what your customer sees with Rescue Live Guide. Click to request a demo.

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