Password is ‘showmeglance’
Cobrowse should be shown as an easy-to-reach ability in the agent’s natural workflow while they are assisting a customer on the website. Cobrowse is most helpful during voice calls, but it also works well in chat.
You can join a Cobrowse session from a Lead, Contact, Opportunity, or Case record in Salesforce.
Before Your Demo:
- In a separate window, go to your customer’s website
- Make sure you have the Glance Cobrowse Injector extension in the window’s Chrome profile
- Size the window take up the right half of your screen
- Keep it behind your main Salesforce demo window
- Make sure you are logged into Salesforce with a User that is provisioned with Glance
Here are the concepts for cobrowse you can internalize so you can speak to it effectively in your demo.
At some point while helping a customer, an agent will realize that it would be a lot easier to help a customer if they can just see what they are looking at. At that point, the agent can ask the customer to do something to initiate a cobrowse session. Our customers typically put a link or button in the footer of their website that starts a session, but you can also use a hotkey combination. Once the customer starts a session, they receive a code to pass to the agent. The agent clicks Cobrowse, enters the key and clicks Connect, and they’re connected.
During the Cobrowse session, the agent sees exactly what the customer sees in their browser. If the customer scrolls, the agent follows along. If the customer navigates to a different page, the agent follows them there. If the customer goes to a different website, the agent does not follow because they do not have privilege to do so. But when the customer comes back, the agent joins back up.
During the session, the agent can use their mouse to guide the customer. They can Clicking highlights elements of the page to call the customer’s attention. The agent can also scroll for the customer to take them to the right spot on the page. Whatever language the customer speaks, anyone can understand “Go here next.”
If your website has any fields with sensitive information like account numbers or credit card details, you can identify those fields and mask them so that the agent can’t see the content in them. Masked information stays in the customer’s browser and never touches the Glance servers.
When the session is ended, an event is logged to the Case or Contact record as a Glance session. An hour later, session details will sync with when the session started, when it ended, how long it was, and some other information. You can use these events to track the impact that cobrowse has on outcomes you are tracking like NPS, FCR and CSAT. (session details in events is not available in the demo)
Cobrowse works in any browser on any device. No downloads, plugins or extensions are needed. It’s designed to work instantly and perfectly because an agent should never have to support their support tool.