Co-browsing
Co-browsing allows Dealers and Customers to co-browse and collaborate on deal creation process by sharing screens with each other.
Co-browsing offers two modes:
Co-browsing is a permissions based features. To enable co-browsing and manage permissions for co-browsing, see Configurations.
Co-browsing is a feature that must only be used along side the Chat feature. If Chat feature is disabled, Lane does not recommend the use of Co-browsing.
Initiating Co-browse
Initiating a co-browse session will always start with a customer requesting assistance via chat:
In the following example scenario a Sales Support Agent is used, but any Lane user with any role can be given permission to use the co-browse feature.
- A customer using Drift, when in need of assistance contacts the support via chat.
- The Sales Support agent using Lane responds for assistance in chat.
- If proper assistance cannot be provide via chat, the Sales Support agent requests the customer for a co-browsing session.
- The customer agrees to the request.
Now the Sales Support agent has two options:
- Request access to the customer's screen and guide them through the process
- Open the customer's draft deal on the Deal Desk and share their own screen
Customer Screen Co-browse
To browse the screen of the customer:
- Request a co-browsing session.
- Customer sees a Consent popup on their screen and accepts the request.
The Sales Support agent is now able to see the customer's screen and guide them through the process or provide help where needed.
The customer must accept the consent popup, without consent a co-browsing session cannot be initiated.
The Sales Support agent will be able to view and annotate all segments of the Customer Order Journey through the co-browsing session.. All sensitive customer information will be blurred out and hidden from the Sales Support agent.
The dealer can perform the following actions on customer screen via co-browse:
- Click
- Select
- Scroll
- Highlight and Annotate
- Guide the user via chat and mouse curser
The Sales Support agent cannot populate any input field on their own, they must request the customer to populate the fields on their own.
If there are a lot of field that are required to be populated, it is recommended that you start a Dealer Screen Co-browsing session.
The customer can always track on-screen activity of the Sales Support agent. The customer is also able to see the cursor of the agent and follow it's movements as well.
Dealer Screen Co-browse
To share your own screen (within Deal Desk) to the customer:
- Generate a co-browsing link
- The link is automatically shared with the customer in chat.
- In the Consent popup, allow customer to see your screen.
The customer is now able to see your Deal Desk screen, where you can either create a new deal for them and modify or guide them on their existing deal.
A new window will open on the customer side when they click the link. They will have access to their own screen and see live updates on their end on Drift.
Once Co-browsing is enabled in Index, it will be available at Dealer level. Dealer Admin can still disabled co-browsing at dealer level, in this case, the co-browsing will not be available in Lane or Drift for that dealer.
Once co-browsing session begins the customer will still be able to proceed with their journey on Drift as usual and dealer user can also view those changes in real time on Lane.
Any data entered or selected by the customer will be mirrored in real-time on the dealer's co-browsing session and vice versa. The update will be visible on their own screens after either party refreshes their screen.
Important Considerations
Following are some important consideration before using Co-browse:
- Lane will log the start and end times of the co-browsing session, along with key data interactions, for auditing and compliance purposes.
- No co-browsing session will be recorded or stored.
- If the customer exits the browser window, the co-browsing session will also be terminated.
- The session will end in about 10 sec after tab closure.
- The customer's view of the dealer portal will be read-only, enabling them to see fields without making changes.