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collaborative browsing

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- Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include e-mail, fax, regular telephone, and Internet phone contact as part of an interaction. Effectively, collaborative browsing allows a company and a customer to "be on the same page."

LAST UPDATED:

05 Mar 2007

Read more about collaborative browsing:

-	DestinationCRM.com refers to it as "Show and Tell."
-	DesktopStreaming.com provides software for collaborative browsing.
-	SearchCRM.com provides "Best Web Links" to information about call centers and customer interaction centers.

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