Cobrowsing FAQ

The Cobrowsing tool allows you to collaborate in real-time with support agents through controlled screen sharing within the Mews platform. Cobrowsing helps you resolve issues efficiently when you communicate with Customer Support by providing context through screen sharing to help Customer support agents resolve your enquires. Customer support agents can utilize the tool under specific conditions outlined in this article.

 

Note: Cobrowsing is available to Premium support members only. You can learn more about the customer support tiers here.

 

In this article, you can find answers to the following frequently asked questions:

 

When do customer services use Cobrowsing?

If the customer service case you submit meets certain criteria, the customer service agent can request the use of Cobrowsing to help resolve the issue.

 

Support agents use Cobrowsing for:

  • Technical support when your case is technical in nature and benefits from the use of visuals.
  • Complex issues, when cases are intricate and require visual guidance.
  • Improved communication when cases are difficult to explain or understand and are more effectively understood with the use of visuals.
  • Process walkthroughs when your cases require guidance from customer service on specific steps.

 

What are the benefits of using Cobrowsing?

Customer support uses Cobrowsing to address your issues promptly. Customer support visually guides you through processes or demonstrates solutions in real-time. This improves clarity and understanding.

 

Cobrowsing also records the session, providing images, video and data for support to investigate, this provides valuable insights to quickly identify issues.

 

What are the limitations of using Cobrowsing?

When customer support uses Cobrowsing, the agent cannot take control of your system to remain compliant with rules and regulations. The agent can only highlight areas of your system during the session to guide you on what system actions to take. This is done to improve data security.

 

Cobrowsing is heavily dependent on the quality of your internet and Wi-Fi connection. If you have a slower internet connection or poor Wi-Fi, you need to take actions slowly in the system so the customer support agent does not miss any steps.

 

When a Cobrowsing session is open, you must use the chat window to communicate with the customer support agent.

 

If data in Mews loads from an external source, this data is not visible during a Cobrowsing session. For example, Mews Analytics, or the Mews release notes.

 

How do I request a Cobrowsing session?

To initiate a Cobrowsing session, you must first be logged into Mews Operations. Ensure the quality of your wifi and internet connection is stable for your cobrowsing session.

 

To request a Cobrowsing session:

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