LiveLOOK, a provider of visual sharing technologies for customer service, announced the launch and immediate availability of its new In-App Co-Browsing capability.
LiveLOOK's In-App Co-Browsing solution enables agents to instantly see the screen of a customer they are talking with via phone. By gaining this visibility into the customer's experience in real-time, the customer service agent is able to help the customer find what they need, complete a transaction, select a product or service, use proprietary software or tools. According to the company, co-browsing is known to make these types of interactions up to 80 person quicker and increases first contact resolution rates by ensuring that customers' questions are understood and answered completely.
For companies concerned with the privacy and security issues that may arise when giving agents the ability to see a customer's mobile device screen, LiveLOOK offers its patented Privacy & Security options, including limiting co-browsing to specific in-app content and blocking sensitive information from the agent's view, such as credit card numbers or account information.
"We had a strong interest in this feature coming from the financial services industry," said Igor Khalatian, CEO, LiveLOOK, in a statement. "Because we've been able to develop co-browsing solutions banks depend on, with the high level of security and customer privacy they require, financial organizations looked to us to apply those same privacy and security options to an in-app co-browsing capability.”