How co-browsing works in video chat in ecommerce

How co-browsing in RichCall looks to the customer

Turn your customer calls into collaborative sessions

Let your customers collaborate with your support agents with a click of a button to:

  • surf the site together with the agent and get help via co-browsing,
  • fill complex forms together, so the agent sees the context of the issue clearly,
  • exchange text messages, docs and images with the agent to resolve the issue faster,
  • share their mobile camera with the support specialists.

Video chat is useful, where solving an issue over the phone is complicated and losing customers is very costly, such as in:

  • insurance, where customers need to fill complex forms or register claims faster by showing the damage via their smartphone camera,
  • banking, where customers need to navigate a large website or a web app to achieve their urgent goals quickly from the comfort of their homes or a free video desk in the bank branch,
  • retail, where customers could use help navigating the site or learning more about products,
  • telecommunications and manufacturing, where support staff can see the issue clearly through the customer’s smartphone camera and help faster,
  • real estate, where a sales person can show off the estate for remote customers or browse the listings with them,

or in other situations, where customers can learn new information via video quicker and easier, than talking over the phone or visiting the sales office in-person.

Integrate with your contact center software

To use all of RichCall advantages, you can integrate it with you contact center platform, so RichCall can:

  • send online calls right to the contact center software, bypassing IVR,
  • use your existing routing rules to distribute video chat calls among your agents and skill groups,
  • display the CRM context information about the customer,
  • record the video chat sessions by your call recording software and see RichCall sessions in your reporting tools.

We have already integrated RichCall with Cisco UCCX/UCCE, Genesys, Avaya and some other contact center software.

Small businesses – use RichCall without contact center and IP PBX

You can use RichCall without a PBX or a contact center to collaborate with your customers to help them faster and easier. The video chat sessions will be distributed to an available RichCall agent by the RichCall server.

RichCall video chat on the tablet

Awesome technologies: why you can rely on RichCall

Your customers can use RichCall on all kinds of devices and both desktop and mobile browsers, because it is built using WebRTC.

All channels – audio, video & data – are encrypted. The whole interaction is recorded and available for later playback.

You can customize RichCall in the following ways:

  • embed RichCall into your mobile app seamlessly, thanks to its mobile SDK,
  • disable the video and use RichCall to enable the “click-to-call” with collaboration tools on your site,
  • use the client UI in an embedded widget or in a new browser window,
  • brand the UI with your colors,
  • embed RichCall natively into a text chat you already use on your site.


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