Akio Web Care
Akio Web Care is a co-browsing module for contact center or customer service which offers web assistance to customers. It enables to assist the digital customer journey, and provides cobrowsing assistance in online form-filling.
Akio Web Care is available and can be fully integrated with any other Akio module [live chat, incoming emails]. Please find an overview of its main features:
The Internet user has two ways to access to this service: either by screen display or by monitoring visitor’s web page.
The agent only sees what is happening on the visitor’s screen but is not able to interact. He may see when the mouse cursor is moving, when the visitor is actually typing… or opening different commands such as menu, resizing a window or changing to another web page.
The agent can see and take over on the current web which the customer is visiting. The request for takeover can be sent by the visitor or by the agent, and only works after agreement. Then the agent can use keyboard and mouse of the Internet user. If the agent co-browse a page in which URL is part of the list of “forbidden” pages, then he is not allowed to control these pages of the Internet user
Statistics available for these 2 modes
Dates and times of starting and ending sessions
Who ended the session (agents / Internet users)
Who sent a co-browsing request (agents / Internet users)
Rate of accepted sessions / Rate of refused sessions
Types of browsers used by the Internet users
- A secure process of agreement when co-browing
- No installation on the customer’s desktop needed
- Browser detection of the Internet user
- Possible co-browsing only on pages tagged by the website and not on the Internet user’s navigation
- Customizable co-browsing thanks to a URL database