Presence Enhanced Co-Browsing Customer Support

摘要

Script on a visitor's browser posts information about the visitor to a presence system. The script may post information such as the URL of the page being viewed by the visitor and any available information identifying the visitor. Agents connect to the presence system to detect visitors on the website. Any identifying information posted by the visitors to the presence system is captured into the agent CRM system to enable the agents to see, within the CRM system, which contacts known to the CRM system are currently on the website. The agent may signal the visitor through the presence system to initiate a co-browse session on which the agent can see the visitor's activities on the website. The co-browse session may be initiated by the agent without requiring the visitor to take action and optionally without the visitor's knowledge.

主权项

1. A method of presence enhanced co-browsing customer support, comprising:
receiving information about a visitor to a website by an agent system from a presence system; instructing the presence system to signal a visitor web browser associated with the visitor to cause the visitor web browser to initiate contact with a co-browse system to establish a co-browse session on which the visitor web browser's current live view of the website is viewable at the agent system.