Banking And Digital Transformation: Co-Browsing

Ziad Hussien
4 min Read
Jun 2, 2020

The Coronavirus pandemic has caused banks around the world to undergo a massive digital transformation. The number of individuals using online channels has skyrocketed on a scale never seen before, and this is just the start. Now, hundreds of industries, including the banking sector, are changing their customer service strategies and applying more advanced methods to communicate online with their customers effectively.

As history shows, the most significant shifts in market share usually come at critical technological junctures and world-changing events. In this day and age, crafting a powerful strategy for your online banking services will ultimately enhance your KPIs and your overall bottom line.

Co-Browsing Technology

Co-Browsing solution allows your agent to collaborate in real-time with your customers. For example, a customer may have a problem with an online bank transaction or a question about a financial product like a loan application. If the agent lacks visual context and is not able to see what the customer sees on their screen, this may hinder the communication, and both the customer and the agent end up with a mutually negative experience. Such inconvenience is avoided with the right Co-Browsing software.

Types of Co-Browsing and How It Works

How Do We Define Co-Browsing?

Co-Browsing is a secure technology that allows a support agent to see what a customer sees on their screen, without downloads or installations. Being optimized for web and mobile, Co-Browsing enables an agent to click or scroll, highlight key information, and, therefore, quickly guide a customer to a solution.

Co-Browsing is independent of all communication channels; It simply integrates with your existing methods of communication such as phones, chat sessions, or emails, thus providing personal support in real-time across multiple channels.

Security is the First Priority

Every Co-Browsing software is coded differently with varying levels of security and functionality. With that in mind, all customer engagement solutions at Xaleon are built with a security-first approach. Not only is our Co-Browsing software 100% secure with GDPR standards, but it also has the highest performance out of all Co-Browsing software we tested in the market.

Due to Co-Browsing being a relatively new technology, many people confuse screen sharing with Co-Browsing. It is true that both screen sharing and Co-browsing have similar functions; however, some key differences make Co-Browsing a more secure and reliable solution.

  • Co-Browsing requires NO downloads or installations. This makes things so much easier for your customers, especially the non-tech savvy type. You also don’t have to worry about firewalls or company device policies blocking the Co-Browsing software.

  • With Co-Browsing, you can mask all sensitive data, such as credit card information, addresses, or emails. This data is not only masked so the agent doesn’t see it, but it is masked even before the data is transmitted.

  • The agent will only be able to see the website that is being co-navigated with the customer and nothing more.

Transform Your Customer Service

Co-Browsing is a gem in customer support with clear benefits on your contact center workflow. Implementing a Co-Browsing solution may seem complicated, but it is not. We can technically integrate our software with your system in a matter of hours; however, we understand that due to security requirements, implementations on cloud setup can take up to one month, and on-premise installation may take up to four months.

On-premise setup is preferred in the highly regulated industries such as banking, insurance, health care, and eGovernment sectors. Due to the limitations on where to deploy their services, these industries require high security and privacy.

Calculate your contact center cost savings using our Co-Browsing ROI calculator.

On-Premise Setup

Choosing whether to set up an on-premise or cloud-based Co-Browsing solution solely depends on your internal policy and security requirements.

Xaleon Co-Browsing on-premise setup is designed to seamlessly integrate into your infrastructure without any IT resources on your end.

Cloud-Based Setup

Banks may also use a private cloud to setup and integrate our Co-Browsing software into their system. Same as on-premise setup, our Co-Browsing software is designed to seamlessly integrate into your systems without any IT resources on your end.

The Bottom Line

Co-Browsing technology has changed the way how customer service is conducted online. The main benefits that make Co-browsing standout from screen sharing are the ability to mask any sensitive data and that it works completely free of any downloads or installations. With multiple Co-Browsing software in the market, it is important to know what to ask first before selecting a Co-Browsing solution for your bank.

Don't forget to tell your friends!

Ziad Hussien

In his dynamic role as Head of Content at Xaleon, Ziad is known for his tenacity and passion for shaping the future of company-customer communication. In this blog, Ziad shares his insights on how to improve and deliver the best possible customer experience when being in touch with customers digitally. Outside of Xaleon, he is an avid reader, blogger, pianist, poet, and a proud husband.

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