1. What is Co-Browsing and how does it help taxpayers?
Co-viewing, also known as collaborative viewing, allows Helpdesk staff to collaborate with taxpayers’ browsers in real-time, with just the click of a button. . Employees can seamlessly view and interact with taxpayers’ screens and guide them through transactions to provide timely and personalized support.
2. What can I do with Co-Browsing?
During the joint review session:
- Helpdesk staff get an accurate visual representation of the taxpayer’s screen.
- Agents can also record taxpayer’s screen views, assist in filling ITR forms, other legal forms, change status, complete transactions, seek assistance and reference tools for taxpayers and even upload documents.
- Employees can help taxpayers navigate, scroll, write text, and highlight areas of interest on a real-time browser tab.
- Viewing is easy to use. It can be easily connected to live chat, phone to solve customer problems faster.
3. Does co-viewing allow operators to view other data?
No. Shared viewing does not allow employees to see other data in the taxpayer’s office or computer. Also, the taxpayer needs to approve the request before the employee can start the review meeting. The taxpayer can end the consultation meeting at any time if they want to stop the discussion.
4. How to start a joint review session at the end of the Helpdesk staff?
Agent will get call & CRM pop up Infront of Agent.
The Agent will talk to the taxpayer and guide the taxpayer where to find the co-browse button on the tax portal.
The taxpayer will generate a PIN and share with the Agent.
Agent will click the CB button in CRM which will take him to view URL.
Agent to enter the PIN shared by the taxpayer on the screen shown to the Agent and click on the start session button.
Once the Agent clicks the Start Session button, the session will begin with the collaboration and the Agent can guide the taxpayer.
When the taxpayer gets the answer, he can press the STOP button at any time. After the session ends, the Agent will no longer see the taxpayer’s browser.
5. How co-viewing works
When the client initiates a session, the browser sends a request to the Co-Browser proxy.
The application is processed as if the original application was from corbrowse.incometax.gov.in.
This request is sent to the first site the leader wants to view together.
The website returns the response to the Co-Browser proxy.
The Co-Browser proxy then transforms the data into an iframe that sits on top of the home page.
Both the leader and the follower are now linked to the site because they are contained within the iframe. From this point on, there is only a connection between the user’s browser and the proxy, and the request does not have to be sent to the original website anymore.
6. Benefits of using peer review
- The shared viewing solution does not require any installation or plugins
- streamlined navigation, reducing average processing times and increasing resolution rates
- Highlight and write the main points
- Easy to use with easy integration, thus increasing customer satisfaction