Feature Spotlight

Live Observe

Live Observe is a mode of co-browsing which gives agents a real time view into a customer’s journey on your website and/or mobile apps, without being disruptive to the customer. Live Observe provides agents with immediate context, helping them understand the customer’s actions and potential issues at a glance. Live Observe can also eliminate unnecessary back-and-forth during the early phase of support interactions, when agents try to understand the customer’s issue, reducing the time needed to reach a resolution.

Why it matters

With Live Observe, agents can quickly gather a full understanding of the customer’s current web browser or mobile app session, without asking the customer to do anything extra. This real-time insight helps to diagnose issues effectively during support engagements.

Live chat as a support channel, augmented by developments in AI, has improved agent efficiency for common issues. However, for more complex or nuanced enquiries, customers may still find it necessary to write long messages to effectively communicate their issue. This can lead to longer resolution times and impacts an agent’s ability to handle multiple chats efficiently.. This drives up the average handle time (AHT) of complex enquiries and impacts customer satisfaction (CSAT) for both the customer in the live engagement and those waiting in the queue.

Live Observe allows agents to more easily switch between multiple customer interactions, allowing them to spend more time on resolving issues. As well as improving contact center metrics such as average handle time(AHT) and CSAT, Live Observe makes a big difference to agent satisfaction (ASAT). When agents are equipped with tools that enable them to succeed, agents, customers, and your business all benefit.

Live Observe in action

All Platforms

Using Live Observe with Cobrowse means supporting all of your platforms, including websites, native mobile apps, and native desktop apps. This ensures that no matter where your customers are, or which channel they are using, agents can provide consistent and effective support during every engagement.

Trust

With Live Observe, privacy and security are top priorities for maintaining compliance and trust. Our private-by-default redaction feature ensures that Live Observe sessions do not process or display any personal or sensitive data. This guarantees customer privacy is always maintained whilst improving support efficiency.

Integrations

One of the most powerful uses of Live Observe is when it is integrated into complementary workflows such as live chat or AI-powered chatbots. If you have a chatbot that engages with customers who are displaying an intent to abandon their checkout process, you could add Live Observe to the process, allowing an agent to monitor the situation and proactively intervene if needed. Cobrowse’s flexible APIs allow Live Observe to integrate smoothly into any of your current engagement processes.

Upgrade to co-browse

For the most complex or challenging of issues, Live Observe sessions can be upgraded to full co-browsing sessions to deliver a resolution. Cobrowse’s flexible session initiation options provide control over how Live Observe sessions transition into 2-way, interactive co-browsing sessions. This allows for a smooth and effective end-to-end process, enhancing the experience for customers who need more hands-on assistance.