Co-browsing for the Human Resources Sector

Human Resource (HR) platform providers face increasing pressure to adapt to dynamic workforce conditions, including creating solutions for ever-flexible, globally distributed workforces.

At one end of the spectrum, human resources must deliver critical services to large corporations, tailoring solutions for payroll, workforce management, staffing, and benefits. Central to these services is the ability to provide a differentiated level of customization and personalization. In a competitive market, where culture and technology have an impact on employee welfare, providing frictionless personal experiences can make a difference.

At the other end of the spectrum, large-volume providers face the challenge of scaling onboarding and adoption tasks for their platforms to keep support costs manageable. Online HR platforms are often feature-rich. Onboarding new users, and ensuring experienced users make the most of the services available, can be complex and time-consuming, while investment in training and onboarding materials is essential, effective human intervention remains crucial for users who might need an extra helping hand.

The technology landscape in the HR space can often be fragmented, with multiple data sources and multiple vendor solutions in play. This can make effective support challenging. Support requests can be lengthy and demanding, requiring extensive staff training to support various systems effectively. Older technologies still in use may rely on insecure backdoor functionality to assist with client account requests, posing significant security risks.

Co-browsing technology facilitates the delivery of excellent customer service by allowing for real-time collaboration between agents and customers. Support agents can tailor their guidance to meet the specific needs of their users, and deliver an efficient experience that ensures a high level of satisfaction and a feeling of innovation.

Co-browsing also ensures that complex onboarding and training processes are managed efficiently with a human touch when necessary. Guide users through feature-rich platforms, flattening the learning curve, reducing repeat cases, and simplifying the onboarding experience.

Agents can seamlessly navigate different systems and platforms using a unified support tool, reducing the time and effort required to resolve support requests. Co-browsing eliminates the need for insecure backdoor functionality, allowing secure, transparent, auditable interactions directly with the client’s interface.

Cobrowse offers human resource companies robust solutions to enhance service delivery. Our universal co-browse and PDF co-browse capabilities enable agents to navigate any 3rd party websites and handle the multitude of PDF documents within portals efficiently, no matter how many different technologies or systems need to be involved.

White-label functionality allows co-browsing technology to seamlessly integrate into existing platforms, maintaining a consistent brand identity and user experience across multiple environments. This platform-agnostic capability demonstrates a commitment to innovation and meets the needs of today’s device and platform-fluid users.

Cobrowse supports multiple platforms, including websites, mobile websites, and iOS and Android apps, ensuring that HR companies can assist clients across any digital portal or process. This multi-platform support guarantees a consistent and effective client experience, regardless of the device or platform used.