What is Co-Browsing, and How Does It Work?
Co-browsing, short for collaborative browsing, is a tool we use to provide real-time support by allowing our agents to see what you see on your screen. It’s designed to make resolving issues faster and easier while keeping your information safe and secure.
With our co-browsing solution powered by Median, you can share your browser view with a support agent, enabling them to guide you step-by-step without the need for screenshots or lengthy explanations. This collaborative approach enhances troubleshooting, improves clarity, and provides a more efficient support experience.
How to Start a Co-Browsing Session
- Generate a Co-Browsing Code: Press CTRL+B on your keyboard to generate a unique co-browsing code.
- Share Your Code: Provide this code to the support agent so they can connect to your session.
- Initiate the Session: Once your agent is ready, press OK to initiate the co-browsing session.
You maintain full control of the session at all times and can end it whenever you wish by pressing CTRL+E or clicking the End Co-Browsing button at the top right corner of the screen.
How Co-Browsing is Safe and Secure
Sensitive data, such as passwords or credit card numbers, may be visible to the SpeakerMatch agent during a co-browsing session. However, your privacy and data security remain our top priorities. Co-browsing is designed for troubleshooting and support only, and our agents are trained to handle all data with strict confidentiality. Any sensitive information visible during the session is not stored, recorded, or used beyond the immediate purpose of resolving your issue. We encourage you to share only the information necessary for assistance and assure you that our processes comply with the highest privacy standards. Here’s how co-browsing with SpeakerMatch is designed to keep your information safe:
- Restricted Sharing: Co-browsing only shares the active browser tabs on the speakermatch.com domain. Other tabs, apps, and your desktop remain private.
- Session-Based Access: The co-browsing session is temporary and ends as soon as you close it. Agents cannot access your browser without your explicit permission.
- No Data Stored: The tool does not save any data from your session. Everything is live and ephemeral, ensuring your privacy.
- GDPR and Privacy Compliance: Median, our co-browsing tool, adheres to strict data protection regulations, including GDPR compliance. This ensures that your information is handled securely and responsibly.
- Limited Interaction: While agents have view-only access to your active browser tab, they can push a page to help guide you to specific areas of the SpeakerMatch platform. This allows them to assist with navigation but ensures they cannot input data or make changes on your behalf. You maintain full control of your session at all times.
SpeakerMatch’s Co-Browsing Policy
- Consent-Based: A co-browsing session can only begin with your explicit consent. You are in control of when and how it starts.
- Transparency: You’ll see a bright green outline on every co-browsable tab to indicate sharing is enabled, ensuring full transparency.
- Easy Termination: You can end the session at any time by simply closing the browser tab or notifying the agent.
- Focused Support: Co-browsing is strictly for resolving technical or navigational issues on our platform. We do not use it for any other purpose.
Benefits of Co-Browsing with SpeakerMatch
- Real-Time Assistance: Get live guidance from a support agent without delays.
- Clarity and Accuracy: Resolve issues faster with clear and direct support.
- Secure and Controlled: Enjoy the benefits of co-browsing while keeping your personal information private.
Ready to Get Help?
If you ever need support, co-browsing is a safe and effective way to get real-time assistance. Simply press CTRL+B to generate a co-browsing code during a live support call or chat and share it with your support agent. We're here to make your experience with SpeakerMatch seamless and hassle-free.