Collaborative browser sharing sessions give support representatives view-only access to the customer’s browser, allowing them to better understand the end-user’s issue and quickly guide them to a resolution.
Support reps cannot remote control or even view any other content on the remote desktop, but they can offer chat support, push URLs and make annotations on the remote screen.
So you can give some support teams co-browsing capabilities and reserve full remote control for other teams or support channels.
Especially when coupled with other BeyondTrust features - such as annotations and chat - this browser-only session type is ideal for supporting customer web portals or applications.
While connected, the support representative can view the browser, chat with the customer, make annotations on the screen and push URLs to the remote browser. All the tools needed for remote web support are available to the support technician without giving them full remote control of the end-user’s computer.
As with every BeyondTrust session, remote system access and session information is routed through the secure BeyondTrust appliance, which sits on-premises within the support organization’s own security measures. This means session data never passes through a third-party server, a concern with traditional co-browsing solutions.
Because BeyondTrust is appliance-based, you can securely integrate it with your identity management protocols. BeyondTrust offers options to integrate your existing identity management and authentication methods, and control individual representative’s access to URL push and other features used with browser sharing.
BeyondTrust also allows you to view detailed reports on collaborative browser sharing sessions, including a video recording of all activities.
Collaborative Browser Sharing is a remote support session type that allows website visitors to request help by sharing their browser, and only their browser, with a support representative. Support reps can assist with web applications without having full access to the end-user's computer.
Especially when coupled with other BeyondTrust features - such as annotations and chat - this browser-only support session type is ideal for those who provide support for customer web portals or applications.