In Live Assist, the user of an application can share the screen of their tablet, smartphone or browser apps with an expert. By seeing the user’s screen, experts gain more knowledge of the problem at hand and are able to provide tutelage and guidance through to successful completion. Sensitive information fields and regions of a web page or application can be masked to obscure the agent’s view.
The expert can also control the app or website of the user through simple point and click. Remote control allows the advisor to traverse through menus, jump to specific information or walk others through an important process. Experts can complete forms on behalf of the consumer and move the video window to ensure it doesn’t interfere with elements of the screen.
Unlike most co-browsing technologies, CaféX does not share the Document Object Model (DOM) between the user and the expert. CaféX’s unique technologies ensure that inconsistencies between browsers are not encountered during a Live Assist session. Mobile DOM-based screen sharing does not work effectively with native apps. Through Live Assist, experts have a current view of the consistency of the end user experience across mobile devices and browsers.
Screenshot of co-browse session: