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Co-browsing and security: what financial services need to know

By Javier Puga, VP Marketing at Unblu

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The Unblu Conversational Platform enables advisors and customers to engage, converse, browse & collaborate in the same web asset or mobile application simultaneously. Our customers leverage their existing investments in digital channels, increase the number of customer interactions and reduce the total cost of ownership. We provide highly secure engagement and...

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by Unblu
| 16/03/2020 12:00:00

Co-browsing allows banks to offer advice remotely to customers. Advisors can join customers in their browsing sessions in real time. Together, they can browse the web, applications, or documents, and the advisor can guide the client through complex processes, providing advice that is tailored to their unique needs. The experience is more efficient and personalized, boosting both satisfaction and conversions.

Types of co-browsing
There are four different types of co-browsing software that can be used by financial services to improve their customer support and enhance the customer experience. Unblu guarantees each type is fully compliant and the technology has undergone rigorous security reviews.

View and highlight
Advisors gain access to the customer’s application which provides a visual context to the problem. They can see exactly what the customer is doing and highlight things on the application to draw their attention to it. This improves the quality of the interaction and resolves issues faster. The field masking feature ensures all sensitive information is hidden from view and recording.

Embedded co-browsing
Advisors can also collaborate with customers on a particular platform or application. Turning the interaction from a simple question-answer format into a collaboration is more engaging for the customer and solves problems faster. This technology has passed a number of strict security reviews and features like SecureFlow Manager and field-masking are just two of the elements that make Unblu the preferred option in Financial Services.

Universal co-browsing
This type of co-browsing allows participants to navigate together to any site on the web. This freedom and flexibility adds a new dimension to the exchange.

Document co-browsing
Advisors can also view documents alongside customers, highlighting particular parts as they explain things, and guiding customers through complex forms. They can even collaborate with them on documents, helping them to fill them in.

Co-browsing vs screen sharing
While they might initially appear similar, there are some significant differences between co-browsing and screen-sharing and the former is able to avoid some of the security pitfalls of the latter.

Unlike screen-sharing, co-browsing is 100% browser-based. This means nothing needs to be downloaded or installed. A co-browsing session can be initiated with one simple click, making it much faster. Co-browsing is also safer for this reason. With no need to download an application or install plug-ins, there is reduced threat of malware.

While screen-sharing involves viewing or controlling another party’s screen, co-browsing only shares your web or mobile application. Advisors can only see the application that the customer chooses to share with them. They have no access to other tabs or pages and so the customer’s data is never compromised. Field masking also protects sensitive information.

Co-browsing & Unblu
Offer your customers personalized guidance along with all the convenience of self-service with a co-browsing solution. Unblu’s co-browsing technology dramatically improves satisfaction, and boosts conversion rates and sales.

Learn more about how co-browsing can empower you to offer exceptional customer service in our Guide. Or book a demo here and one of Unblu’s team members will reach out to help.

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