Income tax efiling portal enables Co-browsing feature for taxpayer – Read FAQs
1. What is Co-Browsing and how does it help Taxpayer service?
Co-browsing, also known as collaborative browsing, allows the Helpdesk agents to collaborate with the taxpayer’s browser in real-time, just at the click of a button. Agents can view and securely co navigate the Taxpayer’s browser screen and guide them interactively to deliver real-time and personalized support.
2. What can I do with Co-Browsing?
During a co-browsing session :
3. Does co-browsing allow the agent to view other data?
No. Co-browsing does not allow the agent to see any other data on the taxpayers desktop or computer. Also, the Taxpayer need to approve the request before the agents can start the co-browsing session. Taxpayer can also end the co-browsing session at any time if they wish to terminate the discussion.
4. How to get start Co-Browsing session from Helpdesk agent end?
5. How Co-browsing Works
When the taxpayer starts a session, the browser sends a request to the Co-Browser proxy.
6. Advantages of using of co-browsing
7. What is the difference between Co-browsing and Screen Sharing?
Co-Browsing | Screen Sharing |
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Co-browsing is a more convenient form of visual engagement as it doesn’t require anyone to download any software. Agents can quickly connect to the Taxpayer’s browsers with the click of a button. | Both the agent and Taxpayer must install a 3rd party application like Zoom or Google Meet before they can share their screens. |
Co-browsing provides a much more private and secure experience for the Taxpayer as the agent can only view the active window of the Taxpayer’s browser and nothing else | Service reps can see the client’s entire desktop or any notifications that may pop up. |
The agent can execute specific actions on the client’s browser (like highlight, annotate, click, fill out forms), helping Taxpayers by quickly resolving their queries. | Agents can’t do any actions on the Taxpayer’s screen and only provide oral instructions during a screen sharing session. |
Most co-browsing software comes with a feature called data masking that hides Taxpayers’ confidential data (like passwords) during a co-browsing session. | Screen sharing doesn’t provide data masking, allowing agents to see everything displayed on the Taxpayer’s screen |
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