Coview is an innovative customer support platform designed to enhance user experience by providing real-time, visual communication tools. It enables support teams to connect directly with customers' browsers, facilitating efficient issue resolution without the need for downloads or installations. By allowing customers to share screenshots, record their screens, and engage in live co-browsing sessions, Coview streamlines the support process, reduces frustration, and improves overall satisfaction. Additionally, it offers automatic browser health checks and code-level data logging, empowering support and development teams to diagnose and resolve technical issues swiftly.
Key Features and Functionality:
- Screenshots and Annotations: Customers can capture their entire browser page, highlight specific areas, add notes, and conceal sensitive information before sharing.
- Screen Recording: Users can record their interactions to demonstrate issues, capturing every action and transition without requiring software installations.
- Co-Browsing: Support agents can initiate live, one-click screen-sharing sessions to guide customers directly on their own screens, enhancing onboarding and troubleshooting experiences.
- Automatic Browser Health Checks: Coview performs real-time assessments of browser compatibility, cache status, and site loading performance to identify potential issues proactively.
- Error Reporting and Debugging: The platform logs code-level data and network activity, allowing developers to replay customer sessions, inspect code, and resolve bugs without reproducing errors.
- Integration with External Tools: Seamless integration with platforms like Intercom, Jira, and Asana enables efficient ticket creation and management directly from customer interactions.
Primary Value and Problem Solved:
Coview addresses the common challenges in customer support by eliminating the need for customers to articulate complex issues verbally. By providing visual tools such as screenshots, screen recordings, and live co-browsing, it allows customers to demonstrate problems directly, leading to faster and more accurate resolutions. This approach not only enhances customer satisfaction but also boosts support team productivity by reducing the time spent diagnosing issues. Furthermore, Coview's automatic health checks and detailed error reporting equip development teams with the necessary insights to address technical problems efficiently, ultimately improving the overall quality and reliability of web applications.
