Why a Cart Abandonment Solution Surprises Retailers
A picture is worth a thousand words, and anyone who has ever found themselves stuck on an online page clicking and scrolling while looking to fill in a form or search for a configuration about a product can attest to the relevance of this aphorism to the visitor’s experience. And those who don’t have a friend or family member who is more tech-savvy and has the patience to help them navigate the desperate situation of deceptive or “hostile” steps will likely eventually abandon their cart and never return.
Visual commitment to the client
A visitor or service agent provided with visual equipment such as screen sharing, co-browsing, and live video can accomplish a great task by turning frustrated and blocked visitor journeys into successful brand-visitor interactions.
Screen sharing, which allows a remote PC user to view someone else’s screen, is widely known. However, collaborative browsing or co-browsing is a more complex and secure way to consult someone through a website and show them how to fix the disorders they have encountered.
Unlike screen sharing, co-browsing provides the agent much more confined to the customer’s computer. The agent is limited to the web page enabled with co-browsing, while any other knowledge on the client’s computer is prohibited, adding any other open tab on it. browser.
During the co-browsing session, the visitor can hide any sensitive details they already have in the form or document for which they receive advice. Another wonderful merit of co-browsing, for screen sharing, is that thanks to WebRTC (Web Real Time) technology, no download, installation or plugin is necessary.
Established and Use Cases
Co-browsing has already been widely used through software-as-a-service (SaaS) companies. Customer agents can click, scroll down, or highlight any data on the customer’s screen. The generation also allows them to annotate the customer’s view on the page. website, overlay documents and insert demo videos. Therefore, it also has excellent prospects for speeding up integration or providing assistance with installation, troubleshooting, maintenance or upgrade.
Banks are also employing it to help their consumers navigate their online accounts, and it has been increasingly used during the pandemic as physical sales have moved online, along with integrated software that enables electronic signature for contracting.
In those apps, appointments between visitor and agent are continuous and largely based on trust. In this regard, visitor agents differ from one-time, rather transactional, appointments between the visitor and a visitor services agent in a remote call center that handles court cases of dissatisfied visitors.
The question is whether consumers will find the balance offered by the generation of co-navigation between security and quick resolution of challenges in spaces such as e-commerce, where appointments between them and visitor service agents are much more impersonal, interesting enough.
Can Zero Trust drive the adoption of co-browsing in e-commerce?
Although co-browsing has physically much more powerful cybersecurity functions than screen sharing, its security is strongly affected by the security features of the co-browsed site. Websites, for example, with the popular Hypertext Transfer Protocol (HTTP), which transfers knowledge from an Internet server to a browser to display Internet pages, do not use any encryption, which means it is much easier for third parties to intercept data traffic on those sites.
Meanwhile, the HTTPS protocol, where the S stands for secure, encrypts all requests and responses, which also makes the co-browsing feature more secure. While encrypted internet traffic is estimated to exceed 90%, instead of taking into account all other degrees of co-browsing security (protocol, query authentication, messaging), an airtight solution based on 0-accept as true with – IT’s concept that nothing that tries to access a network will have to be trusted before being verified – may be growing customers’ appetite for Joint navigation queries. even to solve minor difficulties.
Remote browser isolation: Secure co-browsing by default
Remote browser isolation is a new generation that moves internet browsing sessions from devices to cloud containers, meaning no threat from hackers or untrusted browsing agents can succeed on customers’ devices. The user will only see a reproduction of the Internet page in the cloud. when they see their own device.
Recent occasions in the field, such as U. S. online page security company Cloudflare’s acquisition of browser isolation startup S2 Systems last year, seem to be signs of the maturing technology’s long-term prospects. As those browser isolation responses become cheaper and faster, they will inevitably enter the advertising market as well.
As soon as navigation and co-browsing become physically powerful Zero Trust systems, consumers will also feel more susceptible to relying on them when they feel stuck on a commercial site or face more or less significant difficulties. It could, in the short term, turn co-browsing, an underutilized generation for visitor service that lately only supports 0. 1% of interactions, according to SaaS company LogMeIn, into the main driving force of online visitors’ visual engagement.
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