Co-browsing

[habreu]

Does anyone have any experience with any co-browsing tools with their Miva store?

The 'Shop As Customer' feature is helpful, but sometimes it would be better to enable a co-browsing session for a customer who is stuck, get their permission, then see what they see, move the mouse, edit a field and guide them along.

[Brennan]

We have a new tool called Review Baskets coming out in 9.0006 which will allow you to view any cart via the admin and make changes to the basket, which will be reflected in the customers cart on the front end.

But this doesn't allow you to see their screen or control their mouse. You need a 3rd party software program to do that like GoToMeeting or Join.me. We use both internally and both are good but they will require the customer to install software on their computer.

[habreu]

Thanks for the information. I was actually thinking of something like Olark https://www.olark.com/help/cobrowsing which enables sharing/controlling a window via their chat. We don't have enough people for live chat, so would probably hide it using a customfield and enable it as needed (or place it on a page outside of the navigation tree then send them a link).

It seems the Olark app does not require you to download the client so I guess it is loaded with the chat app, or silently when they ask for permission? I may play with the trial and see.

[William Davis]

There was a sponsor/booth back in the 2009 Miva Merchant Conference (February 26-28) that had a great solution. If I remember correctly, all one had to do is instruct the end user to invoke a shortcut command while on any page and they would automatically be sharing their browsing of your site only, I think keyboard and mouse too. I dont know if I can dig it up for you, but maybe MIVA has kept a list of their old sponsors.

[lesliekirk]

William, my pictures from the 2009 Miva Conference are a bit lacking http://www.lesliekirk.com/photos/mm09/ but maybe something in there will trigger your memory as to whom that company might have been.

[habreu]

Thanks for the tip. I will look around. If it was ever mentioned on the web it is findable.

In the meantime I was able to set up something with the Olark.com trial and will do some further testing it this afternoon. I set up a page off the navigation tree and created a short url we can give people as we help them on the phone. Then I used a simple JavaScript example I found to set up a place where they have to enter a code before being shown the link to launch the app, just to weed out any clowns who drop in. It's not hosted on the server so shouldn't create any problems for Miva hosting and at least on my initial test worked good; you can connect to the users computer with their permission, use either highlight mode (to highlight buttons and screen elements for them) or with additional permission you can control their mouse. You can also push links to them, transfer to other operators and so on.

Let's see how it goes.

[William Davis]

Found it, the company name was sesh (sesh.com), they had patented their interactive co-browsing solution. But they no longer around.

[habreu]

Thanks very much for looking.