SpringCT - Case Studies - Transforming Customer Support with Secure Co-Browsing Solution

Case Study

Case Study

Transforming Customer Support

with Secure Co-Browsing Solution

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One of the customer support institutions sought to build a co-browsing solution that allows sharing only the browser window without sharing the entire screen. This feature aimed to enhance privacy and streamline support interactions by focusing solely on the relevant browser content.

Product Features

Co-browser for Simple and Complex Websites:

Enables seamless co-browsing for both simple and complex web applications.

User Management, Join and Leave Sessions, End Session:

Facilitates efficient user management with options to leave or end sessions.

Multiple User Support:

Allows multiple users to participate in a single co-browsing session.

Multiple Simultaneous Sessions Support:

Supports multiple co-browsing sessions running concurrently.

Simulate Mouse and Click Events to All Users in Session:

Assign unique color to mouse cursor to show user interaction on browser, Enables simulation of mouse movements and click events for all users in the session.

Link Navigation, Scroll from Agent:

Allows agents to navigate links and scroll pages for users, control co-browse session to follow only moderator and block free navigation of other users

Annotations Support during Co-browsing:

Provides tools for annotating web pages during co-browsing sessions.

Dynamic Scale-Out of Headless Server:

Dynamically scales out headless servers to manage session loads.

Co-browse iOS and Android Applications:

Extends co-browsing capabilities to iOS and Android applications.

WebRTC Audio/Video Support during Sessions:

Integrates WebRTC for real-time audio and video communication during sessions.

Technical Challenges

Customizing the solution to meet diverse collaboration needs
Handling numerous concurrent headless browser sessions
Ensuring a seamless user experience and technical compliance
Protecting user data and maintaining privacy during co-browsing sessions

Technologies Used

Server-Side Technologies: Node.js, Kurento Media Server
Communication Technologies: WebRTC
Development SDKs: Custom built Co-browsing SDK
Client-Side Platforms: Browsers, Android, iOS

Results

The system allowed users to Co-browse simple and complex websites with other users without using Screen Sharing.
Supports co-browsing on iOS and Android applications, ensuring seamless collaboration across different devices.
The system supports large number of concurrent co-browsing sessions, making it suitable for businesses of all sizes.
Offers annotation tools and audio/video conferencing capabilities during co-browsing sessions, enhancing collaboration and problem-solving.
Utilizes a secure server-side solution to ensure the confidentiality and integrity of co-browsing sessions, protecting sensitive information.

Conclusion

SpringCT developed a WebRTC-based co-browsing solution, enhancing customer support by allowing browser window sharing while ensuring privacy. This system supports multiple concurrent sessions, mobile applications, and real-time collaboration tools, making it ideal for businesses of all sizes.