Peek (Co-browsing)
Real-time screensharing and co-browsing for instant customer support and insights.
Executive Summary
Peek (Co-browsing) by Reamaze offers a powerful solution for customer support teams to provide real-time assistance. This feature enables agents to initiate live screensharing sessions directly with customers, allowing them to see exactly what the customer sees on their screen. This eliminates guesswork and reduces resolution times by providing immediate visual context to customer issues. Beyond simple viewing, Peek also supports co-browsing, where agents can interact with the customer's screen, guiding them through complex processes, filling out forms, or demonstrating features. This interactive capability not only resolves problems faster but also enhances the customer experience by making support more proactive and less frustrating. It also helps support teams understand customer behavior patterns and common pain points more effectively.
Use Cases
- Troubleshooting technical issues on a website or application.
- Guiding customers through complex forms or checkout processes.
- Onboarding new users by demonstrating product features live.
- Providing personalized product demonstrations and tutorials.
- Identifying UI/UX friction points by observing customer navigation.
Features
Visibility
- Live Screen View: Instantly view the customer's screen in real-time to understand their context and issues.
- Co-browsing Controls: Take control of the customer's screen to guide them, click, type, and navigate directly.
- Customer Journey Tracking: Monitor customer events and navigation path during the co-browsing session.
Intelligence
- AI-Powered Response Suggestions: Utilize AI to generate relevant responses or suggest knowledge base articles during live interactions.
- Behavioral Analytics: Analyze customer behavior patterns observed during co-browsing sessions to identify common issues.
Support
- Real-time Assistance: Provide immediate, visual support to customers by seeing and interacting with their screen.
- Session Recording: Record co-browsing sessions for training, quality assurance, and dispute resolution.
- Secure Co-browsing: Ensure customer privacy with options for consent and masking sensitive data during sessions.
Technical Specifications
- Architecture
- Cloud-based SaaS platform with a RESTful API and client-side JavaScript integration for co-browsing functionality.
- Deployment
- SaaS
- Authentication
- OAuth
AI/ML Stack
- ChatGPT (OpenAI)
Integrations
- Pipedrive
- BigCommerce
Pricing
- Target Customer
- SMB,Mid-Market
- Free Trial
- Yes
About Reamaze
Reamaze is a unified customer support platform for online businesses, launched in 2012 from San Jose, California. It consolidates multi-channel communication (email, live chat, social media, SMS, VoIP, video calls, push notifications) into a single inbox and offers AI-powered tools for automation, conversation suggestions, and knowledge base creation.