LiveLOOK, a provider of co-browsing technology recently acquired by Oracle, today released TrueView. During a co-browsing session using LiveLOOK's Co-Browse technology, the TrueView feature adjusts the agent's view of the customer's screen to match the customer's browser sizing exactly, even resizing in real time if the customer changes the size of his browser window.
This improves existing HTML-based co-browsing solutions, which recreate the customer's view for an agent without accounting for how the customer's browser window is sized and how that sizing affects the way Web site content is displayed to the customer. For example, resizing can trigger different layouts optimized for various screen sizes, or it can require scrolling to view and access site content. Without the ability to view a screen exactly the way it is being displayed to a customer, agents risk frustrating customers by giving directions that are difficult to follow.
"We heard from our customers that even though co-browsing was helping get agents and online visitors on the same page, at times there was still some confusion when content was being displayed a little differently for the customer than how the agent was seeing it due to window sizing," said Igor Khalatian, CEO of LiveLOOK, in a statement. "TrueView solves this problem by sizing the agent's window to exactly match the customer's, so if the agent needs a customer to scroll up or down or left or right, he knows to communicate that."
TrueView is available immediately for LiveLOOK Co-Browse Premium customers.