eGain today released Cobrowse for smartphones and tablets. With the new tool, users will have access to cloud and on-site customer interaction software in and out of the office.
With Cobrowse, businesses can offer their customers the ability to "securely and conveniently" complete Web forms on their mobile devices, "while simultaneously engaging them in a call or text chat."
"Unlike alternatives, such as page push and screen share, eGain Cobrowse is the "real thing that allows true two-way collaboration between the business representative and the consumer," explains Anand Subramaniam, vice president of marketing at eGain. "It also provides granular, role-based view and action control for privacy and compliance."
"Our clients have seen as much as 200 percent improvement in online form completion when they use cobrowsing to help customers fill forms on the Web," said Ashu Roy, CEO of eGain, in a statement. "We are delighted to offer our innovative Cobrowse product on the iPad and other mobile devices."
Cobrowse does not require consumer downloads and is available immediately to customers. "It is easy to deploy, and is unified with consumer interactions through other communication channels for 360-degree context," Subramaniam says.
eGain's product is available for the iPad, iPhone, and Android-based devices. "We chose these devices based on market adoption data, what we heard from thought leaders such as industry analysts and what we heard from our blue-chip clients and partners," Subramaniam says.
eGain cites online form-filling as a "major hurdle in customer acquisition and on-boarding processes, especially in regulated sectors like financial services, insurance, healthcare, and government." According to Subramaniam, eGain expects adoption in the b2c industry sectors, in particular insurance, financial services, retail, telecommunication, and consumer products.
"Sales and service reps can use Cobrowse to even teach consumers how to use Web self-service," Subramaniam says. "It's like teaching someone how to fish rather than providing them the fish."