Income Tax Portal Enables Co-Browse Feature to Help Taxpayers
The income tax portal for electronic filing of tax returns enabled the co-browser feature, also known as collaborative browsing, which allows Helpdesk agents to collaborate with the taxpayer’s browser in real time, with the click of a button.
With this new feature, agents can securely view and co-browse on the taxpayer’s browser screen and interactively guide them to provide real-time, personalized assistance.
During a co-browse session, the Helpdesk agent gets an accurate visual representation of the taxpayers browser screen.
“Officers can also annotate the taxpayer view on the screen, help complete ITR forms, other statutory forms, change settings, perform transactions, find help and taxpayer reference materials, and even upload documents. Agents can help the taxpayer navigate, scroll, type, and highlight areas of interest on the same browser tab in real time,” the Income Tax Portal said.
Co-browsing is easy to use. It can be easily combined with live chat, phone to solve customer problem faster.
It was further stated that co-browsing does not allow the agent to see any other data on the taxpayer’s desktop or computer. Additionally, the taxpayer must approve the request before agents can start the co-browse session. The taxpayer can also end the co-browse session at any time if they wish to end the discussion.
The agent will receive the call and the CRM popup in front of the agent. The agent will speak to the taxpayer and tell them where to find the co-browse button on the income tax portal. The taxpayer must generate a PIN code and share it with the agent. The agent needs to click on the CB button on the CRM, which will take them to co browse the URL. The agent must enter the PIN code shared by the taxpayer in the screen displayed to the agent and click on the start session button. Once the agent clicks the Start Session button, the co-browse session starts and the agent can guide the taxpayer. Once the taxpayer has obtained the answers, he can click the STOP button at any time. Once the session has ended, the Agent will no longer see the Taxpayer’s browser
When the taxpayer starts a session, the browser sends a request to the co-browser’s proxy. The request is then modified to make it look like the original request came from corbrowse. incometax.gov.in. This request is then forwarded to the original site that the manager wishes to co-navigate. The website sends the response back to the co-browser’s proxy. The Co-Browser proxy then modifies the data so that it can be loaded into an iframe that relies on the original page.
The leader and follower now interact with the website when loaded in the iframe. From that point on, there is only communication between the user’s browsers and the proxy, and requests no longer have to be sent to the originating website all the time.
Elaborating on the benefits of the new facility, the Income Tax Portal said the co-browsing solution requires no installation or plug-ins, seamless browsing, reduces average processing time and increases transaction rates. resolution, highlights and annotates important points, easy to use with easy integration, thus increasing customer satisfaction.