The IT portal enables co-browsing functionality to help taxpayers

The IT portal enables co-browsing functionality to help taxpayers

The Income tax portal for Electronic Filing of Tax Returns has enabled co-browser functionality 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.

Agents can securely view and co-browse on the taxpayer’s browser screen and interactively guide them to provide real-time, personalized assistance.

The help desk representative sees an accurate visual copy of the taxpayers browser screen when co-browsing.

Agents can also comment on a taxpayer’s view on the screen, help complete the ITR and other statutory forms, change settings, execute transactions, provide resources for taxpayers needing assistance, and even upload documents. On the same browser tab, agents can help taxpayers with navigation, scrolling, text entry and live highlighting of areas of interest, according to the Income Tax Portal.

Using co-browsing is easy. It’s simple to combine with live chat and phone to help customers resolve their issues faster.

Additionally, it was clarified that the agent cannot view other data on the taxpayer’s desktop or computer while co-browsing. Before agents begin the co-browse session, the Taxpayer must also approve the request. If the taxpayer wishes to end the conversation, he can also end the co-browsing session at any time.

CRM will appear in front of the agent after the call is received. The taxpayer will speak with the agent, who will then direct the taxpayer to the co-browse button on the income tax portal. To create a PIN and give it to the agent, the taxpayer. The CB button on the CRM must be clicked by the agent to access the co-browse URL. The agent must enter the taxpayer’s PIN on the screen presented to the agent and select “start session” from the menu. When the agent selects the Start Session button, the co-browse session begins and the agent can assist the taxpayer. The taxpayer can select STOP at any time after receiving the results. Once the session is over, the agent will no longer see the taxpayer’s browser.

The browser contacts the co-browser’s proxy when the taxpayer starts a session. The request is then modified to look like it came from corbrowse. incometax.gov.in. The originating website that the leader wishes to co-browse is then contacted with this request. The website responds and the co-browser proxy receives it. The data is then modified by the co-browser’s proxy so that it can be loaded into an iframe placed above the original page.

Now that the webpage is loaded into the iframe, the leader and follower can interact with it. After that, requests are no longer continuously sent to the actual website, but simply exchange information between the user’s browser and the proxy.

The income tax portal listed the benefits of the co-browsing solution, including its seamless browsing, no installation or plug-in requirements, reduced average processing times, and increased resolution rates. Highlight and annotate crucial information. Ease of use and simple integration lead to higher customer satisfaction.

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