To provide real-time and personalised support, income tax department offers an option of Co-browsing, which is also referred to as collaborative browsing. This enables helpdesk representatives to work alongside the taxpayer's browser in real-time and agents can monitor the taxpayer's browser screen and lead them interactively. Here is a quick look at what is co-browsing and how it helps tax payers, according to the income tax department’s website FAQs.
1. What is Co-Browsing and how does it help Taxpayer service?
Co-browsing, also known as collaborative browsing, allows the helpdesk agents to collaborate with the taxpayer’s browser in real-time, just at the click of a button. Agents can view and securely co navigate the Taxpayer’s browser screen and guide them interactively to deliver real-time and personalized support.
2. What can I do with Co-Browsing?
During a co-browsing session, helpdesk agent gets an accurate visual representation of the Taxpayers browser screen. Agents can also annotate the taxpayers view of the screen, help to fill out ITR forms, other Statutory forms, change settings, complete transactions, find help and reference materials for tax payers and even upload documents Agents can help taxpayer to navigate, scroll, type text, and highlight areas of interest on the same browser tab in real-time. Co-browsing is simple to use. It can be easily combined with live chat, phone to resolve the customer issue faster.
3. Does co-browsing allow the agent to view other data?
No. Co-browsing does not allow the agent to see any other data on the taxpayers desktop or computer. Also, the taxpayer need to approve the request before the agents can start the co-browsing session. Taxpayer can also end the co-browsing session at any time if they wish to terminate the discussion.
4. How to get start Co-Browsing session from helpdesk agent end?
Agent will receive call & CRM pop up in front of agent. Agent will talk to taxpayer and guide taxpayer where to locate co-browse button on income tax portal.
Taxpayer to generate PIN and share with Agent. Agent to click on CB button on CRM which will take him to co browse URL. Agent to enter PIN shared by taxpayer in screen displayed to Agent and click on start session button.
Once Agent clicks on Start Session button co-browse session will start & Agent can guide taxpayer. After the Taxpayer gets the answers, he/she can click the STOP button anytime. Once the session has ended, the Agent will no longer see the Taxpayer's browser.
5. How Co-browsing Works When the taxpayer starts a session, the browser sends a request to the Co-browser proxy. The request is then modified in a way that it looks as if the original request came from corbrowse.incometax.gov.in. This request is then sent to the original site that the leader wants to co-browse. The website sends back the response to the Co-Browser proxy. The Co-browser proxy then modifies the data so that it can be loaded into an iframe that rests on top the original page. Both the leader and the follower now interact with the website as it is loaded within the iframe. From this point, there’s only communication between the user’s browsers and the proxy, and the requests don’t continuously have to be sent to the original website any more.
6. Advantages of using of co-browsing co-browsing solution requires no installations or plug-ins seamless navigation, reduce average handling time and boost resolution rates Highlight and annotate important points Easy use with easy integration, hence increased customer satisfaction
As a result of these changes, IAs, cannot accept fees through credit cards, will have to sign a 26-clause investor agreement, have to maintain physical record written & signed by client, telephone recording, emails, SMS messages and any other legally verifiable record for five years. IAs were already asked to record the suitability and rationale for every piece of advice given, sign them and store them for five years.
While these extensive and frequent changes, designed to strengthen the conduct of IAs are well-meaning, these have sharply increased compliance efforts and cost. We, being online advisors, find many of changes harder to implement, compared to advisors working in the physical space. We will have to have an army of advisors, administrative and tech staff to be compliant. If we do this, we will have to divert money to these areas and the cost of our service will double. We want to remain the least-cost service in the market to benefit more and more people. In the circumstances, we are forced to change our business model from “advisory” to “research”. This will mean the following:
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