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Customer support

Cardina ✓

Visually guide customers remotely with instant cobrowsing.

Source rating 5.0 (1) 3.3k views 5 saves Free Trial
Cobrowsing Screen Sharing Customer Service
More categories (4)
Customer Support Ticket Resolution Automation In Customer Service Customer support
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Free

Verdict

A quick read before you dig into the full page.

Best if
Visually guide customers remotely with instant cobrowsing
Skip if
Tool learning requires human approval
Pick this when
Extracts knowledge from previous support

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Overview

Cardina Cobrowse is a customer service tool designed to facilitate visual guidance and engagement over live chat or phone. It enables customer service representatives to see, draw on, and cobrowse customer screens, requiring minimal actions on the customer's end.

This cobrowsing capability aims to resolve issues effectively and efficiently by eliminating the need for downloads, meeting links, and other often tedious processes.

One of the main features of Cardina Cobrowse is its ability to provide visibility into enrollment workflows. This allows agents to share their screen for a better understanding of customers' queries.

Similarly, agents can take control of a customer's screen, with their permission, to navigate workflows and guide the customer through solutions. Additional functionalities include the ability to record and replay past sessions for training purposes, mask out sensitive data for privacy, and drive customer satisfaction by resolving issues faster.

It also has robust security measures to protect sensitive data and to control the agent's access to customer data. Moreover, Cardina integrates with pre-existing customer service tools, compatible across different devices and web technologies.

Cardina website

Access & connections

Where you can use Cardina.

Platforms

Web

Capabilities

What this tool accepts, produces, and is strongest at.

Input

  • Tabular
  • Text

Output

  • API
  • Text

Pros & cons

Pros

  • Extracts knowledge from previous support
  • Instantly turns support articles into answers
  • Integrated with existing support resources
  • Automates resolution of tickets
  • Cobrowsing technology for visual guidance
  • Identifies potential customer issues
  • Predicts and fills content gaps
  • 24/7 customer support
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  • Personalized accurate answers
  • Task execution on behalf of agents
  • Seamless integration with support desk platforms
  • Significant results within short time frame
  • Optimization across chat, email, SMS channels
  • Agents never answer same question twice
  • Identifies automation opportunities for ROI
  • Can scale support without adding staff
  • Trusted by world's most ambitious CX teams
  • Automation becomes smarter over time
  • Live visual guidance over phone, chat
  • Yields accurate solutions, not just answers
  • Helps understand and anticipate customer trends
  • Automatically resolves up to 60% of tickets
  • Effective self-serve resolutions
  • Faster service for customers
  • Helps increase deflection
  • Supercharges existing CX stack in one click
  • Proves ROI in days, not months
  • Enables delivery of personalized support at scale

Cons

  • Cobrowsing limited to live chat
  • Uses past tickets only
  • Analytics may miss real-time issues
  • Dependency on existing support resources
  • No native customer support
  • Cannot resolve all tickets
  • Integration not specified for all platforms
  • Limited to current support channels
Show 2 more
  • Tool learning requires human approval
  • Dependent on significant past data

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Releases 1

Initial release December 7, 2022 Current
Initial release of Cardina.

FAQ 12

What is Cardina Cobrowse?
Cardina Cobrowse is a tool designed for customer service that facilitates visual guidance and engagement over live chat or phone. It enables customer service representatives to see, draw on, and cobrowse customer screens with minimal actions required on the customer's end. The software helps resolve issues efficiently by providing visibility into enrollment workflows, the ability to record and replay past sessions, data masking for privacy, and integration with pre-existing customer service tools.
How does Cardina Cobrowse work?
Cardina Cobrowse functions by enabling customer service representatives to see, draw on, and share customer screens. Agents can also take control of a customer's screen, with their permission, to guide them through solutions and enrollment workflows. This is done without the need for additional downloads or meeting links. The interactive drawing feature facilitates visual guidance, while session recording and replay capability aids in training and data masking ensures privacy.
What security measures does Cardina Cobrowse have in place?
Cardina Cobrowse prioritizes data protection through robust security measures. The system ensures that agents have access to sensitive customer data only when necessary and with the customer's explicit consent. Measures include full audit log visibility into agent actions and compliance with data protection and security frameworks such as SOC 2 Type II, GDPR, CCPA and HIPAA.
How does Cardina Cobrowse protect sensitive data?
Cardina Cobrowse protects sensitive data by masking it. This ensures that sensitive data is never sent or stored in an unsecured way. The system allows complete control over what agents can view, with the capability to block any element by adding a single attribute. Passwords and certain sensitive fields are automatically hidden, providing an additional layer of security.
Can Cardina Cobrowse record and replay previous sessions?
Yes, Cardina Cobrowse has the capability to record and replay previous sessions. This functionality is designed to aid in training, allowing agents to review and learn from past resolutions. This helps improve overall customer service quality and efficiency.
How can Cardina Cobrowse integrate with existing customer service tools?
Cardina Cobrowse offers seamless integration with pre-existing customer service tools. This capability makes it easier for agents to engage with customers and gain a comprehensive view of their digital experience from any platform.
Is Cardina Cobrowse compatible with different devices and web technologies?
Yes, Cardina Cobrowse is highly versatile in terms of compatibility. It is designed to work with the latest web technologies, regardless of language or framework. It is compatible on all of the users' devices and works well with technologies such as React, Iframe, Canvas, Styled Components, Safari, CSSOM, Firefox, Emotion, Vue, Chrome, Shadow DOM, Edge, and Angular.
How does Cardina Cobrowse provide visibility into enrollment workflows?
Cardina Cobrowse provides visibility into enrollment workflows by allowing agents to share their screen with the customer. This feature helps the agents understand customers' queries better and allows them to navigate workflows and guide the customer through solutions more effectively.
Can agents share their screens with Cardina Cobrowse?
Yes, with Cardina Cobrowse, agents can share their screens to provide better understanding and guidance in resolving customer queries. This feature can especially be employed to provide clarity during enrollment workflows.
Can agents control a customer's screen with Cardina Cobrowse?
Yes, agents can take control of a customer's screen with Cardina Cobrowse. It allows agents to scroll, click, and type on behalf of the customer, similar to sitting right next to them. This feature can be employed to navigate workflows, highlight where to click, or even guide the customer through solutions.
How does the interactive drawing feature work in Cardina Cobrowse?
The interactive drawing feature of Cardina Cobrowse allows agents to visually guide customers by drawing on their screen. Agents can highlight where to click, thereby guiding a customer through the process in a streamlined and more efficient manner.
How can Cardina Cobrowse assist in issue resolution faster?
Cardina Cobrowse assists in faster issue resolution by removing the need for downloads, meeting links, and other often tedious processes. Agents are able visualize the customer's screen live, even taking over their screen to guide them through resolutions. It helps resolve customer queries 41% faster, increasing CSAT/NPS.
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