IT Portal Enables Co-Browsing Feature to Help Taxpayers

The Income Tax Portal for e-filing of income tax returns has enabled the feature of co-browser also known as collaborative browsing which 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.

The Helpdesk representative sees a precise visual copy of the Taxpayers’ browser screen while co-browsing.

Agents can also comment a taxpayer’s view of the screen, assist with ITR and other statutory form completion, modify settings, execute transactions, provide resources for tax payers in need of assistance, and even upload documents. On the same browser tab, agents can assist taxpayers with navigation, scrolling, text entry, and the live highlighting of areas of interest, according to the income tax portal.

Utilizing co-browsing is easy. It is simple to combine with live chat and the phone to help customers with their problems more quickly.

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

CRM will appear in front of the agent after the call is received. The tax payer 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 should be clicked by the agent to access the co-browse URL. Agent to enter taxpayer’s PIN on screen presented to Agent and select “start session” from the menu. When the agent selects the Start Session button, the co-browsing session begins, and the agent can assist the taxpayer. The Taxpayer may select STOP at any time after receiving the results. After the session is over, the Agent won’t see the Taxpayer’s browser anymore.

The browser contacts the Co-Browser proxy when the taxpayer begins a session. The request is then altered to make it appear as though it originated from corbrowse.incometax.gov.in. The original website that the leader wishes to co-browse is then contacted with this request. The website replies and the Co-Browser proxy receives it. The data is then modified by the Co-Browser proxy so that it may be loaded into an iframe that is placed on top of the original page.

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

The income tax portal listed the co-browsing solution’s benefits, including its seamless navigation, lack of installation requirements or plugins, reduction of average handling times, and increased resolution rates. Highlight and annotate crucial information. Easy use and simple integration lead to higher customer satisfaction.