Web-Based User-Dependent Customer Service Interaction with Co-Browsing

摘要

Systems and methods for communication between customer service representatives and users, for example, users of a website, are disclosed. In connection with rendering an informational resource, such as a World Wide Web page, on a browser, a user is provided with an indication that communication between a representative and the user is possible only if presence information for the representative indicates that the representative is available. If no representative is available, the user is provided with a null image, although the user may instead be shown the presence information for the representative expected to be available soonest. The ability to communicate with a representative may depend on the user's characteristics and history. The mode of communication offered to the user may vary, and may also depend on user characteristics, organizational preferences, and other factors. Users and representatives can also collaboratively co-browse web pages.