What is Web collaboration?

Web collaboration is when two or more people “meet” over the Internet to share information and ideas. Web collaboration systems typically provide tools that allow participants to perform “Online Collaboration” by working together over the Internet, sharing applications and documents.

Effective Web online collaboration is more than just one technology or channel for customer service. The best Web-collaboration offerings involve multi-channel support to serve the customer by the means that best suits both the customer and the needs of the organization. Key elements of a comprehensive Web collaboration software solution include:

• Text chat enabling CSRs to conduct multiple chat room sessions simultaneously.

• Co browsing capability to guide customers to appropriate Web pages.

• Internet callback to automate an agent-to-customer or customer-to-agent phone call.

• Integration with all other point-of-customer contact, including knowledge bases, email response, and call centers

By creating a community around your website, you make your website a place that customers want to return to.

Tips for choosing web collaboration software:

• Can you restrict who has access to different files or bulletin boards?

• Are there templates to make it easy to set up a nice looking collaboration site? Can you customize the templates with your business logo and colors?

• How easy is it to post your for document sharing?

• How easy is the bulletin board software to use? Can you easily track which questions need to be answered?

• How easy is the web collaboration software to use? How do you set up a conference?