Here’s what you need to know about getting personalized support from the income tax help desk.

The department of income tax provides the capability of co-browsing, also known as collaborative browsing, with the purpose of providing real-time and personalized support. As a result, customer service personnel can communicate in real time with the taxpayer's browser and may observe and guide them effectively.

get personalized support from income tax help desk

The Income Tax (I-T) department has added an additional function known as co-browsing, also termed collaborative browsing, to the site for the e-filing system. With the assistance of this function, helpdesk agents can offer real-time, personalized assistance to taxpayers for ITR filing as well as other tasks. Agents have the capacity to proactively guide taxpayers while monitoring their browsers. The utilization of co-browsing has a range of advantages. Because it is simple to use and does not really require any installations or attachments, it promotes client happiness. Co-browsing enables agents to assist taxpayers in actual-time browsing, text entry, skimming, and underlining of topics of interest within the same web browser. Read on to learn more about the steps involved in initiating co-browsing!

Also read: Ways to put your income tax refund to good use 

How do I get personalized support from the Income Tax Help Desk?

To guarantee taxpayers individual and timely assistance, the Income Tax Department offers a co-browsing option. Co-browsing, also known as collaborative browsing, enables the support-desk staff to interact in real time with such a taxpayer's browsers. The agents have access to the taxpayer's browser screen. Agents are capable of advising taxpayers in this way and communicating with them to find solutions to their problems. 

It is important to note that co-browsing doesn't really give the agent access to any additional information on the taxpayer's device. While agents can start the co-browsing engagement, the taxpayers also should consent to the request. If the taxpayer wishes to quit the conversation, they may do so at any stage throughout the co-browsing session.

Steps to Establish a Co-Browsing Session:

Step 1: The consumer will see the agent through a relationship management page.

Step 2: The agent will then speak with the taxpayer and support him or her in finding the co-browse key on the income tax site.

Step 3: The taxpayer must also generate a PIN and provide it to the agent.

Step 4: The agent must then choose the CB button on the CRM dashboard to be directed towards the co-browsing URL.

Step 5: The agent must now enter the PIN granted by the customer on the window that has been presented to them and click the Start Session option.

Step 6: The co-browsing process will commence once the agent presses the Start Session button, and the agent will then be able to steer the taxpayer.

Step 7: The taxpayer may decide to stop at any time after acquiring the solutions.

Step 8: After the interaction has finished, the agent will not be able to access the taxpayer's display.

Final words

Co-browsing, commonly referred to as collaborative browsing, permits income tax helpdesk representatives to instantly engage with a taxpayer's browser and resolve their issues.


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