CSE498, Collaborative Design, Spring 2019
Computer Science and Engineering
Michigan State University

Originally founded as an online bookstore, Amazon is now a leader in e-commerce and cloud computing, accounting for one in three online shopping transactions in North America.

When an Amazon customer needs help with a product, support staff must be ready immediately to ask him or her for more information in order to diagnose the problem, working hard to further avoid frustrating the customer.

Customer support organizations need better ways to understand the problems their customers are facing in order to help them more efficiently. Browser sharing, or co-browsing, provides support representatives with a visual way to guide customers to a quick and painless resolution.

With our Browser Sharing for Customer Support, the click of a button allows customers to share their browsers with Amazon representatives. The representative can offer quick and efficient assistance without having access to the customer’s screen or computer. In most cases the customer gets immediate assistance, without any time-consuming installation needed.

Because the Amazon representative cannot view any other content on the customer’s desktop, this is much safer than traditional remote control solutions.

Our browser sharing tool is written in JavaScript and hosted on Amazon Web Services (AWS) EC2 servers. It uses the W3C DOM API to capture the DOM events. The REST API is hosted on AWS and saves interactions in an AWS RDS Database for auditing purposes.