Technically it's co-browsing software. So basically what we do is grab the DOM from the customer side and transfer it to the representative's side. There's no screenshot involved which gives us a number of advantages

1. It's more private. The rep doesn't see your whole screen, just the contents of the page. 2. It's more secure. We can redact DOM elements with sensitive information like passwords so that they never hit our servers and are never seen by the rep.