The Income Tax Department has included a new feature on its official e-filing website, which is called the Co-Browsing. This feature is all about improving customer services, as it allows help desk executives to support tax payers and rectify their queries in real time. So, when facing any error or problem while filing ITR, taxpayers can get help in real time from these agents. Moreover, not only for ITR filing but taxpayers can get help from these agents for any portal-related activity.
Co-Browsing Feature For Income Tax
According to the information available on the official website of the Income Tax Department, the helpdesk agents will basically instruct and assist the taxpayers to pinpoint their interests, navigate certain tabs, follow the exact tax-related procedures, etc. The agents will instruct and assist in all of these activities in real-time, just like a coach. Moreover, if a taxpayer wants results faster than help desk agents can willingly transform their form of assistance to a phone call or live chatting.
This movie will support the ITR filing process and will boost the number of self e-filing transactions. Taxpayers can learn different types of methods to file ITRs, fill up different types of forms, edit details etc. The co-browsing feature has multiple privacy and security layers due to which the help desk agents cannot view the sensitive details of taxpayers. All the information or data displayed on the screen of the taxpayers will not be visible to them by default.
“Also, the taxpayer needs to approve the request before the agents can start the co-browsing session. Taxpayers can also end the co-browsing session at any time if they wish to terminate the discussion”, mentioned the official website of Income Tax.
“Co-browsing is more convenient and easy to use as both the agent and the taxpayer are not required to install any third-party application before they can share their entire screen. Also, in screen sharing, service agents can see the client’s entire desktop or any notification that may pop up. However, co-browsing gives a more private and secure experience as the agent can only view the active window of the Taxpayer’s browser and nothing else”, mentioned financial express.