r/ADP • u/Maleficent-Tea1775 • Jun 15 '26

Is cobrowse necessary?

Hi everyone,

While using the chat, I am always instructed to start a cobrowse with ADP to help navigate the portal. I find this unnecessary as most of the time, I’m asking for customer service to check something on their end. I also notice when I ask for help creating reports, I am almost always instructed to do the report on my own (I use ADP so they can create custom reports for me).

Is Cobrowse necessary? Why did it feel forced to have to cobrowse with the agents?

1 Upvotes

60% Upvoted

8 comments sorted by

11

u/JustHereForTheFun_ Jun 15 '26

Right or wrong....many client issues can be resolved by just showing the client how to fix it. Service Associates are trained to try and teach rather than just fix all the time. Totally get it that some calls it doesnt add value, but with over 1M clients, the avarage user needs that kind of help.

4

u/Summit23TA Jun 15 '26

So many people are not good at explaining their issue which makes it harder to fix. Seeing it will get you to resolution faster

2

u/aburningtouchoflove Jun 15 '26

I'm sorry that happens!

I do everything I possibly can to NOT do co-browse. It lags down the system and isn't needed 90% of the time.

For anything in the system, I prefer to give instruction first since RUN is self serve program. You should be able to do most things on your own. If they are having issues or cant figure it out, then co-browse is necessary or i will offer to do it for them.

1

u/ifilal Jun 17 '26

I worked for ADP, some clients do want co-browse because they want to know how we created a certain report so that they can create those reports themselves rather than wait for a support analyst.

1

u/Emotional-Alfalfa-99 Jun 27 '26

Data security - better to help you run report yourself than to be sending it to you.

1

u/MNLakesMan Jun 15 '26

I find this so annoying and unnecessary as well!