Alma Mediapartners had been planning on implementing a new tool to enhance their customer service on the Finland’s most popular housing site Etuovi.com. The tool’s main emphasis focuses on guiding visitors and assisting home sellers in leaving an ad.

The purpose of this thesis was to gather information about the co-browsing tools currently on the market and implement the most convincing tool based on the comparison. The tool was tested in order to ensure that the tool passes the requirements set for it in the deployment phase. The aim of this study was to enhance the customer service process and add value to the daily work of the customer service group. The thesis can also be considered as a translated manual for the tool.

The knowledge gathered from the deployment strengthened Alma Mediapartners’ idea of co-browsing’s potential. Unfortunately deployment was delayed for both schedule and production reasons. Deployment has, however, been given a green light and it will be implemented towards the end of 2015.