MassMutual Retirement Services is introducing co-browsing to enhance online services to retirement plan savers, employers, financial advisors and TPAs.
Co-browsing, which is used only when a client grants MassMutual permission, allows retirement plan customers to more closely interact with MassMutual service team members and call center employees by allowing them to view what the customer is seeing online while answering questions about retirement plan websites. It helps service representatives resolve issues more quickly, typically on the first call, with a greater level of understanding and satisfaction than other electronic communications. Security options also allow web users to block sensitive information during the co-browsing session.
Co-browsing is available to plan sponsors and participants who rely on the RetireSmartSM, Total Retirement Center and Edge websites. It is being used by MassMutual to provide a wide variety of services to retirement plan participants: assistance with web navigation, filling out forms, solving unique problems quickly and efficiently, and mutually reviewing account data and geographical information, and adding or changing beneficiaries. In addition, co-browsing can help participants get help in understanding information about complex products and services.
Plan sponsors, financial advisors and TPAs can use co-browsing to update preferences, view and download available reports, get assistance with processing loans, create file maps, review plan designs and provisions, execute participant transactions, and view, print or download plan-level forms.
For more on MassMutual's value-adds for advisors, visit their NAPA Partner Corner page.
