Just think, if you can directly see the problem your client is having, you can jump straight into solving the problem and resolve it more easily. Co-browsing is a solution that helps you to do that.
Now, you might be thinking about what is co-browsing, how it works, and how it can help you to offer better customer service. To get all the answers you need to read the whole article. So, let’s dive into it.
Co-browsing also known as collaborative browsing; is a technology that allows a customer to share their screen in real-time with a customer support agent. With the click of a button, co-browsing gives access to customer support agents to join a user’s existing website session to see, click or scroll, highlight key information, understand it and solve problems. It is gaining popularity in various industries, from retail to financial services.
Note that co-browsing only allows agents to see the pages that have been enabled with co-browse, not any other open browser tabs or open applications on a customer’s computer.
Co-browsing solutions combine the power of Web Real-Time technology. Instead of letting online users navigate a page by themselves and leave if they can’t find what they’re looking for, companies can start a co-browse session to interact with them. When the co-browsing session starts, the agent gets an accurate visual representation of the customer’s browser screen. They can provide assistance in real-time, resolve issues, and increase customer satisfaction.
Here is a simple outline of how Co-browsing works:
An online business owner who wants to take their customer service to another level uses co-browsing to give their customer more efficient support.
Co-browsing technology allows customer support agents to connect with a customer’s browser remotely. With this functionality, they can see exactly what a website visitor is looking at. It helps to enhance customer interactions by reducing multiple touchpoints and improving key team productivity metrics. They can also perform certain actions like scrolling the page, moving the cursor, or highlighting areas to guide the visitor. That means you are offering a quick solution and being able to deliver faster support reducing support costs and time. Moreover, it helps you to achieve customers’ trust and loyalty.
Co-browsing can help you to give a competitive edge to your business. Let’s see the benefits that play a vital role in your business.
There are several ways that co-browsing can empower your agents to perform better. It allows you to identify the issue quickly and effectively. The result of which is – a faster resolution process that too in the first contact itself. It saves time and allows agents to handle more conversations as they identify the problems faster.
Co-browsing helps to diagnose the complexity of the error. The agent can deliver the best solution at the first touchpoint and reduces the number of attempts made in the future for the same issue. It allows the support team to dive directly into guiding customers skipping the chat or phone support, thus improving team productivity. Your employees will work more effectively when they have different options available to suit the customer’s needs. Depending on the situation, they can choose co-browsing, live chat, or video chat.
Co-browsing and screen sharing have many differences. Some of them are:
Several types of co-browsing are suitable for different use cases. Though the mission remains the same (sales-oriented or customer support-oriented) for all the types. Not all businesses use the same kind of co-browsing. To choose which type of co-browsing is suitable for your business, let’s learn more.
Document Co-browsing enables an agent and a customer to collaborate in PDF document preview. This allows the agent to guide the customer through complex banking documents and even collaborate with them to fill out forms and complex processes.
Since co-browsing technology enables joint navigation of a user’s browser window, it’s very normal for customers to feel unsafe. But if you ask is it safe? In a word, the answer will be, yes.
With co-browsing, it requires the customer to grant access permission to the agent before a co-browse session starts. Even if it requires a unique code or one-time PIN. With that PIN, you can confirm that your client is willing to proceed with the process. The user does not have to expose their other open tabs, confidential desktop folder names, desktop pictures, or simply the mess of documents they have.
Also, the agent’s controls are limited. For example, they can’t click the submit button, so they won’t be able to complete transactions or purchase products. The customer also does not have to download any files to begin a session and customers can end the session at any time.
A key to a successful business is to adopt new technologies to enhance customer experience. It helps a business to reduce human efforts, initially, it may cost a bit high, but when you will look at the term advantage, it definitely becomes beneficial. Co-browsing allows you to go that extra mile by performing a task rather than asking your customer to do something. That delivers a unique user experience to your customers and gives a long-lasting impression.
I hope, this article helped you get a clear idea about co-browsing. Also, consider checking out our other articles on the site like, How To Add A Private Messaging And Live Chat System In WordPress? and Live Chat Guide for New Business.