Cobrowsing is an exciting technology that empowers customer service organizations provide crucial customer support in real time. Agents who cobrowse are able to overcome many of the difficulties service call center support staff experience usually when trying to help clients.
Cobrowsing allows customers and service support agents to see and share exactly the same information on their browsers and, through this process, to quickly and efficiently resolve issues. Once customer issues have been resolved satisfactorily, there is even an opportunity to offer additional products and services, thereby improving the bottom line.
Here are six ways cobrowsing transforms customer service and the customer experience.
1) Improved customer service
Cobrowsing lets customer support agents access clients’ browsers and see the exactly the problem clients are experiencing. At the same time, customers can view what is what agents are doing and how problems are resolved. Importantly, customers retain control of the process.
Useful features such as agents being able to switch between showing information to the client and viewing customers’ browsers means that features can be demonstrated and customer questions quickly answered.
2) Increased customer satisfaction
Customer satisfaction is enhanced because problem resolution is so fast when customers are able to interact with customer service agents in real time. Additionally, customers sees what agents are doing so there is an added level of trust involved.
The ability to demonstrate and share information means customers get the answers they need from within the comfort of their own homes or offices.
3) Online applications and form completion
Customers enjoy participating in online processes and purchasing items, so applying for specialist services or making travel and other bookings are popular on-screen practices.
The downside is that it’s relatively easy to misunderstand what’s required or to make a wrong selection. Cobrowsing technology enables agents to show clients how online systems work and how to select the correct options. Cobrowsing increases customer confidence and expertise.
4) Software support
The installation of new software packages can be challenging, especially for clients with limited software skills. Problems may range from the relatively simple configuration of off-the-shelf products like email programs to setting up complex accounting software or SaaS packages.
Cobrowse solutions enable tech support staff to help clients set up systems correctly, with minimal delay, and avoid the need for time-consuming site visits.
5) Sales support
Web stores are great for purchasing standard consumer goods. But what about those outlets that offer high-end products with multiple options, or that can be individually customized?
Traditionally, clients would need to visit an outlet or vendors would make an in-person sales call. This is no longer necessary, as sales personnel can use cobrowsing to walk clients through the options available and, using shared viewing, confirm product specification and price and conclude the sale.
6) Online training
Although many organizations offer online tutorials for product training, their efficacy can be limited. Cobrowsing takes online training to a new level with its ability to support interaction between students and trainers.
For example, the ability to share browser views means trainers can demonstrate how to perform complex operations, and then monitor students performing the same procedures.
Students and trainer interaction is enhanced by highlighting features that give trainers the ability to illustrate, clarify, and emphasize particular points.
Bring cobrowsing into your business
is safe, secure, and easy to use. Cobrowse features include the ability to mask sensitive information so that it cannot be seen by agents. Additionally, customers retain control of the cobrowsing session and can terminate it at any time.
Customers can join cobrowsing sessions without the need to download special software, and because the software is cloud based, it’s accessible from any browser. Cobrowsing is a great way to increase customer satisfaction while reducing customer service costs.
Interested in learning more? Read the free knowledge brief: Co-Browsing: Guide Customers to Grow Your Own Success.
Are you ready to discover how Glance can improve customer engagement and increase sales for your own business?
About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »