On a separate monitor, one person uses the customer’s browser while another observes what is going on. Customer care staff can view what consumers are seeing in real-time thanks to co-browsing software. The customer support staff can view and manage the client’s web browser screen after they’ve connected. The customer service team may then assist the consumer in navigating the website, filling out forms, and troubleshooting.
Read on to know more about co-browsing and how it improves teamwork!
What Are The Most Important Aspects Of Co-browsing?
Whether you’re searching for co-browsing solutions for your website engagement, sales, or customer support, it should have all of the characteristics listed below.
- No downloads or installations are required – WebRTC-based co-visiting needs no plugins or installs and provides a better contextual experience to clients looking for in-context conversation while browsing your website. Co-browsing enables you to smoothly navigate your clients across your website by swapping or moving pages on their behalf.
- Highlighter tools – These tools enable you to point and scroll the page, as well as highlight significant parts, to help clients find what they’re looking for.
- Mobile SDK– It simplifies co-browsing by eliminating the need for downloads. With mobile SDKs, you may add messaging support to your in-app visitors and customers.
- Data masking – It enables you to limit your support team’s access to sensitive client information. Specific web page components, such as credit card entry forms, may be hidden.
- Easy integration – Co-browsing is simple to use and integrate. It may be paired with live chat, video chat, screen sharing, and phone to quickly handle client issues.
- Data Security – During live chat and co-browsing sessions, it ensures high-level security for discussions, video chats, shared data, documents, and other critical facts.
Main Advantages of Co-Browsing
Visual customer involvement adds a personal touch to the customer experience and may help your company gain a competitive advantage. Let’s go through the primary co-browsing advantages that are critical in forging an emotional connection with your consumers.
- Provide support in real-time – Co-browsing, in combination with video and live chat, offers comprehensive engagement capabilities for real-time assurance on the web and on mobile devices.
- Improve first-contact resolution (FCR) – With shared viewing, identifying the issue and providing an appropriate solution during the first encounter is simple. It raises customer happiness and enhances the FCR rate.
- Continued discussions from other channels: Customers may continue their talks with the same agent from other channels such as phone or Facebook messaging by providing a 5-digit unique co-browsing code.
- Faster resolution time – When the agent can visually detect the problem, the resolution time is reduced. Combining video, audio, and live chat may make it more successful and participatory.
- Provide individualized service. – You may customize your chats with collaborative browsing depending on the customer’s issues. Co browsing solutions use cutting-edge technology to provide a virtual in-person experience.
How Does Teamwork Benefit From Co-browsing?
Co-browsing allows remote teams to make use of the greatest aspects of the in-office experience. Instead of giving each other links/screenshots to other websites they like, a web design team may use a co-browsing session to look at them together in real-time. Unlike a screen share, where information is lost after the presentation is over, co-browsing enables the next presenter to continue where their colleague left off.
It has a significant influence on key team performance indicators and KPIs like:
- FCR (first contact resolution) – Visually connecting with clients helps you to quickly and efficiently identify the problem. As a consequence, the resolution process is speedier, and it happens on the first contact. It enables agents to manage more interactions by allowing them to discover issues more quickly.
- Average resolution time (ART) – By viewing and understanding the issue, co-browsing speeds up resolution. The agent can provide speedy remedies if the error facts are correct. The time saved may be put to better use on other vital projects.
- Lesser touchpoints – Live assistance aids in the diagnosis of the error’s complexity. The agent can provide the optimal answer at the initial touchpoint, reducing the number of subsequent tries to solve the same problem.
Conclusion
Co-browsing, as a visual engagement solution, enables many people to co-browse and co-control the same browser, which was previously impossible. Consumer engagement is boosted via co-browsing, which improves the efficiency and efficacy of customer interactions. It enables the support staff to get right into helping consumers, bypassing chat or phone assistance, resulting in increased team productivity. As our environment and the way businesses operate evolve, so must the technology we employ.
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