Companies like Apple, Amazon are using visual engagement solutions to take sales, support and customer experience to a higher level. Visual engagement solutions are screen sharing, co-browsing, video chat, and many more. Companies are integrating these tools to create stronger, deeper customer relationships.
“Adding a human touch to your customer’s experience can help you distinguish your brand. Visual engagement tools, such as co-browsing and video chat can help build an emotional bond with customers.” – Venesha Brooks
Visual Engagement Solutions improves customer interactions and service. Customer service reps can help and guide customers in real-time through online processes and thus this reduces response time and boosts customer experience and engagement.
Companies are mainly using co-browsing software or screen sharing to deliver top-notch customer service and experience to the customers. Both cobrowse and screen sharing is a part of visual engagement solutions But what exactly is a cobrowse solution? And how is it different from screen sharing?
Most of the users are confused- which one is better or which one can be more useful.
So, let us take a look and understand how both technologies can be useful for your workplace and your interests.
What is co-browse?
Co-browsing a.k.a collaborative browsing allows the agents and customers to be on the same page. With the click of a button, customer service reps can instantly connect with the customers’ web browsers.
They can view and interact with the browsers and thus with the help of cobrowse solution they can handle complex queries and provide live, personalized guidance. Co-browsing is the best software to deliver the best customer experience in both sales and customer service situations.
- As mentioned above, one of the biggest advantages of a visual engagement tool like Co-browsing is that it allows the live sharing of a web browser page. Thus, all the demonstrations can be done on a real-time basis on both screens.
- The user can also use his or her keyboard and mouse over the other party’s browser page and pinpoint and highlight the required portions hence making it easy for the customer to understand.
- As far as privacy is concerned, the company representative would only be able to see the browser page in question. He or she would not be able to access or see other tabs, pages or even applications—unlike Screen Share.
- Also, most users have reported that Co-browsing is quite user-friendly, and top it up a user does not have to download the application and install it to use it; thus saving time and mitigating malware threats.
Check more advantages here
Since the visual engagement tool totally depends on streaming, you’d always need strong internet connection speed at both ends. Or else it could lead to poor quality feed and streaming.
Co-browsing is useful for companies to interact with possible clients or existing customers. It is useful for:
- Online retailers
- Customer relationship executives
- Sales or technical consultants
Why should you select it?
According to a recent report by Forbes - Interactions that include co-browsing – which allows the agent to view and interact with a customer’s web browser in real-time have much higher satisfaction rate - close to 89.3%.
In simple terms, visual engagement like Co-browsing can easily bridge the gap between one user and the other party in a simple way without compromising privacy and security.
Along with live video chatting, it is already used by many companies as a very competent troubleshooting technology.
Co-Browsing for Insurance Company
Let's see one of the practical applications of Co-browsing in the Insurance industry.
Claiming insurance is not a hassle-free process. First, the customers have to go through tons of documents and forms, figure out the spots that need their sign, attach the required proof, and verify it with the insurance agent.
Due to the lack of a visual engagement tool, the agent cannot see where exactly the customer is stuck and cannot address customer questions in a single go. As a result, there are multiple rounds of back and forth and a continuous loop of communication between the insurance agent and the customers.
With co-browsing, the agents can access the current browser of the customer’s screen while interacting with the customer over a call. Due to access over the browser, the agent can instantly access customer’s document and answer the incoming questions, he can spot a data field, fill the necessary details or give instructions with visual cues.
The security concern is also taken care of with data masking. The customers can hide confidential details from the agent by masking a particular data field. Co-browsing literally take care of 70% workload of the insurance agent.
Cut down the chase - Co-browsing not only minimize the approval process but customers who are deliberately avoiding the cumbersome claim process can have their assessment done in one go.
Quick turnaround - The insurance claim process which takes a turn around time of 4 days can be done in a minimal time of 1 hour.
Complete transparency - Due to visual engagement, the customer interaction experience moves around visual apparatus, as a result, there is complete clarity on the exchange of information.
First contact resolution - Most service desk agents are able to resolve complex customer queries during their first customer interaction itself.
What is screen sharing?
By installing Screen Share, a user can access and see the entire screen of the other party. The user can easily control, make changes and use the other screen as per his or her wisdom. Both parties just have to install the 3rd party application to do so.
The user—in this case, the agent— can easily show the customer things which are outside of the browser. With the technology, users can show, share or give demos and data on their screen.
Screen Share allows the user and the other party to seamlessly interact with each other with their computers.
With Screen Share,
- Users can easily solve any type of issue on the computer itself. It allows for real-time problem-solving.
- The application also allows multiple sharing across several monitors as it allows a presenter to share his or her view across many users.
- And, the most important feature of the Screen Share application is the ‘view’ and ‘show’ mode, as the user can shift from one to another instantly.
Since it is an application which has to be installed by all parties involved, it can lead to spamming and time wastes. But, Screen Share’s main drawback is the fact that others can control your screen and hence it can put your data at risk and compromise your security.
Also, the application, if accessed on different browsers by different people, can create issues as the ergonomics of the software can change.
And finally, the application has a limitation where only one user can share his or her screen at a given moment.
The Screen Share software is useful for
- Sales executives
- Tech support executives
- Other professionals
People who have to guide and walk through their customers on various topics or information can use Screen Share.
For instance, it can be used by the Sales representative to showcase their company’s warranty policy file on a PDF to their customer.
Why should you select it?
If a company deals with presenting live demos for a particular matter then the application is useful for them.
Apart from that even multiple sharing is also available if the user wants to share the screen or thought across multiple viewers.
Screen sharing for Internal collaboration
Screen share is mainly used for internal collaboration. Teams with the use of screen share can discuss product upgrades, review a customer case and discuss the solution for bugs, errors, etc. Screen share also ensure that every team member stays on the same page while working within a spreadsheet or blueprint.
Screen Sharing Technology is used to
- Pitch solution
- Present case studies
- Present reports, statistics
- Present company goals
- Receive real-time feedback from team members
- Present creative campaigns
Screen Sharing or Co-browsing - Which one to select?
Whenever you select an application for your company, you must always make sure you are doing it for the long run. Your application should have the capacity to grow along with your company.
Both the technologies have their own merits however the market might slightly be inclined towards Co-browsing as it provides a very simple user-interface. Moreover, co-browsing solutions need no installation or configuration. It runs on all browsers.
This enables quick sharing and this helps if you have multiple clients in your folds, especially for sales and customer care domains. Co-browsing along with live video chatting can become one of the best tools in your arsenal.
However, even Screen Share has its fair share of benefits, particularly its multiple screen sharing option, ‘show’ or ‘view’ mode and its ability to go outside the browser.
The selection depends on your business requirements and what you are comfortable with. More and more companies are implementing co-browsing solutions as it is more secure and easy to use.
Co-browsing VS Screen Sharing
|What agents can control||Co-browsing a.k.a collaborative browsing allows an agent to access the customer’s browser or the active tab of the customers' screen.||Screen sharing allows the agent to see the entire screen of the customer. This allows the agents to control the customer's screen.|
|Scope of accessibility||The Agent can give visual instructions, navigate across the web or mobile pages and perform an action on the customer's behalf.||The Agent can gain access to their device to guide them through fixing the problem, however, the Agent cannot perform a task on the customers' behalf.|
|Working on the same page||Offer collaborative browsing - this feature enables the agents and customers to simultaneously work on the same Web browser ( resource ) using dual cursors.||Does not offer collaborative browsing - With Screen share the Agent and customers cannot work simultaneously on the same web resource.|
|Control over customer resources||Agents can only see the tab customers has opened for them - they cannot access other tabs or pages.||Agents can see other opened tabs and pages.|
|Access to Confidential Data||Customers can restrict Agent over accessing any confidential or sensitive information.||The Agent can see the confidential data and have access to sensitive customer details.|
|Third-Party downloads||No need for third-party installations and external downloads.||Traditional screen sharing channels typically require an application download and installation.|
You may select from the applications as per your choice but one thing is for sure, you must not ignore using this form of technology in your company’s day to day process. Live visual engagement and sharing have become quite popular in recent years and stats have shown that it has regularly helped companies to enhance and enrich their customer service and sales department.
These technologies can comprehensively reduce:
- Handling times of any call and hence quicker resolution –As per Glance, a tech website, visual engagement has resulted in a 14% reduction in handling times for companies.
- Multiple calls to resolve an issue
- Future calls from customers
These technologies can also be useful;
- For your agents and sales team
- Real-time interaction and troubleshooting
- Enhanced customer experience
So, integrate visual engagement solutions to give your company the chance to serve your clients in a better and in a more robust way.