Providing the resolution of a customer’s query in quick time is a challenging task. Even the senior and well-trained customer care representatives sometimes feel trouble to explain the troubleshooting steps to the customer. Because the customer is not tech savvy and he often feels difficult to navigate.
Cobrowse software eliminates the challenges customer support agents encounter while trying to help customers resolve their problems. The co-browsing software allows the customer to share the webpage with the agent.
The agent can view and operate the screen and navigate at the same time the customer can see the live navigation of the agent. This makes the service hassle-free and saves the time. Co-browsing is the finest tool to provide the best customer service in the era of competition.
Having great customer service is everything. It will generate more loyal customers for your brand. Considering that the cost to acquire new customers is 25X higher than the cost of retaining an existing customer.
A new study shows that on average, loyal customers are worth up to 10X as much as their first purchase.
Cobrowse eliminates the challenges customer support agents encounter while trying to help customers resolve their problems. No need to wait for several days for your emails to be replied, you get a seamless real-time customer experience. It’s truly an amazing technology that is transforming customer service experiences.
In this blog, I have mentioned 9 Effective ways Co-browsing transforms customer service.
1) Co-browsing help in onboarding new customers
[ctt_hbox link="50CY8" via="no" ]"New customers come from the action of past customers." - Eric Ries[/ctt_hbox]
Most marketers think that the moment a customer signs up for their product they have won the customer. But, they might be wrong.
The first stage in the onboarding process is to encourage the prospect to sign up, and the next stage is for them to try or purchase your product.
And that’s exactly where co-browsing come in handy. Co-browsing is a quick and easy way to move new leads that have just signed up but needs a helping hand on how to use your website effectively.
Through co-browsing, the customer service agent can share browser with the prospect, answer their questions, dissolve their doubts, and nudge them to purchase the product or try it.
ATMs shared an exclusive case study of how a clothing store used collaborative browsing (i.e., co-browsing) to inspire new prospects and turn them into loyal customers. Banks, Insurance companies, Car dealer, Mobile phone operator, and a lot more have had success stories through co-browsing — you should use it too.
Co-browsing is really that helpful. Because if the prospect (and sometimes, the customer) is not satisfied at this stage of the onboarding funnel — either they got confused or didn’t understand how to navigate your website, you can’t successfully win their hearts.
The way to go about moving your prospects from the top of the funnel (when they just signed up) to a long-term active customer is to give them an excellent and seamless onboarding process through co-browsing.
You don’t want to lose a customer as a recent study revealed that a “1% difference in churn can have a 12% impact on company valuation in 5 years.”
2) Cobrowse help in troubleshooting problems and solutions
Your clients don’t have to leave your website because they have challenges using your software.
Co-browsing agents help prospects and customers resolve their problems as though you’re sitting right beside them. You can access your customer’s screen to be able to fix their issues quickly.
But make no mistakes, you can only access their browser and no other parts of their screen. That way, your customers can still keep their privacy.
In fact, they can also decide to hide certain parts of their browser which are sensitive. So, while you can access their screen, they still have control over what you can see.
Your customers can also decide to make a voice or video call to help explain their challenges to you — that way, you can easily understand what they are experiencing and support them.
Customers in a recent study complained that customer service agents failed to answer their questions 50% of the time.
Well, it happens at times because their questions were not clear enough, which made it pretty difficult for the customer service agents to answer.
But, Acquire cobrowse offers advanced co-browsing and web collaboration solution to improve customer service and to give real-time assistance to the customers.
3) Online application and form completion
In filling online applications, most times, people get confused about what to enter into a particular field. It can be frustrating if there is no one to ask and get help from. Web forms are transactions — your customers fill them out in exchange for value.
For example, Brian and Jones just found their dream home. They are excited. They huddled around the computer to complete a mortgage application. In the process, they ran into some challenges.
They quickly called their bank's customer service center and launched a co-browsing session. A mortgage consultant immediately gets online to help them in the process.
With the mortgage consultant, Brian, and Jones looking at the same information at the same time, they were able to complete the application in minutes. They also got all their questions answered in the process.
Another example, you’re about to register with an insurance firm and all you’ve got to do is to log into their website, fill out their forms, and submit before you can get in.
During this process, it’s possible that certain functionalities are not working, a co-browsing agent could be of great help at this point.
Again, you find a field that requests information about something you have no idea about.
No one likes filling out forms. It sucks. But you can make it enjoyable with co-browsing as a standby assistant for your customers — if they ever need to ask any question.
When I visit a bank to open an account, I still have a lot of questions to ask about some certain form fields, more so, when you’re filling the forms online.
4) Protecting Private Information (masking confidential details)
[ctt_hbox link="o5k89" via=" no" ]" To give real service, you must add something which can not be bought or measured with money, and that is sincerity and integrity." -Douglas Adams[/ctt_hbox]
Cobrowse is an effective channel to provide personal support. If customers are facing any issue they can share their screens with the agent using co-browsing technology while they can constraint the agent to access other tabs which contain sensitive information.
Agent asks customers to enter credit card details; an agent assures a client that the fields are masked so he cannot see his credit card details. With this customer feels confident about providing sensitive details.
5) Co-browsing help in online sales and support
Co-browsing helps marketers move their customers faster to the bottom of the sales funnel. A lot of customers complain of having difficulties completing their order.
Often times, they can’t get someone to complain to — so they simply abandon the shopping cart and move to another website.
According to Baymard Institute, a web research company in the UK, 67.45% of online shopping carts are abandoned.
Think about that. For every 100 potential customers, 67 of them will leave without purchasing. How much would your revenue increase if you were capturing those sales instead of losing them?
In the same vein, for every 500 potential customers, 335 will leave your checkout page without purchasing. Imagine how much you'll make if you were capturing all the sales instead of losing them?
For example, if you're currently doing $20,000/month, converting the abandoned 25% orders into sales will make you an extra $60,000 each year.
Co-browsing helps you curb the rate at which people abandon your shopping cart -- and helps your customers complete their orders seamlessly.
Not to forget that about 25% of customers complained that they left their shopping cart without purchasing because the website navigation was too complicated.
If there was a co-browsing experience, it’d have been easier because the customer will get a real-time assistant.
6) Increased customer satisfaction
[ctt template="1" link="bDw72" via="yes" ]“A satisfied customer is the best business strategy of all.” – Michael LeBoeuf[/ctt]
Interaction with the customers has become simple and effective for businesses with the advancements of new technologies. They can easily communicate with the customers and prospects and can provide real-time solutions to their queries.
Using real-time features like co-browsing, agents will be able to see the customer’s browser and customers will get the resolution of their issues speedily, this will boosts customer satisfaction.
Moreover, customers can see what an agent is doing and this will build a level of trust between the brand and the customer. This will help to retain old customers and attract new customers.
7) Co-browsing in personalizing the customer experience
[ctt_hbox link="GRoUJ" via="no" ]“The goal as a company is to have customer service that is not just the best, but legendary” – Sam Walton Founder of Walmart[/ctt_hbox]
Yes, tools like chatbots, surveys, and polls are great but they can’t replace the human touch. They can’t replace the personalization that customers want.
Customers want to work with real people as though they were in real offline shops.
With Co-browsing that can be achieved. You have a personal experience with your customers, you get to know them better and that will also help you provide the best service for them.
It’s easier for a live chat agent to understand the customer better — especially when the customer has been affected emotionally — and just want to ask some emotional questions with respect to the product.
By simply sharing a browser with the customer and listening to them attentively, the agent can understand and help them out.
8) Time saver tool for an agent
In the customer service industry, time is the most valuable asset. The less call-handling time will agent take; the more level of customer service he will provide. Co-browsing helps the agent with the same.
It can happen in a call or during the chat, that customer is not tech smart, and may not able to follow the technical instruction given by the advisor correctly.
Co-browsing allows the agent to view and access the web page of the customer. The agent can navigate the page on the customer’s behalf. And it is obvious that the agent will take minimum time to assist the customer as compared to normal chat or call.
The customer also gets satisfied as he gets faster resolution and the agent saves his time. If it would have normal chat or call it might have been very complicated for an agent to make him understand the technical steps.
Also because of using the Co-Browsing agent feel less frustrated unlike in normal chat. This will motivate him.
The agent is able to handle more number of customers than before. The tool also improves the agent’s performance goals and he feels motivated because with Co-Browsing the conversation with a customer is more easy and effective.
The research states that motivated and productive agents positively affect the customer experience: happy agents drive happy customers.
9) To provide one-time resolution
It is not the hidden fact that the companies that offer a one-time resolution to the customer always get success in achieving the highest customer-satisfaction level.
Co-browsing increases the grade of customer engagement as it teaches the customer how to do things rapidly and effectively.
The autopsy states that by enabling the feature of the Co-browsing and screen sharing some businesses have seen an 18 % advance in first call resolution and 14% reduction in call handling times.
Co-browsing feature is of potential use to serve the customers that aren’t tech savvy. The screen sharing feature allows the agent to operate on the screen. It is factually supportive to the customers as they need not remember the technological and technical material on their own. Instead, they can easily start the desired help when needed.
Co-Browsing permits an agent to “see” what their client is doing and assist them in real-time. The customer feels more personal as they can rapidly comprehend the process. It’s all-in-one and fluent and provides a full HD experience to both parties with just a click of a button.
If you want to reduce the churn rate and retain more customers, you should consider using co-browsing to build relationships with your customers. The co-browsing is the must-have tool for the companies to keep themselves updated with the latest technology and to assist their customer in a better way. From your customer onboarding process to making sales and to delighting your customers — you need to be there whenever they need you.