Collaborative browsing or co-browsing is a technology that allows agents to access their customer’s browsers and make changes in real-time. With such a user interface and customer satisfaction, it gets easy for the agents to collaborate and interact with the customers to solve their issues. This results in a more accessible and much faster way of customer service support and helps in customer engagement.
The innovation utilized in contact communities assists specialists with associating with a client’s program and access the website page distantly. Along these lines, they can help any individual who is stuck on a specific page or step. During the meeting, the specialist can see the guest’s site and perform activities like featuring regions, moving the cursors, and looking over the page. The specialist can likewise make changes by taking control for the guest.
What Are The Limitations?
Though the technology has many features to offer, certain limitations are imposed on the person who accesses the web page. For example, the agent cannot click on responsive buttons like buy now or submit, and it is the customer who can always conclude the interaction. The customers have complete control over the exchange, while the agents have partial permissions to help the customers.
How Does This Work?
Cobrowse meetings are a new way associations get useful correspondence and connection with the client continuously. Rather than speaking with them on a call and leaving them more befuddled, cobrowsing ventures up as a superior method of connection between the association and the client.
What Are Its Key Uses?
The Co-browsing technology is not limited to customer service, and this technology is also beneficial with the sales representatives for creating a better customer experience. Companies can enable this feature and see a spike in their customer service. In general, the complete process of Co Browsing can be used to make the customer service experience better. These can include:
- Filling out the forms a customer is stuck on
- Changing account settings,
- Helping the customers choose a suitable product
- Allowing the customers to get a promo code
- Help the customers in completing payments
- Navigate them from one page to another throughout the process.
Where Can It Turn Out To Be Beneficial?
There are a lot of business activities where free cobrowsing can turn out to be highly beneficial:
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Technical Support
After coming this far, you would have gotten the idea that the agents get a visual representation of the client’s experiences to understand their problems in a simpler and better way. Thus they can easily guide them and help them resolve the issue if the customer is not introduced to technological references, which you provide to the customer on a traditional phone call.
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Form Completion
Being stuck while filling out a complex form can be a real mind changer for a customer, and the customer can prefer reflecting back and not returning to your website. In such cases, using the co-browsing feature, the agent can help them to fill specific areas of the form that are too complex for the client to fill on himself.
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Cross-Selling
Suppose your company is an eCommerce platform designed to sell products or services. In that case, the sales representatives can easily use co-browsing to help a potential client or buyer reach the specific item that he or she was seeking for quite some time. This improves the purchasing service for the customer and results in a better customer relationship with the client.
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Customer Onboarding
The agents of the customer support team can use co-browsing to make the onboarding process much faster and smoother for the customer. They can easily guide the customer through different areas and stages and help them understand your service better, resulting in generating a potential buyer who benefitted from the customer relationship of the organization.
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