Einstein quoted, “If I had one hour to save the world, I would spend 55 minutes to define the problem and only 5 minutes to find a solution.”
The above quote very much states the difficulty a customer service agent goes through a typical day. Most agents lack the necessary skills to interpret a customer’s problem, and as a result, end up giving suggestions and solutions that the customer is not looking for in the first place.
Whether the customer is interacting with your agents or with your product, in both the scenarios, the customers expect well-designed user journeys that facilitate clear communication and a seamless transaction.
In fact, a recent study by Accenture found that 89% of customers get exhausted because they need to repeat their issues multiple times. On the other side, the customer service agents delineate customers as – someone who doesn’t know what he/she are looking for – someone who has a vague idea of their own needs. This different aspect of customers and customer service agents clears the void between listening to customers and identifying their true needs and expectations. It Indicates where the gap is and where improvisation is needed in service.
However, when customers experience issues, they want agents to resonate with the situation they are experiencing,
Visual engagement tools like Livechat, chatbot, co-browsing, video calls, webinars, live streaming on social media break this communication barrier and facilitate transparency and understanding between the customer and the Agent.
Co-browsing software empowers your agents to have real-time conversations with your customers by sharing screens – Agents can get access over the customers’ browsers and exactly see where the customer is stuck and solve the problem in one glance.
Cobrowse software a.k.a collaborative browsing ease the communication process between the user and the Agent.
The Agent can
- Connect with the customer or website visitor with one click
- Have access over the customers’ web or mobile browser
- Exactly see where the customer is stuck
- Perform complex task on customers’ behalf
- Highlight sections or data field with visual cues
- Simultaneously work with customers on the same Web browser ( resource ) using dual cursors.
- Receive real-time feedback on issue resolution
Customers can
- Restrict the agent to see other tabs
- Hide confidential and sensitive data
- Highlight an element of the web resource with visual cues
- Ask for help anytime, anywhere due to remote support
- Connect with Agent without downloading any external software
- Communicate technical issues without the use difficult terminologies
- Get their problem solved in one interactive session
How Co-browsing is effective in solving customer problems?
Example 1: Co-browsing for Website designing
Co-browsing helps in designing a website too. Suppose, a customer who wants to design a website on WordPress, so he will connect with a customer support agent. The agent can easily help customer to understand different plugins and the usage of plugins using Live chat & Coborwse. It makes very easy to understand the process of designing a website.
Designing a website can be difficult on ownself when a customer is new to the world of technology, or even if the customer is not new it is not an easy task to design a complete website. But these visual engagement tools makes the process very easy. If need to be, the agent can access customers screen with the limited access and can show the customer how to complete a task.
Tips to Utilize Co-browsing
1. Encourage buyers to take the next steps
If they are hovering over your product for long, chances are that they comparing your product with your competitor’s product, you can show them the benefits by visually comparing the products.
2. Convert leads into paying customers
Once a visitor interacts with your service or product, the next step would be to encourage the prospect to sign up, co-browsing come in handy. Co-browsing is a quick and easy way to provide real-time assistance on how to effectively use your service and product.
Example 2: Co-browsing for Customer Support
Co-browsing allows customers to connect with support agents across multiple touchpoints and allows them to
- Locate mouse on the customer’s page
- Perform a certain action on their page
- Provide remote assistance from their device.
Co-browsing can be exceptionally useful in providing technical assistance, for instance, your customer can get stuck while integrating your App or software to their product:
- The client might not be able to follow your API
- They are not able to access the document they are looking for
- Your implementation process might be buggy and can’t be solved without the involvement of your support agent.
In the above scenarios, with co-browsing, your support agents can take hold of the customer’s web resources and guide them across your API with visual apparatus, identify the bugs and resolve it in one go – to make the third-party integrations a cakewalk for your clients.
Example 3: Co-browsing in the Banking and Finance sector
Taking an example of the Banking and financial sector where agents provide financial aid to customers – their manual loan approval process was proving to be cumbersome and the customers have to go through tons of documents and forms for claiming insurance, figure out the spots that need their sign, attach the required proof, and verify it with the insurance agent.
With co-browsing, the agents were able to access the customers’ document and address their queries in a single session. 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.
Example 4: Co-browsing in Sales
An eCommerce agent can use it to escort customers through their online store, display products that customers are looking for and assist them through the check-out process. In e-commerce, collaborative browsing can also be useful to reduce shopping cart abandonment rate, – the agents can fix bugs related to the checkout process or even help customers fill complex forms to ease order placement.
Co-browsing solution is not just useful for visual interaction, but it also enables you to garner data across the user journey – you can segment customers based on behaviour, location, usage, and individual profiles to send personalized and customized messages.
In this digital era, a customer is likely to use multiple communication touchpoints to have an interaction with your brand or agent, with co-browsing, the agents can have a unified view of the conversation that takes place across the disparate systems and carries the conversation more contextually.
Conclusion
Rather than asking your customer to do something, Co-browsing allows you to go that extra mile by performing a task on the customer’s behalf. Co-browsing is a smart and efficient way to offer customer service as it not only aids in first contact resolution but also saves your agents time by almost 50% – This is one reason that co-browsing users achieve a 7.2% annual increase in their revenue.
Adopting new technology always helps a business to reduce human efforts, initially, it may cost a bit high, but when you will look up to the -term advantage, it will definitely going to be beneficial and lower the costing as well.
