Take Customer Service Experience a Notch higher with Co-browsing

Customer service support can make or break businesses these days. Despite an array of self-service options, Forrester reported that 45% of customers prefer more and more person-to-person contacts. They prefer more and more personalized and seamless experience. 

This is where co-browsing backed by live chat services comes into the picture. Co-browsing makes sure that you and your customers are on the same page when it comes to knowing about your website, products, and sales processes. 

So, no matter what business need to add co-browsing into customer service workflow if they are serious about establishing a long-term relationship with customers and help them in retaining as well.

What’s Co-Browsing Basically?

Currently, you may be using a monitoring and analysis tool to track customer behavior on your site. With co-browsing, you can just go ahead and see what’s happening on customer’s screen and thereby help them out with their purchase decisions and queries.  In short, you can do away with your monitoring tools as you and your customers will be sharing the same screen space and so you can quickly sort out all types of issues on an immediate basis. 

So, without much ado, think about integrating co-browsing with screen sharing, video, telephone, live chat, and more. 

While co-browsing, you can hold a voice call or a video chat to know about the exact issue. The customer can even hand over the screen from the agent, while the customer watches from the sidelines. Further, to avoid sicky data protection situations, co-browsing allow customers to black out certain sections of the screen if they don’t want the agent to see them.

And, by combining co-browsing with live chat, you can resolve customer queries faster.

Co-browsing Case Study: Generation Tux

George Zimmers started a new startup called Generation Tux. It was a first-of-its-kind B2C platform powered on Salesforce.

The tuxedo is a flourishing industry with 10 million rentals a year. George wanted to turnaround the sector by combining the tux rental with salesforce technology so that the customers can easily manage all the rental detailing from home. 

When the customers faced any problem, they could call, chat, or even co-browse with customer service reps. So, when things go wrong in the dead of the night, reps were entirely equipped to handle the issue on an immediate basis.   

 Now, before you think of integrating co-browsing with your customer support systems, take into account the following best practices:  

#1.  Define your Company Goals with Co-browsing

To get started with co-browsing, you need to have a clearer understanding of your company’s goals. In other words, what is that you plan to achieve with co-browsing.

#a. Is it a higher sales conversion? If that’s the case, then you should focus more and more on recommending products through upselling, cross-selling to increase the order size. However, remember to do it subtly so that customers don’t feel that they are being forced into buying something.

#b.Cut down shopping cart abandonment rates 

The global average rate of cart abandonment rate is 75.6%.  Customers, generally tend to abandon the cart if they find the check out process too difficult to handle or they are not able to complete the process for some reasons. In such cases, customer care reps can easily chip in with their help by helping users to complete the checkout process via co-browsing and live chat.   

#c. Increase web service usability rate:

Many customers may not know how to use your website for different kinds of information. So, if you’ve got a knowledgebase page, you can take him there and guide him as to how to use it.

#2. Take One Step at a Time

Think small during the initial stages of the project. In other words, focus your attention on small groups for co-browsing sessions. One-on-one interaction with smaller groups will help you identify the pitfalls in your co-browsing sessions.

For example, for using a Java-based co-browsing software, it’s essential that the customer has also enabled Javascript on their browser. So, if the customer hasn’t enabled it, it’s the agent’s responsibility to guide the customers through the entire process.

 #3. Figure out your Customer Issues and Fix it

While co-browsing with your customer, you need to first and foremost figure out the latter’s pain points and resolve them without much ado. According to research, 85% of the customers will pay more for better customer experience.

#4. Security Requirements are Resolved

Though we intend to help customers out as much as possible through co-browsing, see that you take precautions while handling their personal information. 

There may be files on the screen that your customer don’t want you to see or a part of the screen your customer doesn’t want to give you access to. Take all this into account before starting your co-browsing sessions. 

All in all, your co-browsing system should make the customer feel like they’re in control.

Wrapping Up

Customers should be any businesses number #1 priority. And with co-browsing you will be able to ensure that your customers’ grievances are handled on an immediate basis, prompting them to come back to your website more often. So, make sure that you start using co-browsing services for your business.

Now tell me, does your company offer co-browsing facility to aid customers? If yes, share your experiences below.

Author Bio: This is Jennifer Warren, staff writer at GoodFirms – a review and research platform for top ecommerce development companies, digital marketing companies, Customer services companies among many others.