THE ULTIMATE BENEFITS THAT CO-BROWSING CAN PROVIDE TO YOUR BUSINESS

Co-browsing literally means being there for your customers when they have a query or are simply stuck somewhere amidst the purchasing process. It’s all about making them feel as if you are there by their side to guide them through online processes.
Co-browsing comes into play when agents cannot get things across customers’ minds through phone calls or emails or even live chat. It’s a form of visual engagement that allows the agents to instantly see customers’ screens and take customers through complex transactions and other processes

Apart from an unmatched guidance, there’s a lot that the co-browsing technology can do for a business. Here’s a list of all that it can do:

It improves support accuracy:
Co-browse technology helps to improve support accuracy by seeing exactly what the customer is seeing. Through screen sharing, you can actually see what steps he is taking, what errors he is getting, reasons responsible for that error and more. Co-browsing helps ensure complete resolution as you’ll be solving the issue together with your customer.

Higher conversion rate:
Co-browsing lets the agents have a look at the customer’s browser tab to guide them through your website. Resolving purchase related queries during this process helps clarify their purchasing decision which results in higher conversion rates and thus higher revenue per call.

Increased customer contentment:
The attention span of visitors is very short and so is their patience level when they are online. So, they appreciate having their issues resolved instantly. Most communication channels available show that customers demand fast fixes for their problems. Co-browsing is one such technology that can help provide quick fixes to customers’ problems. Companies can successfully meet their customers’ expectations by using such tools that provide fast customer service.

Reduction in call handling time:
Another advantage or benefit that co-browsing offers is the reduction in call-handling time. This further increases agent utilization and reduces costs. Co-browsing involves sharing screen space online and being able to have a look at the customer’s screen which results in more involved and motivated agents. In other words, this technology actually helps to shave off all the time spent articulating what is on the screen, what the customer did previously, and what the customer should do next as it makes chats and calls more efficacious.

Long-term adoption of self-service tools:
Showing customers how to utilize self-service tools leads to the long-term adoption of self-service tools. It is extremely beneficial when:

i) a company is launching new online tools or updating existing tools or procedures

ii) when specific customer segments are having trouble using online tools

iii) when white-glove service can be provided to top-tier customers.

Differential customer service experience:
These days customers ask for co-browse when they contact an agent. That’s because they know co-browsing allows them to get help instantly and conveniently. In other words, co-browsing creates a differentiated customer service experience. This exempts the risk of losing customers and results in returning customers. Hence it improves your business performance.

Customer service agent satisfaction:
There is a possibility of agents getting frustrated when customers articulate issues and agents are required to verbally direct the customer to perform actions online. Thus, providing the agents with appropriate technologies reduces this frustration. It further leads to an increased efficiency of customer support. Moreover, agents appreciate having the tools that make them more efficient and productive so they are able to meet their performance goals.

Reduced call handling time and improved efficiency of customer support system:
Co-browse technology helps in the reduction of call handling time. As a matter of fact, the less call-handling time agents will take, the more efficient customer service they will provide. Thus, co-browsing promotes efficiency by enabling agents to handle issues more quickly and accurately. The customers also get satisfied as they get faster resolution and the agents save their time.

An increased grade of customer engagement:
Co-browsing teaches customers how to do things rapidly and effectively. Moreover, proactive invitations to shop together drive customer engagement, giving agents the ability to make offers, answer questions, and provide the help needed to close more sales as actively engaged customers convert. Co-browsing feature is of potential use to serve the customers that aren’t tech savvy.

Boosted e-commerce sales:
Co-browsing is an instant query resolution or instant guidance through the purchase process. In fact, agents engaged in a co-shopping session can up-sell, cross-sell, and encourage opt-in for future sales opportunities. These offers may include joining a mailing list, connecting on social media, subscribing newsletters and more.

Identify the weak points and help in customer service improvement:
Co-browsing can actually help monitor or keep a track of customer queries through screenshots of issues. These screenshots can help in building a knowledge base, training, or bug fixes. It helps companies maintain real-time visibility into the customer experience and further assist in improving the customer service.

Enhanced buyer experience:
According to a study conducted by Forester, co-browsing has the highest customer satisfaction ratings of any customer support tool. The study shows that live-assist communication channels like phone, chat, co-browse etc. have much higher satisfaction ratings than asynchronous electronic channels such as email and web self-service. In fact, many a time it is seen that the customers ask the agent to co-browse because they understand that co-browsing will easily resolve the issue that too faster.

If you too wish to benefit your business using the much talked about technology, hunt for the best co-browsing software and empower your customer support team asap!
Source : https://www.livechatagent.com/co-browsing-benefits/