Enhancing Customer Engagement: The Advantages Of Cobrowsing

One of the most vital ways for any company to succeed is to provide the best customer experience. To do so, brands must know what customers want and look through the eyes of the customers. One way to achieve this level is via co-browsing.

Cobrowsing software for live customer engagement makes customer interaction interactive and faster. Today, the customer and sales services are done online, and the customer has to go through several parameters. However, businesses are investing in several digital assistants, such as live chat, to satisfy customers’ expectations.

The advantage of browsing is that it provides a shared visual experience with customers on any device; the customer gets real-time assistance. Below is a detailed guide on how browsing can help with customer engagement.

What Is Cobrowsing?

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It is a technology that allows the call/contact center agents to connect with the application or browser of the customer remotely. During this session, the agent can see the website the visitor is looking at. The agents can perform actions such as moving the cursor, scrolling the page, etc. However, the agent has limitations in this control, so you do not have to worry about the security.

Cobrowsing is used in these business activities:

  • Technical support

The agents get a visual view of the application or browser, and they can provide solutions or troubleshoot problems.

  • Cross-selling and upselling

If your company works in selling products, with the help of co-browsing, the agent can take the visitor to the right product.

  • Online application & form completion

In several cases, people do not like filling out complex forms or applications. With cobrowsing, the agent can see the form and help the customer fill it out.

The Challenges Faced By The Customer Services Team

Since, over the years, technology has become more and more advanced, competition has also increased. It is becoming difficult for businesses to keep up with the competition, and the expectations of customers are also rising. This puts pressure on the contact centers, which are the front of the customer service. And with growing customer expectations, they are facing challenges. These are:

  • In call centers, one representative attends to one person. When there are several customers, it leads to a long wait time. Customers do not like to wait, and they can get frustrated. This is not the experience any business wants to provide to their customers.
  • Sometimes, it becomes difficult for the agent to identify the issue immediately.
  • When talking over the phone, it can lead to miscommunication.

Cobrowsing is the perfect way to deal with these challenges. With its live assistance, cobrowsing enhances overall customer support.

Advantages Of Cobrowsing

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With the help of co-browsing, the interaction between the customers and representatives becomes productive and easy. The agents can view the customers’ web pages in real time. This helps the agents solve the complete problems. When the customer’s issues can be solved quickly, it improves their engagement and trust in the brand.

Below are some of the advantages that you can enjoy if you incorporate co-browsing into your business:

Easy Way To Convert Leads Into Customer

The success of any business depends on how many leads are converted into customers. The aim is to get new customers and also to retain them. When you offer instant customer service to the visitors, they will be impressed, increasing the chances of them becoming your regular customers.

The live agent can instantly help the customers and provide them with solutions; there are video chat options, too. Such effectiveness in providing solutions will help in converting leads into sales.

You Can Remotely Provide Customer Support

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Several companies, be it healthcare, finance, retail, etc., have now opted for browsing to connect with their customers. The agents can assist remotely from anywhere. In fact, according to the reports, video assistance is one of the busiest channels of customer service.

Also, video assistance helps in building customer trust. It helps in enhancing the confidence of the customer in your brand, and it also increases their loyalty. When video calling, the customers can easily explain their issues, making it easy for the agents to identify the problem and provide effective solutions.

Increase Customer Retention

Getting customers is one thing, and retaining them is another. Suppose you get a new customer, but if the customer is not. According to reports, organizations that invested in co-browsing have seen increased customer retention rates. So, to increase the retention rate, you must be able to help your customers through complex technical processes or filling out complex forms.

It Helps In Securing The Customer Data

Several users want to stay anonymous whenever they are using the internet. One of the reasons is that they want their privacy and data to be protected. Cobrowsing helps in this situation, too. Cobrowsing is beneficial here, too. It offers several features that help in protecting the customer’s data.

One of these features is data masking. With this feature, the user can easily control the access of the support representative to sensitive information. Also, it ensures that sensitive information such as credit card details, login passwords, etc., which are shared during live sessions, are well-protected. The agents can only see the browser screen to enhance the utmost safety.

Increased ROI

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Any business aims to attain a higher return on investment. Using co-browsing, organizations can increase their conversation rates up to two times or even more. When customers get prompt services, there are fewer chances that they will drop off. The bigger the customer satisfaction, the more prominent the ROI will be.

It is so because when the customer is satisfied, they will respond positively to your call to action. This will also improve repeat sales. The agents also provide product demos, and this helps the customer to make faster decisions.

Challenges and Considerations

Implementing cobrowsing in a business strategy can indeed revolutionize customer engagement, but it’s essential to be aware of the challenges and considerations that may arise during its integration. By addressing these considerations, businesses can leverage cobrowsing to alleviate pressure on contact centers and enhance overall customer satisfaction.

  1. Agent Training: One of the initial challenges is ensuring that customer support agents are adequately trained to utilize cobrowsing effectively. They must be proficient in navigating the tool, guiding customers, and addressing their queries while maintaining a seamless and efficient interaction. This training can sometimes be time-consuming and require ongoing support.
  2. Data Privacy Compliance: With increasing concerns about data privacy, it’s crucial to ensure that cobrowsing sessions comply with data protection regulations. Customers need to trust that their sensitive information remains secure during these interactions. Implementing robust data encryption, access controls, and consent mechanisms is vital to address these concerns.
  3. Selecting the Right Cobrowsing Software: Choosing the appropriate cobrowsing software that aligns with your business needs and objectives is pivotal. The software should seamlessly integrate with your existing systems, be user-friendly for both agents and customers, and offer the necessary security features. This decision can impact the success of your cobrowsing implementation.

Summing Up!

Crowsing, thus, is a visual customer engagement tool that helps the business provide better customer service. It also helps in customer retention, which leads to an increase in the number of sales. So, there is no doubt that if you want to deliver the best experience to your customers, browsing is a perfect toolkit. Cobrowsing with video and live chat, and have a fantastic impression on your customers.