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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 … Read More
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