When it comes to support, there is nothing more frustrating for customers than not being able to communicate with someone who can help. This is why cobrowsing technology has become so popular in the last few years. It allows customers and support team members to work together in real-time, making it easier to resolve issues quickly and efficiently. In this article, we will outline the steps that businesses need to take to implement cobrowsing functionality on their websites.
What is cobrowsing?
Cobrowsing is short for collaborative browsing, a term used to describe the act of two or more people browsing the web together. More specifically, it refers to the ability for two or more people to share a browser window and work on the same page simultaneously. This can be done in person, over the phone, or even online.
How cobrowsing helps businesses grow
Cobrowse technology has transformed the way companies interact with their customers and prospects. In addition to being a powerful customer service tool, cobrowsing can also help you improve employee productivity by allowing your team members to work together and solve problems more quickly. Cobrowsing also helps businesses grow because they can deliver better customer experiences, which will ultimately lead to increased sales and ROI over time.
How does cobrowsing differ from screen sharing?
The term “cobrowsing” is often used interchangeably with the term “screen sharing.” However, there are some key differences between these two technologies.
Cobrowsing allows people to share a browser window and work on the same page simultaneously. Screen sharing, on the other hand, simply allows people to view the same desktop or application. Cobrowsing allows a support agent to make changes on a user’s screen, where screen sharing will not let the support agent make any changes. This means that cobrowsing is better suited for customer support, while screen sharing is more commonly used in business meetings and presentations.
How can businesses use cobrowsing?
There are several ways businesses can use cobrowsing to improve their customer support process. Some of the most common applications include the following:
Resolve technical issues.
Cobrowsing can be a great way to resolve technical issues quickly and efficiently. This is because it allows support team members to see exactly what the customer is seeing, which makes it easier to identify and fix problems. Not only can support team members see the customer’s screen, but they can interact and actively help solve any issues.
Improve the customer journey.
Sometimes customers or prospects may need help finding certain resources or pages on your website. Cobrowsing can help pinpoint exactly what the user’s goal is. Support agents can use cobrowse to show a prospect or customer where they need to go and how to find it for next time.
Offering live, interactive customer support.
Cobrowsing can also be used to provide live customer support. This means that businesses can offer real-time assistance to their customers, which can often lead to quicker resolutions and an improved customer experience.
What are the benefits of cobrowsing?
Cobrowsing offers many benefits, including:
- Improved customer satisfaction and experience
- Increased ROI from superior customer service
- Better understanding of customer needs
- Being able to assist while protecting sensitive customer data
How can businesses implement cobrowsing?
There are several steps for businesses wanting to implement cobrowsing on their websites.
Choose a cobrowsing platform.
When choosing a cobrowse solution, consider a platform that is dedicated to privacy and security, and is user friendly.
Capacity’s cobrowse feature allows businesses to communicate with customers in real-time, without the hassle of downloading screen-sharing software.
Integrate cobrowse with other customer support options like live chat and phone support.
Once a cobrowsing platform has been selected, it needs to be integrated with the other customer support channels that are in use. This will allow customers to get help from the support team in the most convenient way possible.
Train customer service representatives on how to use cobrowsing.
Although cobrowsing is a relatively simple technology to use, it’s important to train customer service team members on how to use it. This will ensure that they can help customers resolve issues quickly and efficiently.
Test the cobrowsing software before going live.
It’s important to test the cobrowsing software before going live. This will ensure that everything is working correctly and that customers have a positive experience. Pull team members from different departments to test and make sure everything is running smoothly.
Use cobrowsing sessions with every customer
Cobrowsing can be a great way to help even the most technically-challenged customers. The more you use cobrowse, the more comfortable you’ll be helping customers. By using cobrowse, businesses can provide all customers with real-time assistance that can often lead to quicker resolutions.
Watch revenue and customer retention rates improve.
When implemented correctly, cobrowsing leads to many positive outcomes for businesses, including increased revenue and customer retention rates. Therefore, cobrowsing can provide a significant competitive advantage.
Improve the customer experience with Capacity.
Customers want immediate answers to their questions, but it’s hard to give them the individual attention they need when support teams are constantly inundated with requests.
Not only is it tough to provide one-on-one support to every customer, but it’s also a waste of valuable time and resources. Employees could be using that time to improve products or find new customers.
Businesses need a way to automate repetitive tasks and answer questions faster.
Capacity is a support automation platform that connects your entire tech stack to answer repetitive questions, automate workflows, and build solutions to any business challenge.