Co-browsing or collaborative browsing is beneficial as it improves customer management and engagement by letting the customer support agents view the issue jointly and interact and guide the customer through the process. It is more critical for e-commerce businesses to ace customer support because it is virtual dealing, and they would not meet their customers personally. Focusing on customer service leads companies to optimize the returns on investment and value creation and repeat businesses.
Co-browsing lets customer support agents handle customer queries better and provide with satisfactory solutions. The customers are left on a happy note to have direct interaction with less hassle. Agents can see the screens of the customers and instantly take them through complex processes, forms, transactions, demos, and such using technologies such as co browsing software, one-way agent video or even screen-sharing. Co-browsing has shown positive results in improving both online sales and customer support.
Co-browsing can get challenging to implement without any measures to share real-time experience and also due to the strong resistance provided by specific operating systems and browser security mechanisms. Some challenges that come up with co-browsing technology sites are requiring user authentication or page personalization. It can be eliminated or handled effectively when used with communication channels such as live chat, video chat, or voice calls.
Builds goodwill and trust
One of the significant aspects due to which a lot of potential customers never turn into actual customers is because they lack confidence and trust as they do not explore it physically. Co-browsing lets the customers connect with the customer support agent, reducing fear of fraudulent activities. It also helps them reach solutions quicker, connecting via live chat or video chat, giving a human touch to the whole interaction. Customers feel as though they are interacting with their agent while in the same room as them, guiding them through the online processes. Also, access is limited, and there is no sharing of any unnecessary information. This leads to building trust and goodwill amongst customers, and a happy customer shall get more customers.
Prevents abandoning of site
Actively engaged potential customers can always turn out as real-time customers. Co-browsing with the customers lets the agent discuss their requirements; it provides further assistance all through their navigation on the website. It will answer all their queries instantly, give them offers or other incentives and find other measures to engage them to close sales. This might help the customers feel that they are the king, which is the key to a good customer base and loyalty.
Handling Time is Reduced
The customer support agents can identify the exact areas of problems, queries and interests while co-browsing with the customers. Being able to guide the customer as he/she navigates through the website, give them suggestions creates one-to-one interaction with the customers, creates interest and makes the activity more relatable and smooth,
Increased agent productivity
Providing hassle-free and quick solutions means better agent productivity because the handling time is reduced, and there is more time to attend to more customers. Reduced hassle is accessible on the customer and customer support agent alike, and with the help of co-browsing, it quickly is taken care of. The agent is free from the mind to attend to more customers, and motivated agents affect the customer experience positively. This increases the productivity of the agents and reduces costs.
From the customers’ point of view, they are not left unattended or dissatisfied and hence, go scope for repeat business rather than trying newer options and them moving to the competitors. Co-browsing also leaves room for creating unique customer experiences, which promotes brand loyalty amongst them.
Co-browsing lets the customer service agent navigate the customer’s page, thus orienting them with the customers’ preferences and registering it in their system. Whenever the same customers return, the agent can co-browse and assist the customers rightly, thus making their navigation easier and satisfying and having the requirements met more quickly and accurately. This is also a plus because the customers feel meaningful and well-understood, wanting more business with the company, thus boosting sales and goodwill.