Take Customer Service Experience a Notch higher with Co-browsing

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 Case Study: Generation Tux

George Zimmers started a new startup called Generation Tux. It
was a first-of-its-kind B2C platform powered on Salesforce.

The tuxedo is a flourishing industry with 10 million rentals a
year. George wanted to turnaround the sector by combining the tux rental with
salesforce technology so that the customers can easily manage all the rental
detailing from home. 

When the customers faced any problem, they could call, chat, or even co-browse with customer service reps. So, when things go wrong in the dead of the night, reps were entirely equipped to handle the issue on an immediate basis.   

 Now, before you think
of integrating co-browsing with your customer support systems, take into
account the following best practices:  

#1.  Define your
Company Goals with Co-browsing

To get started with co-browsing, you need to have a clearer
understanding of your company’s goals. In other words, what is that you plan to
achieve with co-browsing.

#a. Is it a higher
sales conversion? If that’s the case, then you should focus more and more
on recommending products through upselling, cross-selling to increase the order
size. However, remember to do it subtly so that customers don’t feel that they
are being forced into buying something.

#b.Cut down shopping
cart abandonment rates 

The global average rate of cart abandonment rate is
75.6%.  Customers, generally tend to abandon
the cart if they find the check out process too difficult to handle or they are
not able to complete the process for some reasons. In such cases, customer care
reps can easily chip in with their help by helping users to complete the
checkout process via co-browsing and live chat. 
 

#c. Increase web
service usability rate:

Many customers may not know how to use your website for
different kinds of information. So, if you’ve got a knowledgebase page, you can
take him there and guide him as to how to use it.

#2. Take One Step at a Time

Think small during the initial stages of the project. In other
words, focus your attention on small groups for co-browsing sessions.
One-on-one interaction with smaller groups will help you identify the pitfalls
in your co-browsing sessions.

For example, for using a Java-based co-browsing software, it’s
essential that the customer has also enabled Javascript on their browser. So,
if the customer hasn’t enabled it, it’s the agent’s responsibility to guide the
customers through the entire process.

 #3. Figure out your Customer
Issues and Fix it

While co-browsing with your customer, you need to first and foremost figure out the latter’s pain points and resolve them without much ado. According to research, 85% of the customers will pay more for better customer experience.

#4. Security Requirements are Resolved

Though we intend to help customers out as much as possible
through co-browsing, see that you take precautions while handling their
personal information. 

There may be files on the screen that your customer don’t want
you to see or a part of the screen your customer doesn’t want to give you
access to. Take all this into account before starting your co-browsing
sessions. 

All in all, your co-browsing system should make the customer
feel like they’re in control.

Wrapping Up

Customers should be any businesses number #1 priority. And
with co-browsing you will be able to ensure that your customers’ grievances are
handled on an immediate basis, prompting them to come back to your website more
often. So, make sure that you start using co-browsing services for your
business.

Now tell me, does your company offer co-browsing facility to
aid customers? If yes, share your experiences below.

Author Bio: This is Jennifer Warren, staff writer at GoodFirms – a review and research platform for top ecommerce development companies, digital marketing companies, Customer services companies among many others.

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