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Use collaborative browsing for customer service and enable agents to visually guide customers, reducing effort and handling time as well as customer frustration.
Empower agents to supervise technical fixes, streamline onboarding and adjust account settings so customers get the best experience every time they interact with your brand.
Use a cobrowsing solution for assisted navigation allowing agents to guide customers to information which drives sales: product features, alternative choices, reviews and more.
Streamline case progression by helping customers complete complex forms, ensuring compliance and reducing time spent on multiple submissions and rejections.
Customers must grant permission, a cobrowsing session can’t be initiated without their consent and assisting agents do not have complete freedom, they are only able to perform certain actions.
Agents are only able to see the browser window being used and, when completing forms with a customer, sensitive details are blocked from their view.
Invitations to use the cobrowsing solution function can be sent to customers via live chat, or instant messaging.
Annotation tools allow agents to highlight, add text and use their own cursor to indicate buttons, fields or information important for query resolution.
Optimise this core channel, preferred by customers for an increasingly complex spectrum of contexts.
Provide precise, personalised replies for highly efficient and accurate asynchronous customer care.
Manage fast-paced, high-visibility conversations and rapidly route customers to the help they need.
Engage customers using familiar interfaces, rich content and convenient asynchronous conversations.
Ensure accessibility across all mobile devices and message visibility thanks to high open rates.
Leverage a face-to-face channel to connect, collaborate and visualise problems remotely.
Be present and offer real-time agent-led or AI support at key moments in your customer’s journey.
A cobrowsing solution enables real-time collaboration between agents and customers by allowing them to view and interact with the same web page simultaneously.
Cobrowsing enhances customer service interactions by providing visual assistance, enabling agents to guide customers through complex processes or forms, leading to faster issue resolution and increased customer satisfaction.
The benefits of incorporating cobrowsing into customer support include improved first-contact resolution rates, reduced handling times, enhanced customer experience, and higher agent productivity. It can also improve upselling and cross-selling by enabling agents to highlight important features or alternative products that meet a customer’s needs.
To implement a cobrowsing solution for optimal customer service, businesses can select complete omnichannel solution with these capabilities already integrated or select an independent cobrowsing platform. Training agents on its usage is also important as is integrating it with existing CRM or helpdesk systems, if appropriate, and ensuring compliance with security and privacy regulations.
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