Co-Browing Software for Customer Support
Co-Browsing software (aka collaborative browsing or co-browser software) allows a customer service agent to access the customer's active internet browser tab on the customers' screen to help with customer or technical support issues by being visually able to see the same thing as the customer.
There is a difference between co-browsing software and screen sharing.
Screen sharing enables viewing of the entire desktop so the customer service agent is able to see everything on the customer's desktop whereas co-browsing only enables the customer service agent to see the active tab meaning other content on the customer's screen is not able to be viewed by the support person.
As co-browsing is limited to the specific browser window or tab, it ensures privacy and security by keeping other parts of the user's screen hidden.
One of the primary benefits of using co-browsing software is a quicker resolution of problems resulting in an improved customer experience and reduced costs in handling customer enquiries and technical support.
How Co-Browsing Software Helps with Customer Support
Real-Time Problem Solving
Agents can see exactly what the customer is viewing, making it easier to understand and diagnose issues without needing long explanations.
Customers can grant permission to the agent to interact directly with their screen, allowing the agent to guide them through processes or even perform tasks on their behalf.
Improved Customer Experience
Co-browsing reduces frustration by eliminating the need for back-and-forth explanations, allowing customers to get faster and more efficient help.
It creates a collaborative support environment, where the agent and customer work together to resolve the issue.
Increased First Contact Resolution (FCR)
By seeing the problem firsthand, agents can often resolve issues on the first contact, reducing the need for follow-up interactions.
This also reduces the likelihood of misunderstandings and miscommunications.
Personalised Support
Co-browsing enables agents to provide tailored assistance based on what the customer is doing, whether it’s filling out a form, navigating a website, or completing a purchase.
This personal touch can enhance customer satisfaction and build stronger customer relationships.
Training and Onboarding
It’s also a valuable tool for training new customers on how to use a service or product by guiding them through features directly on the website.
This can be especially useful for complex software or services where customers may need hands-on guidance.
Enhanced Security
Co-browsing typically includes features like masking sensitive information (e.g., credit card fields) and allowing customers to revoke access at any time, ensuring that the interaction remains secure and controlled.
Analytics and Insights
Many co-browsing tools have analytics features that track customers' interactions with the site during the session, providing insights into user behaviour and potential areas for improvement.
Search Co-Browsing Software Vendors for Australia
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