As a business owner, you must know that your company depends on your customers. Because of this, you must adopt some practices that will keep them happy, and more importantly, that will allow you to retain your existing customers and gain new ones that will help your organization grow. One of the things that could help you with this is co-browsing.
But, if you don’t know the first things about this particular practice, you might be wondering – what it is and how can it improve my customer service? Fortunately for all individuals that are wondering the same thing, the article below will help. Let’s take a look at what co-browsing is, as well as how it could help you improve your business.
Co-Browsing: Explained
Before we take a look at the benefits you could gain by implementing new strategies, let’s first look at what it actually is. Co-browsing is a program-based practice that is utilized for interacting with your clients in order to solve the problems they’re experiencing by accessing their browser.
Basically, it’ll allow your customer service representative to share their computer screens with your customers, which means that they could easily determine and solve technical issues that they have. There are various online tools such as co-browsing.net that can help organizations offer real-time support to their clients, by quickly finding and sending links to their patrons.
By utilizing such online platforms, your customer support representative can co-browse with your client, hence, if they’re, for instance, having problems with booking an airplane ticket, your agent can guide them through the entire process. This will certainly boost the experience your client has, which will in return, help your business grow.
How Can it Help My Company?
Source: inc.com
1. Your Agents Will Be More Productive
As we already mentioned, co-browsing will allow your agents to access the user’s browser, which means that they can quickly determine what problems they’re experiencing. While your agent is solving the problem, the client can see what they’re doing, meaning that they can visually learn what they need to do.
Since your customer support won’t have to answer calls and endlessly try to explain what the client should do, they can save a lot of time, which means that they’ll be more productive. Additionally, it will make your employees happier, since they won’t get frustrated by trying to explain certain things over and over again.
2. It Cuts Costs By Offering Faster Solutions
Yes, your agents will solve the problems with ease, however, they’ll also be able to solve them quickly. How is that possible? Well, with programs like Copointer.com, they will be able to help several customers within an hour – something that is impossible to do by offering customer support services over a phone call.
Besides this important benefit, it’ll also reduce the wait time, meaning that your clients will be more satisfied with the experience they have. Additionally, you won’t need as many employees if you choose to implement such practices and you could also ensure that you use fewer resources, all of which can save you a lot of money.
3. Privacy is Guaranteed
Source: elearningindustry.com
How can everything be private if my employee can access and view the browser of my customers? Well, it’ll only allow the agent to access the browser of the user, hence, they cannot access the files on the user’s computers. Additionally, the client will be able to see what the agent is doing, which suggests that they won’t have to worry about them breaching their system.
4. Almost No Installation Needed
We live in the era of technological innovations, which means that we can use a wide range of programs online. This is also the case with co-browsing solutions, and although it might no be a huge benefit for you, you can ensure that it doesn’t interfere or cause problems with your existing system.
Keep in mind, there are some programs that might require installation, but this will depend on the software you choose to use. Additionally, your clients won’t have to install anything on their PCs, hence, you can ensure that they have a smooth and positive experience when working with your company.
5. You Can Close Sales
When people access your website, they’ll probably look around and choose several items that they might want to purchase. But, once they put something in the cart, they might not know what to do next, which means that they could give up on the purchase. This is something that will cause a lower revenue for your organization.
To avoid this happening to you, co-browsing can help you quite a lot. By engaging with your users and by helping them solve the issues they have, you can ensure that they go through the purchase they were about to make, meaning that you can improve your revenue. Additionally, this can help you learn what features of your website you might need to change, meaning that you could lower the chances of another user having the same problem.
6. It’s Done Remotely
Source: pinterest.com
Last on our list of benefits, but equally important as everything else we mentioned is the fact that co-browsing is done remotely. This is something that is extremely important in the last year and a half, mostly because of the global COVID-19 outbreak that changed practices all over the world.
If you choose to implement such practices, your agents will offer personalized interactions with your clients and they’ll be capable of providing step-by-step guidance to solve the client’s problems. This is also an important thing for building trust between your organization and patrons, meaning that you can increase your brand’s loyalty.
Conclusion
If you’re looking for ways to improve your customer support services, one of the best things that you could choose to implement within your organization is co-browsing. By doing so, you’ll decrease the manpower and resources needed, but more importantly, you can ensure that your clients have a good experience with your organization.
So, now that you’ve learned what you could gain from using these innovative practices, you shouldn’t waste any more of your time. Instead, you might want to start looking at different companies that will provide you with a co-browsing solution that will suit your business needs and requirements.
