Jan 31, 2023
Cobrowsing is a technology that enables multiple users to view and interact with a computing system simultaneously in real-time. Cobrowsing allows agents and customers to interact and navigate computer screens in real-time. It enables a more personalized and efficient experience for the customer. It is a crucial feature for customer support & service.
According to Forrester, companies that provide superior customer experience outperform by 80%
Cobrowsing or collaborative browsing enables agents to join users for their browsing support. It can be a collaborative session for one or more users in real-time.
During the live chat, if an agent wants to view the user screen or wants to have a collaborative session by viewing the same user page then the agent requests for the cobrowsing session.
The user needs to accept the cobrowsing session and once accepted, an agent can browse the user’s screen. An agent can help the user by accessing the screen or an agent can also get on an audio, or video call during the session.
The agent can also chat with the user during cobrowsing session. The agent or user can also invite others to join the collaborative session.
During the session, the conversations can be recorded and kept track on, including audio & video calls.
Co-browsing enables visual customer engagement that gives your business a competitive advantage by adding a personal touch to the customer experience.
Here are some of the use cases where cobrowsing can be helpful
Let's discuss how co-browsing is beneficial for establishing strong relationships with your customers.
Thanks to co-browsing solution, your agents don't have to give instructions based on what customers tell. The agent can quickly identify the issue and fix it for customers. This saves time for users to explain over call or chat.
Co-browsing enables real-time assistance to your customers. They don't have to wait for the agent to come up with a solution and then implement it and go back and forth.
With co-browsing, agents can solve most issues at first contact. Even if it is a complex issue, cobrowsing will reduce the number of contacts.
Co-browsing helps establish the human touch and provides personalized service, which leads to happy customers and high CSAT scores.
Customer experience has always been at the center of businesses. With time, its significance continued to rise. Today, thanks to cutthroat competition among companies in the market, it has become hard to determine which is a better product or service. In such a scenario, customers make buying decisions based on customer experience.
Given the high expectation of today's customers, businesses always keep an eye out for new ways to innovate their customer experience. Since Cobrowsing helps in improving customer experience by providing support in real-time, it becomes important for businesses to incorporate Cobrowsing for their customer support.
|No need to install any software on the PC. Users and agents can perform cobrowsing through only browsers.||Users and agents need to install applications on their PC to perform screen sharing.|
|Users have the option to choose the screen for cobrowsing. Therefore agents do not have access to other confidential data on the user’s PC.||While screen sharing, users do not have control over what to display during the session.|
|Agents can highlight and can add comments to the user’s document or data.||Agents cannot highlight or comment on users’ data.|
|Agents can perform audio & video calls while cobrowsing.||Agents cannot perform audio & video calls while screen sharing.|
|Users can add multiple users to the cobrowsing session.||Screen sharing is restricted to two people at a time. Users cannot add others to the screen-sharing session.|
|Cobrowsing is more secure than screen sharing as users have a data masking feature.||There is no data masking available in screen sharing and therefore it is less secure.|
|Users have the option to record the collaborative session along with the screen and video call recording.||Users cannot record during the screen-sharing session.|
With the specified differences it is clear that collaborative browsing is flexible and secure as compared to screen sharing.
Cobrowsing technology enables contact center agents to remotely connect and resolve issues of the users in real-time.
For an agent, there is always a situation where a user is stuck at a point and is not able to follow the agent’s instructions properly. Ever yday agents struggle with such kinds of situations, and for such situations, collaborative browsing is the only option. Agents can connect immediately and resolve the issue.
Contact centers where the time of their agents is crucial to increase FCR rates. Collaborative browsing is a boon.
It not only saves time but also improves customer experience. Hence it should be a must-have feature for contact centers.
Floatbot cobrowsing is a feature available with Floatbot live agent chat. Floatbot allows smooth collaborative sessions with the users. It supports advanced features like the freehand highlighter, chat, audio-video call, and recording audio-video calls during the session. It also allows users to upload documents and add people to the collaborative session.
Flotbot’s cobrowsing is smooth and hassle-free which comes in handy for the agents to handle complex user queries.
Co-browsing (collaborative browsing) helps businesses take their customer support to the next level - it leads to quick resolution of customer issues, higher FCR (first contact resolution) rates, happy customers, and higher CSAT and NPS scores. And it is a must-have technology for contact centers.
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