What has been your online customer experience? Do you find the brands that you interact with are ready to meet your needs or do you instead hunt and peck for information that you never really find and wind up turning to the competition? The latter happens more often than most online companies want to admit, leaving money on the table and showing business opportunity the door.
The online customer experience is everything if this is your main channel for driving revenue. Co-browsing technology can go a long way toward meeting those expectations, and understanding what the customer wants out of the interaction is essential.
How can co-browsing technology make a difference? A recent infographic from Invesp explores the importance of providing a great online customer experience and notes that 83 percent of online shoppers need support to complete a purchase. Likewise, 89 percent of consumers have stopped shopping at online stores after experiencing a poor customer service interaction elsewhere. If you consider that it is seven times more expensive to attract a new customer than to retain an existing one, the investment in these current customers is worth the money.
Consumers have certain expectations when they are online, visiting an e-commerce site. For 31 percent of them, they expect to be able to access help immediately. Another 40 percent want help within five minutes. As many as 10 percent of online consumers will wait until the end of the day to get that help. If you have the ability to implement a piece of technology that can deliver help to all of your online shoppers immediately, isn’t it worth consideration?
Let’s look at a few other statistics. First, great customer service happens when an issue is quickly resolved. Issue resolution within a single interaction is considered good customer care by 56 percent of customers. Meanwhile, the ability to follow up with the same service representative is considered important by 37 percent of consumers, and 27 percent want additional customer offers. If your agents could interact with the customer while they are online and understand the experience along with them, how much would it improve the outcome?
Not sure if it’s in the budget to invest in co-browsing technology? If you consider that 55 percent of consumers would pay more for a better customer experience, it’s likely you’ll be able to make room for such expenses.
Edited by Blaise McNamee