Tech support is one of those things we all need in life. Whether it’s the IT department in our offices, visiting the Genius Bar at an Apple Store, or calling Microsoft (News - Alert) for a solution to a problem, it’s there for even those tech-savvy users among us who need some help. But what about those who code the stuff we use? What happens when they need tech support? (Yes, even they need it once in a while.)
Enter Codementor, a Taiwan- and San Francisco-based startup that wants to help developers who have an SOS (News - Alert). Developers can send out a request on one of the more than 30 topics, including Ruby and iOS, and then they can connect with an expert using screen sharing and video chat.
This highlights an important aspect of service in general, namely co-browsing technology, and how it’s helping even the tech-minded folk use technology to, well, help with technology.
Co-browsing technology brings the richness of Web-based collaboration to the customer care environment, improving customer satisfaction, contact resolution rates, and even helps cut on customer service costs.
Co-browsing is a super-tool for resolving technical customer issues in real time; it allows contact centre agents to see and interact with their customer's screen - be it that of their computer, smartphone or tablet. This means that throughout their conversation, which could be via live web chat, phone, social media etc, both parties are always on the same page – so to speak. If they wish, the customer can even hand over control of their screen to the agent, who can take over the process for them remotely while they watch.
In this instance, coders are paired together so they can resolve an issue together, and it helps the businesses that employ junior coders as well; no senior developers needed when a junior coder can do the job and use Codementor as a resource for when necessary.
Co-browsing has been around for a while, but it’s still emerging as a technology as far as adoption rates go.
Co-browsing can be used effectively in many sectors, and like Codementor, software companies also making great use of it to help customers fix technical issues on applications.
When customers can’t resolve an issue or get a question answered through Web browsing, chat, email, or phone, co-browsing enables agents to reach out to the customer in a non-intrusive, user-friendly environment.
Edited by Alisen Downey