Co-browsing technology can offer real-time customer service assistance with secure screen sharing for rapid inquiry resolution. Of course, this sort of tool can only be used when the relationship between the customer and the support staff is one that is built on trust. According to a recent Oracle (News - Alert) LiveLOOK blog post, this is of utmost importance.
By example, computer support offered by companies like Geek Squad offer the technology to have a remote technician log in and run a set of diagnostics on a computer that might be infected with malware. Of course, the customer might be in a state of panic as their computer is already seriously compromised, and as such has to hand the reigns over to a complete stranger to make it better, not worse. Before even getting to such a point, however, the trust line needs to be established.
That is why, according to LiveLOOK, permission must always be granted to gain access to a customer’s computer before any work can be performed. Also, it is imperative that the support staff make the customer aware of what co-browsing is and what it can and cannot do; by offering different modes, the customer can determine what sort of “power” an agent will have when tending to a service call.
Co-browsing is a super-tool for resolving technical customer issues in real time; it allows contact center 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, or even social media, both parties are always on the literal same page.
Once trust is established, co-browsing can offer a lot of benefits for both the company offering it and the customer receiving it. A study from LivePerson revealed that 71 percent of online customers expect to be able to access help online within five minutes. Companies can successfully meet their customers’ expectations by using services that provide fast customer service, like co-browsing.
Co-browsing will help you to deliver a fast, unique and personal customer experience, which will result in increased conversion rates and increased revenue. Gaining trust of your customers to use this technology is imperative and from there, the benefits are plenty.
Edited by Alisen Downey