Customers are the core of any business and the main priority. For a company to improve and grow, it needs to keep customers happy, gain more customers, and make more sales. It’s more expensive for a company to get new customers so it’s worthwhile to retain customers and get loyal, repeat customers. Here, we’ll explore how you can use co-browsing as a customer retention strategy.
Before we get started, what’s co-browsing? It’s a software tool that you can use to interact with customers to fix problems by getting onto their web browser. Customer service representatives can share the PC screen with the client they’re helping and solve technical issues together. It’s an excellent option for real-time support of customers, especially when it comes to filling out forms. This increases customer service and helps clients feel more supported and engaged. It’s recommended that businesses integrate co-browsing into the customer service workflow for long term customer relationship building and maintenance of customer privacy needs.
Vivocha employs three specific approaches when it comes to co-browsing, which allows room for adapting to various browser capabilities. These include page preview, seamless co-browsing, and form sharing. It is a given that screencasting – the ability for screen sharing amongst customer service representatives and clients – is encompassed in these methods.
Below are 4 best practices with co-browsing that will boost your customer service, following the principles highlighted above.
When you set up co-browsing with a client, you’ll need to understand the problem that the customer has, or you won’t be able to have a successful co-browsing session. As Margaret Keening, a project manager at Boomessays and Ox Essays, explains “as soon as you find out what the need is, you can fix the issue right away. Many studies now show that a huge majority of customers will pay more for a product or service if it comes with a better customer service experience.”
With page preview, on the one hand, customer service representatives can navigate their client’s public or static web pages. This feature is useful for the customer to show exactly what the problem is, to re-enact what went wrong on the site, much more succinctly than words ever could. Problems like controls that don’t work or links that go to an unexpected place can be highlighted by the customer for the service representative to see and give chat advice to the customer.
With seamless co-browsing, on the other hand, the agent can still follow the client’s window but allows for interaction through ‘follower’ or ‘presenter’ mode. With ‘follower mode’ the agent can actively observe their client, watching them scroll through a home page or list, with the ability for the agent to highlight certain content like a button they want the customer to click on. The customer can also highlight the areas that are giving them problems. Whereas with ‘presenter mode’, the agent can provide activities such as ‘mouseover’, ‘annotation’, or ‘page scrolling’, to direct the customer to certain areas of the webpage. This blocks the customer from using the page, though.
With form sharing, the agent can help the customer in filling forms. The agent can choose which forms should be displayed, useful for simplifying to the customer exactly what information about themselves they need to input. This method allows the customer to present in green the contents they wish the agent to have editing liberties to and in red those that are intended to be ‘read-only’, assisting with the customer’s privacy.
With the screencasting Chrome extension, both the agent and the customer can stream a specific window, a single app, or the full desktop to the other, without the ability to interact. Using this, the customer service agent could share a help PDF with the user, or the user could share the software they are using with the agent.
Co-browsing is a good way to get new customers because you can actually get better key performance indicators (your objectives). Find out what your company’s goals are and track that metric during co-browsing. If your goal is to increase the sales conversion rate, you should make sure to align your service by recommending products either by cross-selling, up-selling, or increasing order size. It’s important not to force a product on the client though.
If your overall goal is to reduce your shopping cart abandonment stats, you can use co-browsing to help your clients go through the checkout process. Many customers will abandon the process because they don’t understand it or it’s too lengthy, so that’s where your input can certainly prove helpful. If your goal is customer satisfaction in general, improve your customer service delivery through co-browsing.
Running a pilot program is a good way to find out how the work could be handled in a small-scale version first. It allows you to test your procedure and refine it. This is a good way to roll out a new project or program in the long run because you want your customer service reps to be excellent at co-browsing before they put their skills into practice. You should be clear about what’s expected of clients after a session, whether that’s a survey, rating, or review. Let them know during the co-browsing session and train your agents on this.
You’re helping your customers with co-browsing, but you should also meet certain security requirements when your agents are working with your client’s personal and private information. Before co-browsing, it’s important to consider if certain files are private for the customer, or if there’s a section of their screen that they don’t want you to see. Jordan Grant, a communications manager at Big Assignments and Australian help, explains to customer service reps that “you can set up a session to be in ‘view only’ mode to grant only the
Author: Molly Crockett writes and edits for Write my case study and Custom essay. As both a marketing and technical writer, she shares her unique lifestyle tips and personal development advice with her audience. She also writes for Essay roo.
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