From today on ROBIN – specialist in e-commerce customer service – uses Surfly to enable its online retailers to share their screen with customers. Customer service agents and sales managers are now able to interact with customers in a more personal way and improve their customer satisfaction.
Read more about ROBIN and Surfly in our press release (in Dutch).
Travel agents used to be the people who were dedicated to making your trips as enjoyable as possible. They assisted customers with travel arrangements and made sure their plans worked out. Now that more and more people are booking their holidays by themselves, do we still need a travel agent?
More people are looking online for travel options and more travel websites are appearing, but travellers are suffering from information overload. They get confused about options and prices, and end up spending hours looking for the right itinerary.
This is where the travel agent comes in. Travel agents are very good at going through the complexity and overload of travel options on the Internet to make sure they present the traveller with the best and most affordable travel deals. Travel agents can thus be of great help for getting the best travel plan, either by putting together a complete travel itinerary or by helping complete a specific task, like booking accommodation or an excursion.
A study by Moxie revealed that 70 per cent of British adults who booked travel online in the past 12 months believe that having the option to connect with a travel agent via live chat would be more personal and effective.
Live chat and web sharing
New technologies, like live chat and web sharing, make it easy for travel agents to help customers with their travel itinerary and to connect with them remotely online when they are struggling on a website. This replaces the enormous hassle of explaining everything to a customer by telephone or email.
With the weekend just about to start, we’ve got some great news: share and view documents with others while in a Surfly session!
From now on it is possible to upload/download and open documents super easy through the chat window of your Surfly session. It allows you to access documents and view them with others remotely.
Just hit the ‘share document‘ button or drag a document into the chat window and you are ready to go!
The functionality works with endless of different types of documents, like Word and Excel documents, PowerPoint presentations and images. Whether the documents are stored locally on the computer, on a network or stored online, it works seamlessly.
Sharing documents while in a Surfly session is especially useful for our clients who use Surfly to give remote advice. Next to sharing websites, online advisors they are now able to review and discuss documents with their clients.
If Surfly’s web sharing products are useful add-ons to the product or services that you already provide to your customers, you can become a Surfly reseller.
In order to better support our resellers we’ve built a few things to help them:
- A management dashboard
- A full fledged reseller API
- A Chrome extension to quickly demo Surfly on the website of prospects
After logging in, resellers of Surfly will find extra functionality under the ‘clients’ tab. The clients dashboard gives a neat overview of all your current clients and allows you to add and remove them.
For each of your clients, you’ll have an overview of all their agents and can easily add and remove them as well.
A Reseller API
Instead of needing to make these changes manually you can also use our API and have clients created directly by your own application. Check out our API documentation for more info.
The Chrome Extension
To make it easy for our resellers to demonstrate how Surfly works when integrated on websites of prospects we’ve created a special Chrome plugin. With this plugin one can add the Surfly widget on any website with just a click of a button and it is very easy to try out the various options we provide to customize the appearance.
In order to install the plugin, do the following:
- Download the Chrome Extension
- Open Chrome
- Go to Tools / Preferences / Settings (depends on your OS)
- Go to ‘Extensions’
- Click on ‘Load unpacked extension’
- Point it to the downloaded file
Want to become a reseller?
As a reseller you will enjoy discounted pricing and premium technical & sales support. You can decide whether you want to resell Surfly as a white label option or if you’d rather have us handle support and invoicing. Interested in becoming a reseller? Contact us at firstname.lastname@example.org.
Gartner calls it a technology on the rise in it’s 2015 “Hype Cycle for CRM Customer Service and Customer Engagement”: co-browsing, web sharing, video chat and collaborative customer interfaces. But how can you use it, integrate it in current systems and make sure it reaches its goals to save time, money and make the world of omnichannel contact more efficient?
Easy interaction with customers
Within contact centers and in customer contact in general it is evident that processes always need to be as efficient as possible. With the technology of co-browsing you allow your contact center employees to view what the customer is viewing on a website. In the world of finance, margins are dropping and effective sales is one of the most important focus points at the moment. Imagine an insurance company trying to sell insurances by phone. In most cases the clients want to do calculations, compare coverages and receive a contract. Visualizing this process can increase the chance of a client buying this on the phone. With a web sharing session this all can be done immediately by phone: without spending any more time, you can go through all possibilities the clients have, fill in forms together and by switching control the client can even sign digitally.
Increase resolutions, decrease solution times
For sales purposes web sharing is an easy way to make sales processes go quicker and switch from sales on location to online sales without losing the power of personal contact. But also for up-selling, cross-selling, advise and service it is a great tool. Sharing a website will enable contact centers to increase their first line resolution and decrease their solution times. Further more it will drop the call back ratio, since the participant can actually see what he has to do the next time.
Higher client satisfaction rate
Either way you are using a web sharing tool like Surfly, it insures you of a higher client satisfaction, it reduces sales friction, improves the customer experience and helps customer service agents to understand the client. Known numbers from surveyed participants are a higher satisfaction rate when using web sharing compared to interaction only by phone, online chat, email or self-service on the web. Compared to this last one, satisfaction of your customers can increase with 34%.
How do you create a more effective sales team? How do you use online tooling to create a higher conversion and eliminate costs? A trend that has been going on for a while now to get a grip on lowering margins by selling more effectively and lowering costs. But how can you realize these goals with the help of online tooling?
Let your website also be your sales tool
Your website is your business card, your first contact with the rest of the world. But do you know how it is being used by your clients? When you are an account manager or sales representative, the main goals when you are selling by phone is to immediately sell or make an appointment. In both cases your prospect will have a look on your website after your call or you actually give them the advise to do this. Besides that you will send them an e-mail with more information and the question arises if this information is ever read. On top of that, when your prospect visits your website, will it find the information you just discussed with him that completely fits his wishes and triggers him further to do business with you?
What if you do not have to travel tot his client to meet him and explain further, or what if you can make more qualified appointments? A question that is easy to answer by sales directors or sales managers.
Add co-browsing to the sales process
Online tools like your website can be altered easily and techniques like co-browsing can be added to support the sales process. In this case you can have your website work for you during acquisition by phone and always have the right information online without having to create extra sales materials like presentations or brochures.
With co-browsing it is immediately possible to share a website without any downloads, installation or configuration. A sort of screen sharing solution but then without the hassle and it works two ways! You only share the current webpage and can go through all the relevant products and services that you offer. It also creates more customer engagement. You can now visualize what you do on the website that your company is so proud off and can immediately show a client what you mean when answering all of his questions. You can even switch controls which makes it possible for a prospect to immediately create a demo account, fill in a form or even sign a quote.
Create client portals
Even more is possible when you think of it. Because you can even create a special section within your website for these purposes. You can create the whole sales process online or a separate client portal. This is being done in the financial sector at the moment where insurance companies and financial advisors use techniques like chat, video and co-browsing to give remote advise tot their (potential) clients. They can instantly make calculations and comparisons. In this way consumers have an overview of all the possibilities and they are not depending on a time or place to meet with the advisor.
It works a lot faster and is more effective way of working and it saves a lot of money on travel expenses, time and is proven to work more efficient in increasing sales.
From today on Figlo (an Advicent company) – market leader in software for financial advice and planning for banks, insurers and financial advisors – offers financial advisors the perfect solution for efficient and convenient online interaction with their customers. Figlo uses Surfly and Future of Finance to realize the easiest real time online advice.
Surfly enables financial advisors to interact remote and real time with their customers by allowing them to cobrowse, videochat and use functionalities as sharing and signing documents online.
Customers of Figlo can choose from different options ranging from being able to share only Figlo applications to full webcam advice with extra functionalities.
Feature Friday is back with two new functionalities!
Surfly already eta desetade it very easy to share a YouTube video with others. It’s time to make our Vimeo viewers happy!
From today on, also Vimeo video’s can be shared in high quality. To see how it works, share this blog post in a Surfly session and watch our latest video with others.
Your own picture in Surfly
Gravatar is your global avatar; when having an account on gravatar.com, your profile image appears beside your name in the Surfly chat window. It makes it very easy to identify all participants in your Surfly session. Create your own Gravatar here.
Faster Forward is the Dutch supplier of Elements CRM software for financial services. From this week on a new version of their software is available, called Elements Connected. This new version enables financial advisors to communicate with customers via webcam and at the same time, share their screen.
Elements Connected uses the advanced technology of Surfly.
This integration with Surfly makes it simple for financial advisors to interact with their clients by enabling them to co-browse and at the same time video chat in high quality. Everything works for both advisor and client without needing software or plug-ins. Everything is real-time shared and works seamlessly.
Locals United is a fashion platform where physical stores gather and sell their collection online. It now expands with social shopping by using our real-time web sharing solution Surfly.
Customers of the platform can now easily shop together with friends while sharing their browser and video chatting with each other.
Just like Surfly itself, the tool is incredibly simple to use. On www.localsunited.nl click the ‘Shop with friends’ button and in the pop-up that appears you can invite one or more people to shop along with you. There is no software or plug-ins needed. Everything is real-time shared and it works seamlessly.
Try it on www.localsunited.nl.