Companies are increasingly using real-time help to improve their customer contact. To make sure you stay ahead of your competitors, you need to find new ways to delight and amaze your customers.
Satisfaction ratings from a Forrester’s survey show that support via co-browsing results in higher customer satisfaction (78%) than phone help (74%), or chat help (69%). Co-browsing helps you deliver a fast, unique and personal customer experience, which results in increased conversion rates and increased revenue. Here are some great reasons why you should add co-browsing to your customer contact.
1. Increase revenue
Co-browsing allows customer service agents have a real-time look at the customer’s browser tab to guide them through your website and support them in the buying process. Helping customers during this process results in higher conversion rates and thus higher revenue per call.
2. Increase customer satisfaction
The many communication channels available show that customers demand fast fixes for their problems. A study from LivePerson revealed that 71% of online customers expect to be able to access help online within 5 minutes. Companies can successfully meet their customers’ expectations by using services that provide fast customer service, like co-browsing.
3. Increase agent productivity
Cobrowsing reduces call-handling time. It increases agent utilization and reduces costs. Because agents get a real-time look at a customer’s screen, they find it much easier to help them remotely. This results in further involvement and motivation in agents. Research from DestinationCRM shows that motivated and productive agents positively affect the customer experience: happy agents mean happy customers.
4. Increase repeat business
Make sure you are not losing customers to competitors because your customers are dissatisfied with your customer service. With co-browsing, you can create unique customer experiences, which results in returning customers.
Using real-time features like co-browsing comes down to one thing: improving your business performance.