Co-browsing gives two or more people the opportunity to surf around the Internet together. Cobrowsing is implemented with special software that technically implements shared surfing. It is the joint route of the administrator and the guest on the customer’s site, when the administrator assists with taking care of the guest’s concern by direct model, performing route activities straightforwardly in his program.
The advantage of co-browsing: everyone sees the same page and the mouse pointer synchronously. This avoids misunderstandings.
Advantages Of Co-Browsing Together
- Since all participants in the co-browsing see the same page and mouse pointer, everyone knows at a glance which part of the website you are talking about. So you can vote on the content of a website very quickly and without communication difficulties.
- There are marking tools for co-browsing that can be used to make notes, for example, in texts and shapes. The overviews created can be saved as graphics and used for later coordination.
- Co browsing can be done using different devices: Windows or Mac and tablet PCs or smartphones (if supported by the software).
- With co-browsing, one can easily spend time with their loved ones over the Internet, especially in these critical times when the pandemic has hit our lives hard.
Application Scenarios For Co-Browsing
- In customer care, co-browsing can better explain the offers on the company website to a customer. The service employee clicks through the corresponding Internet pages and lets the customer “look over the shoulder,” so to speak.
- Consultants in banks or insurance companies, in particular, are increasingly working with a co-browsing tool, as the products on the Internet pages are sometimes complicated or not easy to find.
- Also, in developing a new website or online tools, co-browsing help: project managers, designers and developers can click the web interface together and evaluate – even if all the people sitting spatially separated.
How Co-Browsing Enhances Customer Support?
Co-browsing offers up-to-date live customer advice on the Internet, helps to clarify open questions in the shortest possible time, and increases customer satisfaction.
A customer who has a problem with a website or a product can contact customer service directly. Thanks to co-browsing as a collaborative customer interface, the service employee has direct access to the customer’s browser window and can quickly solve the problem via remote maintenance. This can be, for example, a complex form, an elaborate ordering process, or the setting up of a complex online product.
Benefits of Co-Browsing in Customer Relations
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Increases Customer Satisfaction and Enhances Customer Relations
Co-browsing aims to guide customers in a solution-oriented manner or provide efficient digital advice and uphold the service concept and improve customer satisfaction in the long term. Proactive help with problems leads to a reduction in abandoned purchases and an immediate increase in website conversions. Because satisfied customers usually mean more sales or contracts. The user experience is improved, and more new customers can be won.
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Active And Passive Customer Approach
Co-browsing or co-surfing offers the advantage that both the customer and a consultant can start a co-browsing session. This direct type of interaction strengthens not only the bond but also the customer’s trust.
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Easy And Quick To Use
Since the live consultation with co-browsing takes place exclusively in the browser, the integration is straightforward. Most applications do not require software downloads or installations; add a line of Javascript to the website, and customers can then share their browser with a service representative with just a single click.
How Does Co-Browsing Work?
Co-browsing can be used sensibly wherever users need specific help on a website or an online product (e.g., software). Above all, complex forms and order processes, complex online contracts, or certain customer self-services often cause customers to despair. If this is the case or if important information is not found on a website, there is a risk that potential customers will no longer know what to do and will frustrate an already initiated purchase process.
Co-surfing offers the possibility of proactively accompanying such users through a process. As soon as a question or problem arises on a website or with an online product, the user signals his need for advice via a corresponding button and starts the co-browsing session. Alternatively, a customer advisor or the system can offer a related invitation. After approval by the customer, the consultation can begin without installing any special software or a plug-in.
Co-browsing offers a contemporary form of customer advice on the Internet – for both new and existing customers. The aim is to increase customer satisfaction on the one hand and to strengthen further the web as an additional sales channel on the other. In this way, besides classic support tasks, tailor-made advisory services can also be offered, or complex products can be explained – regardless of where a customer is currently and which device they are using on the Internet.
