Customer service is becoming increasingly digitised. As such, new technologies that facilitate improved digital customer service and enhanced experiences for contact centre agents are quickly evolving.
A perfect example of is co-browsing technology. It enables agents to efficiently diagnose a customer’s problem and provide a tailored, step-by-step solution.
Co-browsing technology has developed over the years to incorporate a number of features that facilitate an improved customer service experience. For instance, top-tier co-browsing technologies no longer require software or extension installation, enable secure sharing of documents, and feature drawing and highlighting tools.
Ultimately, implementing co-browsing technology into contact centres improves the customer service experience, thereby creating more satisfied and much more loyal customers.
What is Co-Browsing Technology?
Co-browsing technology allows customer service agents to remotely collaborate and communicate by sharing web browsers in real-time. This experience is as close to an in-person interaction as a contact centre agent can provide. It enables agents to efficiently diagnose a customer’s problem and provide a tailored, step-by-step solution.
Trusted Voitec vendor Surfly provides unrivalled co-browsing technology that is both high-quality and incredibly fast. Surfly can be easily integrated into your website, allowing you to communicate with customers without switching platforms. Surfly’s dynamic features facilitate clear communication with customers, including:
- Document Sharing: Easily share files online throughout locations and with customers.
- Video Chat: Give customer communication a human dimension by conversing face-to-face to increase visual engagement.
- Drawing Tool: Communicate visually and highlight specific areas to make communication easier.
Benefits Offered by Co-Browsing Technology
Improved Visual Communication
Co-browsing technology enables remote visual communication between customers and agents. Through sharing website browsers in real-time, agents are able to easily understand customers issues and walk them through a suitable solution. Agents can clearly communicate the steps customers should take through the use of highlighting and drawing tools. Moreover, relevant documents are also able to be securely shared instantly with customers.
Visual communication is further facilitated through video chat, which provides customers with the human touch of being able to converse with an agent face to face. This face to face interaction helps to build customers’ trust and understanding.
Improved Customer Service, Engagement and Loyalty
Co-browsing technology can vastly improve customer service and therefore improve customer engagement and loyalty. This is because co-browsing technologies enable efficient communication that quickly resolves customers’ problems while also providing a personal, human touch that demonstrates that your business cares about individual customers.
With co-browsing technology, customers no longer need to waste time providing a full explanation of the problem they are facing; through simply sharing their browser they are able to show customer service agents where they are having issues. Similarly, rather than having to explain the solution, agents are able to swiftly show customers how their problem can be resolved. As such, your business demonstrates and understanding of how valuable your customers’ time is while also freeing up agents’ time.
Integration of Website Services
Co-browsing technology is able to be integrated into already-existing SAAS solutions. For example, co-browsing can be used to enhance regular web chat or video chat services and provide customers with an added level of connection, communication and understanding.
Furthermore, co-browsing technologies can be integrated with features that provide customers with the control they need to feel secure. Surfly, for example, includes features such as:
- Control Switch: which enables the customer or agent to request control over the browser almost instantaneously.
- Action Log: which ensures that all sessions are accountable by tracking all session actions.
- Behaviour Control: which enables a customer to control what an agent is able to do.
Co-Browsing vs Screensharing
Co-browsing and screensharing are often misconceived to be the same thing. Co-browsing, however, offers many other features that screensharing does not and also ensures customer privacy and security. While screensharing shares your entire desktop display, co-browsing only shows your web browser, providing customers with peace of mind regarding their personal privacy.
On a technical level, screensharing is completely different from co-browsing in the way information is shared. Screensharing is pixel based, which means that pictures are constantly being taken and sent to the other person in a compressed form. As a result, screensharing tends to be slow and low quality. Co-browsing, on the other hand, is able to facilitate high-quality, instantaneous synchronisation through HTML sharing.
Another key difference between co-browsing and screensharing is the interactive aspect of co-browsing. While screensharing simply allows you to look at someone else’s screen, co-browsing enables either user to interact with the website.
Further Information
Whatever industry your business may be in, there’s no doubt that co-browsing technology could greatly improve your contact centre. If you want to know more about the specific products and services Voitec provides, simply visit our website. Alternatively, you can contact us directly by calling 1300 884 928 or emailing us at enquiries@voitec.com.au.