The digital landscape and the way people are engageing online is undergoing change every single day. As customers are becoming extremely demanding of businesses, companies are looking for more engageing tools that can better help them address online customers needs.

It is no longer enough to simply offer traditional call centre technologies like IVR solutions and live chat. These solutions are no longer solutions in the true sense of the word, and do not differentiate the marketplace. Recently, many companies have slowly started adopting a new piece of technology that enhances customer experiences and ultimately meets financial goals. This technology is called cobrowsing.

What Is Cobrowsing?

Co-browsing is a fantastic technology that allows easy and foolproof interactions between customers and businesses. Say a customer is having a problem with a certain website, and calls up a call centre for support. Through cobrowsing, the Customer Service Representative (CSR) can easily browse the very same website with the customer as if they are sitting both next to each other viewing the very same web site in real-time and provide help. As they both are on the very same web site, the representative sees what they are seeing, can navigate the pages, potentially diagnose issues more accurately and offer them a more targeted solution to their problem by visually guiding them through the website. Cobrowsing does not require any additional installation or download on the customer’s end or at the CSTR side either. There are variety ways to start a co browsing session. For example, a customer has to click on a link on the company’s webpage that launch that capability. The cobrowsing capability allows CSRs to guide customers in a more focused manner when it comes to sales matters.

Cobrowsing has several benefits, especially when it comes to helping companies meet their financial goals. Here are some key benefits of cobrowsing.

• It Helps to Increase Ttransaction Size & Sales Conversions

Targeted cobrowsing leads to customer satisfaction and this customer satisfaction translates to an increase in both sales conversions as well as transaction size.

• It helps increase the rate of first time resolution

With co-browsing, a knoledgebale CSR can talke the customer to where they need to be, lead them through the “flow” they need to go through and by doing so eliminate the need to have the the same customer call back later with the same question. Good agent does not only tell the customer what they need to do but also couch them in the process.

• It Helps to Track Customer Behaviour Regularly

It is important for all businesses to be aware of what their customers behavior on their sites. Cobrowsing technology allows businesses to be in tune with their customers and learn more from them. With effective tracking of customer satisfaction, businesses can improve through human interaction and improve their business through on going inovation.

Not all cobrowsers technologies are similars. Before selecting a solution, you should learn what the technology allow you to do as well as the security ramifications of using one technology over the other.