Companies are increasingly using real-time help to improve their customer contact. To make sure you keep ahead of your competitors, you have to find new ways to delight and amaze your customers.
Satisfaction ratings from a Forrester’s survey show that help via cobrowsing results in higher customer satisfaction (78%) than phone help (74%) or chat help (69%). Cobrowsing will help you to deliver a fast, unique and personal customer experience, which will result in increased conversion rates and increased revenue. Here are some great reasons why you should add cobrowsing to your customer contact.
1. Increase revenue
Cobrowsing allows customer service agents to have a real-time look at the customer’s browser tab to guide them through your website and support them with the buying process. Helping customers during this process will result in higher conversion rates and thus higher revenue per call.
2. Increase customer satisfaction
The many communications 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 cobrowsing.
3. Increase agent productivity
Cobrowsing will reduce call-handling time. It will increase agent utilization and reduce costs. Because agents get a real-time look at a customer’s screen, they find it much easier to help the customer remotely. This results in more involved and motivated agents. Research from DestinationCRM shows that motivated and productive agents positively affect the customer experience: happy agents drive happy customers.
4. Increase repeat business
Make sure you are not losing customers to competitors because they are dissatisfied with your customer service. With cobrowsing you can create unique customer experiences, which will result in returning customers.
In the end, using real-time features like cobrowsing comes down to one thing: improving your business performance.