4 reasons to add cobrowsing to your customer service

| categories: Blog, customer support, quality, usecase

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.

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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.

Personalizing your customer contact

| categories: Blog, customer support, quality, usecase

Personalize your customer contact by adding real-time support like co-browsing

Research from LivePerson reveals that 87% of online consumers agree that they are likely to be loyal to a company that delivers a great online experience. More and more, companies are realizing that good customer service is key. Personalization can play an important role in improving customer contact. Here are a few ways to get you started personalizing your customer service.

1. Use human interactions

Your online customers are looking for customer service representatives who understand and can discuss their problem and are committed to helping them. Since automated communication systems can’t provide this customer experience, human interaction is essential for a personal experience.

2. Be available

The same survey from LivePerson shows that 33% of consumers struggled to find help or to locate customer services. Therefore, it is key to make sure help is available and that you clearly indicate where customers can get it. Customers should have the feeling that there’s always somebody available to provide help.

3. Use multiple communication channels

Your customers are active on many different channels (Twitter, Facebook, email, telephone, etc.), so you should be too. Customers will use their preferred channel, so respond to them on the same channel and avoid jumping from one channel to another with the same customer. If necessary, give your customers clear instructions on what to do and make sure they don’t have to repeat their story for each new agent.

Go beyond the default set of communication channels and look into innovative ways to support your customers and amaze them. For example, consider web-based audio and video chat and cobrowsing.

4. Build a support community

Sometimes customers prefer to receive an explanation from other customers. To accommodate this, you can build a platform where customers can ask questions, start discussions and give user tips. Besides getting help themselves, customers can answer questions from other customers. If necessary, service agents can always respond to a problem. The Hewlett Packard platform is a good example of a successful support community.

Surfly enables remote support through the sharing of a customer’s web browser session and it works in a fast, simple and safe way. An agent gets a real-time look at a customer’s screen, which will help them to explain things to the customer and solve the problem.

Go beyond expectations with your customer service desk

| categories: Blog, customer support, quality, usecase

If there is any place where companies have improved their engagement with their customers in recent years it is at the customer support desk. Increasingly, businesses are realizing that excellent customer support is the key to customer loyalty.

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The value of positive customer service experiences

Research from Zendesk is clearly presented in a infographic showing the consequences of customer service quality. Basically, a good experience leads to more sales from that customer while a bad experience will drive the customer to a competitor. Those findings may seem obvious, but what is new is how customer experiences are being shared with others through social media or online reviews. This wider reach can change public perception with results far beyond the single customer who had the experience. Thus, positive customer service experiences are more valuable than ever.

Important customer support features

The three most popular customer support services, Zendesk , Freshdesk and Desk.com (1), demonstrate their commitment to the following important customer support features:

  1. Localization: support your customers in their own languages.
  2. Multi-channel: support your customers on different communication channels: email, Twitter, Facebook, website, telephone, chat.
  3. Video Tutorials: create easy-to-follow videos that will help customers solve presented problems.
  4. Open Knowledgebase: use a knowledge base that is available to both your clients and your agents.

All these features share the goal of lowering barriers for users. For example, localization and multi-channel features allow you to be as close as possible to your customer by using their preferred channel and language of communication. Video tutorials give customers instructions on how to solve a problem themselves. Customers can watch the instructions at their own pace, pausing, stopping, and rewatching the video. An open knowledge base ensures that useful or relevant information will be accessible and easily updated.

Go beyond their expectations

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The features described above cover most of the standard requirements for good customer service. For an awesome customer experience, though, you’ll need to WOW your clients and go well beyond their expectations. An in-depth study of consumer engagement by Live Person found that 82% of online customers believe that getting their issue resolved quickly is key to online satisfaction; 93% of those customers believe that real-time tools are valuable in doing so.

Surfly is such a real-time tool that can greatly improve this kind of online engagement. With Surfly, you can surf the web along with your customer instead of going back and forth with the customer, explaining each step. Our web sharing solution helps you provide better support and decrease the time needed to solve a problem. This results in happy customers, increases online sales, and reduces service costs.

(1) On the GetApp website you can find a full comparison of the three most popular customer service support systems.