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.

personal customer experience

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.

Real-time web sharing in education

| categories: Blog, quality, usecase

Surfly is a useful web sharing service for both teachers and students. Web sharing can be used in distance-learning programs and to support teachers in the classroom.

Web sharing in distance learning

With distance-learning programs, students and teachers do not have to be in the same classroom and they can communicate at their own pace. Through e-learning methods, like training courses, instructional videos and webcasts, students are able to learn using the Internet wherever and whenever they want.

Web sharing services, like Surfly, make distance learning easier by enabling students to share their web browser sessions with teachers and fellow students.

Web sharing in education

Web sharing in the classroom

In the classroom, Surfly can be used by teachers, for example, to give a demonstration of a statistical program or to collaborate on documents. In addition to the teacher’s spoken or written explanation, graphs and figures can be presented to the students. Students will be able to visualize the material better and thus gain better understanding.

Collaboration tools, like Surfly, have great potential in education because they are a solution for both students and teachers with scheduling or distance problems, giving students flexibility in where and when they learn.