Customer Support: With co-browsing at their fingertips, customer service personnel do not have to share their screen to see what issues a customer might be facing. They can observe the customer’s experience as they demonstrate the user journey, leading the service agent to identify the problem quickly. Naturally, this will result in lower resolution times. Collaborative browsing also makes it easier for customers to highlight their issues.
Document Review: Often, product documentation can be complicated for certain customers, especially those without a tech background. A company representative can help customers look through docs and extract the information they require in a collaborative browsing session.
Customer Onboarding: No matter the industry, onboarding a new customer can be a painstaking process. However, co-browsing offers a high-touch, collaborative process that simplifies the procedure to a great extent. By pairing online conversation with a visual context (guiding them as they go through onboarding), onboarding becomes easier and more personalized - a win-win for both company and customer.
The Need for Co-browsing The possibilities and potential of co-browsing are immense. Above all else, co-browsing is integral to offering a more engaging, personalized experience to virtually all users.
It enables real-time collaboration without the limitations of screen sharing. Depending on either party’s internet connection or tech setup, the shared screen may not be perfectly visible (low resolution) or experience lags and delays. Collaborative browsing solves this by removing the need for screen sharing entirely.
By recording and documenting co-browsing sessions, sales and marketing teams can clearly understand how to walk customers through solving specific issues. This facilitates team-wide learning and makes customer support activities much simpler. Users can use the same process to introduce customers to new products through demos and even train employees.
Since collaborative browsing requires no download actions for the customer, users eliminate friction and setup time. Thus, contributing to a smoother user experience for all parties involved.
Virtly - Founder & CEO Thought leader in online collaboration.