When you think about the usual encounters with customer service representatives, you imagine lots of confusion on both ends and a consistent effort to stay on the same page. Often this process is long, tiring, and may still not resolve the issue at hand because of a huge communication gap.
Why Do You Need Co-Browsing?
With everything going digital now, especially after the pandemic, companies are optimizing their live chats and introducing unique digital assistants. But they all have a flaw: no real-time visual access.
Similarly, suppose you have to explain something over the internet to your parents or a colleague. In that case, it can be so annoyingly challenging to deliver the point across or make them understand how a particular software works. So what’s the answer to solving this dilemma? Enter, Co-browsing.
Five Lesser-Known Life Hacks of Co-Browsing:
Co browsing may seem like a simple idea, maybe some people would say it is similar to screen sharing, but there is much more to it. It doesn’t require any downloads or plugins that will plague your device with another storage-hogging application. You can access it through a browser and enjoy the immense benefits.
Speaking of benefits, take a look at these five life hacks of co-browsing that are very less-known:
1. Elevated Visual Assistance:
Co-browsing itself brings tons of practical solutions to the table, but there is so much more one can achieve through a solid implementation of this technology. For example, a co-browsing tool allows you to see the other person’s screen. However, if you employ the best co-browsing practices, you can incorporate visual guidance tools within the UI that allow limited access to the user’s device hardware.
Imagine you are making a complaint to your internet provider about constant server crashes. The representative sends you a co-browsing link that allows them to access your device’s camera so they can take a detailed look at the router themselves. This practice eliminates the need for you to take pictures for emailing or the long, tedious process of explaining what the router looks like currently.
2. Mobile Apps Solutions:
Although co-browsing is primarily popular among customer support services, it is also seeping its way into the mobile applications world. And it is rightly so! Because according to a recent report, mobile devices are responsible for more than 55 percent of the total internet traffic. Of course, a significant chunk of this traffic comes from web applications and not directly from the browser. So it makes sense to implement a medium where shared app access can benefit tons of people.
A good example can be employee training, where a supervisor can access the app through an employee’s screen to guide them through the complex software.
3. Live Shopping Aid And Proactive Invitations:
When you walk into a physical store, you expect a sales representative to guide you through their collection and answer your questions. With ecommerce at its all-time peak, people also expect the same treatment when they opt for an online store. Although live chatbots and digital assistants have been doing an adequate job by far, the implementation of co-browsing takes it to the next level.
Suppose you are organizing a variable sale across your entire store for Christmas. Once the visitor comes to your online platform, they can have an option of accessing your application control that has a camera displaying all the items in the physical store. The users can choose and select their favorite pieces while addressing queries in real-time.
4. AI Integration:
Our reliance on Artificial Intelligence to take the burden of repetitive tasks off us is increasing by the day. Luckily, the market is catching up, as massive developments occur every day in the AI industry, including co-browsing.
When combined, co-browsing and AI can allow CSRs to have a clearer picture of what a customer wants. An effective AI network between the representatives and customers can harvest helpful information to save tons of time and resources.
5. Promoting Self-Service Tools:
Suppose you own a company that makes and promotes self-service apps. But since there is always competition in the market, people are not interested in exploring complex software with no help. Similarly, online communities where people share and address their concerns about their purchases promote the use of apps that are easy to learn.
Implementing co-browsing within these communities can help customers interact with officials and each other to find solutions without any hassle effectively.
The benefits of co-browsing aren’t limited to customer support only, but rather it provides a reliable platform for everyone to enhance the virtual connectivity experience. Whether you work in the field, are looking for a better way to make your mom understand tech stuff, or want to adopt a highly beneficial practice, co-browsing is the perfect option.