CoBrowsing is a powerful tool for support and sales teams providing a variety of use cases. The beautiful thing about CoBrowsing is its simplicity for the customer - no downloads. So, how can you take advantage out of this technology?
Generally said, CoBrowsing is always a great option when things get complex and visual context results in a quicker solution.
CoBrowsing alone is never the solution, you always want to combine it with a communication channel. Chatvisor hereto provides WebChat, AudioChat, VideoChat – you could also use it complementary to a phone call.
CoBrowsing for Support
For online support, the goal obviously is to get the job done and solve customers’ problems. Unfortunately, combining helpless users and support agents that hardly have context often results in the opposite, leaving the user behind with no precise answer.
This is the result of users often being unable to articulate their problems, therefore providing insufficient context and agents being under time pressure.
Using CoBrowsing in support cases, provides the agent with instant context about the problem the user is facing. The user doesn’t need to explain where he is stuck because both are now literally “on the same page”.
CoBrowsing can be used for:
- web applications (eBanking systems, SaaS, …),
- more complex online forms and registration processes
- booking platforms
CoBrowsing for Sales
A website today is like a company brochure, providing information presenting products and services. CoBrowsing allows you to turn your website into an interactive sales channel.
You want to establish an infrastructure that gives sales agents the opportunity to sell online as well as offline. Through CoBrowsing, the online sales agent can now act like an agent in a store, physically showing the customer around to find what he’s looking for.
Connecting personally on the internet has another benefit. This results in great new chances to up-sell and cross-sell.
You can find applicable use cases in several industries, the preferred are:
- consumer products of higher-value; products that are complex and configurable
- online car selling
- individual furniture
- complex B2B products
- financial services
- banking services
You can also use CoBrowsing in all kind of configurators (e.g. cars). Using configurator, CoBrowsing and VideoChat creates all-around professional setup to drive online sales.