{"id":528,"date":"2019-08-30T15:23:28","date_gmt":"2019-08-30T12:23:28","guid":{"rendered":"https:\/\/chatra.io\/blog\/?p=528"},"modified":"2019-08-30T15:23:40","modified_gmt":"2019-08-30T12:23:40","slug":"cobrowsing-for-a-better-livechat-experience","status":"publish","type":"post","link":"https:\/\/chatra.com\/blog\/cobrowsing-for-a-better-livechat-experience\/","title":{"rendered":"Cobrowsing for a better livechat experience"},"content":{"rendered":"

You\u2019ve probably heard of multichannel support at this point\u2014at least <\/span>95% of marketers<\/span><\/a> say that they know how important it is, after all. But, if people know how important having a cohesive, unified experience is, why do <\/span>61% of customers<\/span><\/a> report that they have not been able to easily switch from one channel to another when interacting with customer service? Mostly because it\u2019s pretty tricky. It\u2019s hard to provide a cohesive experience, especially if you do not have the engineering resources to devote to it\u2014not to mention if you start to add new technologies like video chat into the mix.<\/span><\/p>\n

That being said, making it easy for your customers to use different channels, or even to use several channels together is incredibly valuable. Look at <\/span>these statistics on cobrowsing<\/span><\/a>, for example:<\/span><\/p>\n

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Cobrowsing is when a customer support agent is able to simultaneously browse the same screen as the user that they are trying to help\u2014 and such a small thing can make such a big impact. This strategy is often used when they are already using <\/span>a support channel such as chat, or another instantaneous method of communicatio<\/span><\/a>n\u2014Acquire.io <\/span>also offers a phone cobrowsing tool<\/span><\/a>, for example. As you can see, cobrowsing is an incredibly impactful tool and functionality to open up for your customers, but it\u2019s also good for your company: it boosts revenue, CSAT and profit margin, and drops metrics like cost per customer contact.<\/span><\/p>\n

Cobrowsing might sound complicated to implement and, if you were to have to build it from scratch, probably would be. Luckily, <\/span>tools like Acquire.io<\/span><\/a> make it easy to turn on for all of your customers, without an ounce of engineering time. Not only that, but they often offer functionality that you wouldn\u2019t think to add, like privacy screening, or page highlighting capabilities\u2014all of the awesome things that make cobrowsing such a powerful tool for both support teams and the people that they are helping. Let\u2019s break down some of the other ways that cobrowsing helps:<\/span><\/p>\n

Proactive Help<\/span><\/h2>\n

New technologies can help make existing live chat technology even more efficient. For example, implementing proactive chat in tandem with cobrowsing can make for an incredibly powerful addition to your sales funnel. Instead of letting them try to figure it out on their own, a user may be <\/span>offered a chat window to help during check-out <\/span><\/a>as a way to ensure that they are able to purchase.\u00a0<\/span><\/p>\n

By doing this, it almost feels like magic: help is offered to the customer before he or she asks for it and is granted without needing to ask for any extra information. Because you are using cobrowsing, you already know what they\u2019re looking at and where they might be running into trouble. This is so successful that <\/span>92% of proactive live chats<\/span><\/a> receive a positive CSAT score!<\/span><\/p>\n

Quicker Answers<\/span><\/h2>\n

The average support ticket takes <\/span>82 hours to reach its resolution<\/span><\/a>. Conversely, 70% of online customers expect that their queries <\/span>get solved within 5 minutes<\/span><\/a>. Yikes. The neat thing is that <\/span>78% of customers are satisfied<\/span><\/a> when they use a cobrowsing experience compared to 47% who say they are satisfied using a web self-service. The proof is in the pudding.<\/span><\/p>\n

Instead of the back and forth of emails or chat, cobrowsing allows the support representative to get right down to business seeing what the customer is looking at. There\u2019s no ambiguity or lag time like there is with traditional support channels, because the clarification can happen right in the moment. Rather than waiting for an annotated screenshot or an answer four hours later, the customer can show your team what they are confused about right away.<\/span><\/p>\n

Allows the agent to take over<\/span><\/h2>\n

Did you know that the average cart abandonment rate is at <\/span>76% and amounts to $4.6 trillion in lost eCommerce sales<\/span><\/a>? Some of that is caused by sticker shock, or improper customer education, but much of it is also caused by confusion or fear. Customers in less tech-savvy demographics are <\/span>particularly subject to cart abandonment over fear of security<\/span><\/a>, or incorrectly entering their card information.<\/span><\/p>\n

If you implement cobrowsing, you enable customers to grant access to your support agents to help them complete tasks that may be frustrating or discouraging. While this might seem counterintuitive, guiding some customers through a process the first time may help them to be able to complete them more readily on their own later. Similarly, some things (like purchasing), may only need to be done once\u2014there\u2019s little benefit to forcing customers through something uncomfortable if you don\u2019t have to.<\/span><\/p>\n

\u00a0Here are a few pages where cobrowsing might be particularly useful:<\/span>
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