Co-browsing is the sharing of a customer’s screen with a customer representative who can then interact with the customers browser.

Alone, live support can be a great way of increasing customer satisfaction in your business. It’s personable, accessible and fast. But there are some features such as co-browsing that can put the cherry on top of your customer service sundae.

Co-browsing can increase your query resolution time further, help customers to understand new features more efficiently and could increase consumer satisfaction rating overall. In a survey by Aberdeen Group, the yearly increase in customer satisfaction was 5.1% from companies using co-browsing, compared to 1.4% from those that did not.

And the happier your customers are, the more likely they are to stay with your company.

Let’s have a deeper look at the benefits:

Speed

Co-browsing can help to increase the resolution speed of live chat even further. Instead of customers having to explain their issue, your agent details a solution, and they attempt to implement the solution. With co-browsing, customers can just show them the problem in real-time and the agent can solve it for them or talk them through it. You get a double whammy with this one too as it means that you can solve individual customers issues quickly, but it also frees the agent up to be available to take on more conversations.

Co-browsing vs Screensharing

Co-browsing is similar to screensharing but with some differences that can make a big improvement. With some live support software’s such as Xeno the customer doesn’t have to download any additional software to use co-browsing, keeping their experience simple on their end. Co-browsing is also interactive which means that representatives can take control and show customers what to do, reducing the chance of frustration.

Uncover New Features

When co-browsing you can show customers features that they may not be aware of or are too scared/confused to try out. And you can tailor what you show them to the needs of their business too. They may be more likely to use such features if they are shown in this way. And they may help to make their business more efficient and increase consumer satisfaction with your product, win!

A Personal Service

Live chat already offers a one to one, real time, personal service. But co-browsing adds to this as you can take customers by the hand and lead them through their issues, either solving their problems for them or showing them how to do it for themselves if needed.

A Problem Shared is a Problem Halved

Co-browsing is certainly a feature that could help to improve your service, creating more happy customers and hopefully those that are hooked on your company. With a quality live support software as Xeno it’s easy to set up co-browsing in a conversation. And there are a bunch of other features to help you reduce churn. You can set up post chat surveys to see where you are going wrong and right. And you can combine this with detailed analytics to help you to continually improve your co-browsing and customer experience overall.