Co-browsing a.k.a. Collaborative browsing relates to effective provider and customer communication. It is a technology that allows the consumer and the provider to interact to solve a problem on a real-time basis.
Co-browsing can be done in many instances including filling out complicated forms, working on difficult matrices, changing account settings, shifting files to different locations, finding a particular product on a website, navigating through account settings, and more.
How Does Co-Browsing Work?
Co-browsing works by sub-optimally sharing the contents searched between the customer and the provider which is effectively done by remotely controlling the customer’s specific screen through co-browsing software.
Types of Co-browsing Software
There are different variations of co-browsing software which are better suited to the business needs. Major categorizations in these are internal and external software.
Internal co-browsing Software: It could be deployed within an organization and its functionality allows co-workers within an organization to communicate, plan, keep up with projects, and share information throughout the day.
External co-browsing Software: Another category of co-browsing software enables external collaboration between a customer and an agent.
Process of Co-Browsing
Initiation: The first step in co-browsing is to initiate a co-browsing request from client to customer.
Approval: Customer consents to the access and allows the agent to proceed with the co-browsing. Once connected, the agent can guide the customer, highlight elements, fill out forms, and help navigate the website without needing to take full control of the customerโs device.
Secure and Limited Access: Post approval the customer can limit the tab and access he wants to give to the the agent. With this feature of co-browsing agent only has access to the specific tab and cannot see or interact with other open tabs or sensitive information.
With collaborative browsing, a customer gets a best-in-class solution, with seamless resolutions and it also helps agents to better their ACH and significantly improves their FCRs.
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What to avoid during co-browsing?
Co-browsing is done to make the customer experience smoother and hassle-free, hence deploying the correct software is a crucial task to achieve that.
Limit the usage of standalone solutions that restrict co-browsing to a web domain only. By deploying standalone solutions you would be limited to toggle between sites.
Another category to avoid is deploying downloadable solutions. These solutions can turn out to be confusing and cumbersome for a customer.
It is also advised to avoid Document Object Model (DOM) based solutions. These solutions will attempt to re-create the structure and content of the companyโs website on the agentโs side.
- This is used by major standalone co-browsing software, but a limitation to that is inconsistency in reflecting minor website changes to the agentโs desktop. This would further ignite the confusion rather than solutions.
- DOM based solutions also have some risks related to data masking. This is because every single website change requires pulling in web resources to add code to maintain data masking where you need it.
Lastly, solutions that force customer traffic through the solution as a proxy, raise concerns for security-conscious businesses. This option means thereโs no code required for deployment, but thereโs also no option to add code to further customize and integrate your on-site experience.
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Benefits of Co-browsing
Co-browsing forms a symbiotic relationship between agents and a customer, i.e., co-browsing not only limits itself to customers but also provides benefits to the agents.
Agents could provide the user with more clear instructions, better visual descriptions, live demonstrations, and more which ultimately leads to reduced AHT [Average Handling Time], and increased FCR [First Call Resolutions] as mentioned above.
Some of the major benefits of co-browsing are listed below
Improved Customer Satisfaction
Improved customer satisfaction is the end goal for any business to thrive. Hence, co-bowsing is another key ingredient to help that cause.
Co-browsing makes it easy for agents to guide the user through complicated procedures, look for web solutions, offer, hands-on solutions for typical software, and more.
Hence, the assistance aims at faster resolution leading to increased CSAT Scores and better stats. It also helps better connect customers with the business and at the same time makes them feel valued.
Enhanced Efficiency
Say goodbyes to the traditional methods of communication. Co-browsing limits the need for lengthy communications making it easier for an agent to connect with a customer.
Using a co-browsing software agent can see what the customer is experiencing and analyze the solution significantly faster. This direct approach reduces the time it takes to resolve issues, leading to higher productivity for the agents.
Privacy and Security
Concerns of data breach during screen share is a common fear amongst the customers.
This could be resolved through co-browsing. This is because, unlike screen sharing, co-browsing restricts agents to a specific browser tab, ensuring that other tabs, applications, and sensitive information remain private, leading to minimized privacy concerns all the while still providing effective support.
Reduced Errors
Reduce your errors and offer seamless customer support through co-browsing. Co-browsing helps reduce misunderstandings, as both the agent and the customer are looking at the same information.
This clarity leads to more accurate guidance and reduces errors in communication.
Soaring sales
A happy customer can result in an enriched business sales experience which directly affects sales as well.
During co-browsing agents can offer some relevant products and services to the customers and help in sales which might in turn lead to higher conversion rates.
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Is Co Browsing safe?
With cybercrime soaring through the roof, a customer could be hesitant to use co-browsing software. As cyber crimes continue to grow exponentially, screen sharing is restricted to within organizations rather than customer-business interactions.
To make the co-browsing experience safer and more secure certain solutions could be implemented.
Block Buttons
Restricting and reducing the toggle options between the screens by the block button on a co-browsing software is one of the options leading to a safer co-browsing session.
Using a SaaS software
Like with any SaaS product, you want to make sure to use a trusted provider to maximize security. Here are other things to consider:
Architecture
Look for financial-grade TLS 1.2 transport security and AES-256-bit encryption.
Connections
Avoid the risk of exposure by connecting directly to a userโs device. Instead, all sessions should be connected to an isolated browser in the cloud.
Certifications
Ensure to connect if the user has necessary security standards and certifications, such as GDPR compliance, SOC standards, and IETF protocols.
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Wrapping Up!
In conclusion, it could be emphasized that co-browsing or collaborative browsing could be a new trend that businesses are leaning toward. Enhance real-time customer support and streamline complex processes by empowering agents to guide customers through extensive collaboration.
Tasks like form-filling, product searches, and account changes, all while maintaining privacy and security could be done seamlessly. Co-browsing is usually done by implementing co-browsing software with features such as Seamless transitions without any third-party software downloads, Multiple browsing options, Allowing the agents to make notes and highlights for customers, right on their screen & more.
Co-browsing with the right set of software & data privacy results in reduced errors, faster resolutions, and a significant boost in customer satisfaction. As businesses continue to prioritize seamless interactions, co-browsing stands out as a valuable tool for improving agent productivity and building stronger customer relationships.
