The co-browsing feature allows your chat operators to see and interact with your visitor’s screen in real time. This enables your chat operators to help improve your customer’s journey as they contemplate signing up for your products and services. You can point your customers in the right direction whenever you feel they need help. You can guide them through the relevant sections of your website. Co-browsing can be initiated with a single click from your chat window.
In an e-commerce setup, it’s critical to pay attention to what works for your customers, and this is where the co-browsing technology can be of significant help. Prospective customers enjoy browsing through online product portfolios and eventually buying if it meets their requirement. However, if they are unable to find the right product, it will most likely result in cart abandonment. Co-browsing allows operators to help customers find what they’re looking for to reduce cart abandonments.
Co-browsing reduces effective call-handling time and significantly improves operator utilization. This leads to lowered support costs and increased productivity. Chat operators get a real time peek at your customer’s screen that makes it convenient for them to help and guide them remotely. This results in a better customer engagement as well and helps your operators stay motivated.
The purpose of real-time features like co-browsing boils down to one thing: improving your business performance. A prominent reason most businesses lose customers to their competition is because the customers are not satisfied with the level of their customer service. Co-browsing lets you create unique and delightful customer experiences, which results in returning customers. The level of personalization that can be extended to customers makes them feel valued and is often the magic recipe behind creating evangelists for your business.
People don’t trust websites; they trust the human element behind that business. Online shopping comes with its own fair share of risks and customers are wary of getting cheated. This is often a result of customers being unable to make a direct contact to an operator. Co-browsing, combined with other applications such as live help chat software lets the support operator provide a human element to the entire transaction. Customers can instantly connect with the support representative, leading to customer delight and improved trust.
Everyone should give it a try!
I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
Director of Technology Initiatives, Touro College
Excellent Customer Service!
ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
Health Licensing Coordinator, Nebraska Department of Human and Health Services