TL: DR
- Cobrowsing, also known as browser sharing, is a technology that lets two or more people view and interact with the same web page or application in real time.
- Companies can use co-browsing to improve the customer experience, including customer support, customer success, customer onboarding, sales experience, and consultations.
- By providing a more intimate and interactive experience, cobrowsing can help you close more deals, provide better support, and improve customer satisfaction.
Cobrowsing is an essential tool for customer support teams that want to provide a more personal and effective support experience. By being able to see what your user is seeing, you can quickly diagnose problems and provide solutions. In addition, cobrowsing allows you to share links and other materials with your user in real-time, making it easy to collaborate on projects. And because cobrowsing takes place in real-time, it can help to speed up resolution times, saving both you and your user time and frustration.
We've already covered what cobrowsing is before. And we've covered some of the best cobrowsing solutions for different use cases.
In this article, we'll explore some of those use cases in greater detail to help give you a better idea of how cobrowsing can be used to benefit your business.
Best cobrowsing use cases
With so many cobrowsing use cases out there, it can be challenging to know where to start. Here are five cobrowsing use cases that we think are particularly valuable for businesses to know about.
First use case: Customer support
You can use cobrowsing to show your customers what they should do or help them collaboratively solve a problem if they come across issues or don't know how to perform a specific action.
For example, if a customer is having trouble understanding how to use your product, you can cobrowse with them and show them exactly what they need to do.
With cobrowsing, you can provide a much more personalized support experience and ensure that your customers are getting the most out of your product.
This is better than screen sharing because you can take over their screen (meaning that you can navigate and click on it) or highlight elements to guide them through your product. It's also better than async videos (like loom), as there is actual collaboration, and if anything is not understood, it can be solved on the spot. 93% of customers are likely to make repeat purchases with companies that offer excellent customer service, and by cobrowsing, you can provide that excellent customer support.
Second use case: Customer success
If you have new features or products launching, and you want to show your existing customers how they can leverage them, cobrowsing is the perfect solution to have them see the product firsthand. You can take them on a tour of the new features and show them how the product works and how it can benefit them. This is a great way to increase customer satisfaction and loyalty, as well as encourage customers to buy more from you as they can see the value in your offering.
Cobrowsing can also be used to show customers how to use your product so that they can get the most out of it and realize its full potential. By cobrowsing with them, you can ensure that they are making the most of your product and help to prevent churn.
Third use case: Customer onboarding
Customer onboarding is essential for software products, especially SaaS. With cobrowsing, you can make sure your newly landed customers are off to a great start and start seeing immediate value from your product. You can take them on a tour of your product, show them how to use it, and answer any questions they may have.
From helping them set up their account to helping them choose a plan and key in payment details or use their first feature, cobrowsing can make your product's onboarding process much smoother for your customers and help to ensure they stick around for the long run.
Fourth use case: Sales experience
When it comes to complex sales processes such as finance or insurance, cobrowsing can be used to help customers understand what they're signing up for. You can use co-browsing to show them exactly what they're buying and help them fill out any paperwork or applications.
By cobrowsing with them, you can also show them how your product works and how it can benefit their business. For example, if you're selling an insurance policy, you can use co-browsing to show them how to make a claim or what cover they have. This way, you can help increase sales and customer satisfaction as they can see the value in your offering.
Fifth use case: Consultations
Cobrowsing can also be used for consultations, whether it's for sales, customer support, or customer success.
This is particularly useful for businesses that offer consulting services as it can help to build trust and credibility with potential clients. By cobrowsing with them, you can help them understand difficult information or help them complete complex forms or processes by controlling their screen.
Sixth use case: Online banking and wealth management
Online banking and wealth management often involve complicated proposals and information. Cobrowsing can help advisors and clients get on the same page, which can also strengthen the client-advisor relationship.
Seventh use case: Insurance
Insurance is tricky and, in most situations, there are a plethora of plans to choose from. With cobrowsing, insurance agents have the tools to demonstrate each one, as well as guide users through the difficult business of signing up for them. It can also help ease friction during the claims process.
Eighth use case: Online hospitality and travel
Helping customers through the process of choosing the right travel packages, booking airplane tickets and making hotel reservations would be a lot simpler if you could just point and click. With cobrowsing, you can do just that.
Conclusion
Cobrowsing is a versatile tool that can be used for various purposes, such as customer support, sales, customer success, onboarding, and consultations. It's a great way to improve the customer experience and increase satisfaction as well as sales.
With Fullview's cobrowsing feature, you have the best chance of taking your customer support interactions, sales, and co-browsing sessions to the next level. Not only is it incredibly easy to use, but it also offers a number of features while staying GPDR compliant to ensure the safety of your customer's data.
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