If you’re reading this article, you are most likely aware how integral Co-Browsing can be to the success of your customer services efforts. Which is why it’s so important to explore and purchase the right Co-Browsing solution in order to make the right impact.
Selecting the right Co-Browsing solution is actually relatively straightforward compared to software such as AI/ML, CRM and ERP; and yet, its vital to get it right the first time – launching a super tanker in the wrong direction as we know, can take forever to turn around. In this guide, we’ll cover how to find, explore and select the best Co-Browsing software for your needs. We’ve also outlined all the main players in this space to save you time.
Let’s get the most straightforward thing out of the way first: What is Co-Browsing
Collaborative Browsing, better known as Co-Browsing refers to the ability to share your application, console, or website with a customer and collaborate rather than simply view. This all occurs in real-time, so should an elderly customer need support to find a bank statement, sign up to a new insurance product or need hands-on support with an international transfer, an agent can immediately guide them through by highlighting, drawing on the screen and even help filling forms in for them to sign.
With a revenue growth uplift of 17% with Co-Browsing compared to only 10% without it, it goes without saying that it’s an effective solution. What most people don’t know, is it can take as little as three weeks to implement in any organisation.
What makes a good Co-Browsing Solution?
Co-Browsing is delightfully simple which is why it’s so attractive to the organisations using it. In fact, none of our Co-Browsing clients have ever churned due to its effectiveness and straightforward UI, which brings us to our first attribute of a good solution:
Simplicity: Co-Browsing should be as easy for Customer Service and Sales staff as using an application such as Slack, Zoom or Dropbox. If its complexity requires anything over 2 minutes of training, it’s usually not an ideal solution and means the console is more complicated than it should be. Your teams are going to be relying on Co-Browsing on a daily basis, the UI should be highly intuitive, logical and quick.
Variety, but in the same place: Co-Browsing in isolation is extremely powerful; however, the more tools you require (think Screensharing, eSignatures, Appointment Booking etc.), the more complex things become, especially in terms of any other communications tools such as Live Chat and Video Chat. You’ll want your Co-Browsing solution to feature in a console full of support and sales features. Your agents will be required to log on to one holistic platform instead of various silo’d tools.
Speed: Although Co-Browsing is a relatively straightforward technology, building one that is able to match the speed of what the customer is seeing and doing is complex, there should never be a lag between the screens as not only will this increase the time it takes to solve issues, it may also equate in frustrated customers and agents.
Customer Support: This goes without saying, but when one of the things that makes a good Co-Browsing solution is the organisation and the team behind it and the amount of customer support, they will provide you. Be sure to vet the organisation immediately after the technology and make sure you’ll have the best customer success.
Who are the main players?
Xaleon (it would be remiss not to mention ourselves)
Austrian-based, Xaleon is a leader in Co-Browsing technology with highly performant enterprise-secure software solutions that require no downloads or installations. Its software is designed for efficiency and collaboration, seamlessly integrating with your current modes of communication. www.xaleon.com
The Amsterdam-based software company Surfly is a heavy hitter in Universal Co-Browsing technology. Surfly’s technology allows agents and customers to interact across all websites without limitations. www.surfly.com
Unblu is a Swiss-based software company focused on the financial service industry. Their Co-Browsing solution is highly secure, enabling banks to enrich the digital experience of their clients. www.unblu.com
Headquartered in London, England, Upscope is a technology company that provides the simplest screen sharing solution for support staff of web products. Their solution requires no downloads or installations to initiate. www.upscope.io
The Bulgarian-based software company SessionStack tailors to all industries and organizational structures. Both enterprises and small and medium-sized businesses can leverage their highly performant Co-Browsing software. www.sessionstack.com
There are many other players you can look for who supply Co-Browsing; however, the above list makes up the main providers of the solution.
What to look for in selecting Co-Browsing for your organisation
There are a few steps to take at this stage, including:
Know your Customer: Will your customer need Co-Browsing, and if so, how often will the require it? Questions to ask here are: Is our Live Chat functionality providing the best support to our customers? In how many cases would seeing our customers problems in real-time make a difference?
Figure out how many agents will require the Co-Browsing platform – Co-Browsing is typically sold per seat, so this will give you a good idea of the total expense per year
Explore how this feature will be successfully integrated into your wider architecture and business and map out all necessary integrations
Approach at least three providers for demo’s – not all solutions are the same and a demo of three will provide you with a good benchmark
Test at least two solutions in a POC – it goes without saying that you should never rely on a demo alone and most providers will cater to a trial or a proof of concept to make sure that the solution aligns to your requirements and needs
Be sure that in the POC phase, that at least 5% of your agents are able to use the solution in order to gain and accurate representation of what Co-Browsing would mean to your KPIs
Compare POC results, but also make sure you take the organisation into account; how helpful were they through the POC process and do you feel you can work with their team in the future?
Talk to your chosen vendor about the integration process – for Co-Browsing, a Cloud solution should be relatively straightforward and take as little as one week to roll-out to your organisation, for on-premise, you’re looking at anywhere between three weeks to three months depending on how fast things can move internally
At this stage, you want to make sure that rolling out Co-Browsing to your team is as much about handing the tool over to them, as is winning their hearts and minds about the new tool they have available. Your business can gain an uplift of 7% in revenue from Co-Browsing, but only if it’s used.
Of course, the reality is, things can get more complex than this, so do make sure you have your IT department on board to support you if you select on-premise Co-Browsing – but all in all, Co-Browsing remains one of the most simple solutions, with the largest returns in term of revenue and usually achieves ROI within three months.
If you have any questions or queries about Co-Browsing, we have a team of experts on hand to support you.
Don't forget to tell your friends!
What to read next
InsurTech and Customer Engagement
Welcome to our blog series on Customer Engagement Technology in the Insurance industry. This series will discuss the challenges and opportunities faced by Insurance providers and how the right Customer Engagement tools can make processes faster, more effective and more precise than current methods, ultimately increasing profitability for Insurance providers. Each step of the Insurance value chain is being reassessed and reinvented, Customer Services and Customer Engagement within Insurance is no exception.