8 Questions to Ask Before Selecting a Co-Browsing Software

Ziad Hussien
4 min Read
Apr 5, 2020

According to Forbes, interactions involving Co-Browsing have higher customer satisfaction ratings than average — as much as 89.3%.

As head of Contact Center, one of your goals is to provide your customers with the best possible experience. However, agents aren’t always on the same page, and customers often get frustrated if they can’t receive the help they need.

That’s where Co-Browsing fits into the customer support puzzle!

Co-Browsing can:

  • Increase your customer satisfaction – Co-Browsing enables customer support agents to view the customer’s browser tab in real-time to assist and guide them in your website. By guiding customers visually, issues are resolved in the first call, and customers are satisfied.

  • Increase your business revenue – Helping customers through Co-Browsing results in higher conversion rates and, thus, higher revenue per call. Since your customers are satisfied, they are more likely to become loyal customers.

  • Increase productivity of agents – Rather than spending countless minutes on a call with a customer trying to explain to them what to do, Co-Browsing facilitates the process for both customers and agents.

If you are thinking about adding a Co-Browsing solution to your website, below are eight questions to ask your Co-Browsing service provider to help you find the right match for your business.

1. Does your Co-Browsing provider Support Complex Websites?

Web technology is getting more and more complex. Right now, there is a big trend among websites to use complex technology, and this will only increase in the future. Making the correct decision to consider a Co-Browsing solution that seamlessly performs with your ever-growing dynamic website is the first step to choosing the right Co-Browsing solution for your business needs.

2. Does Co-Browsing Require a Download on the customer’s end?

Customers shouldn’t have to download or install anything on their computer to begin a Co-Browsing session, even if it’s temporary.

3. Ease of Masking Sensitive Data

One of the main benefits of Co-Browsing is its ability to mask personal customer data. Make sure your Co-Browsing vendor has an ultra-secure system that will fit your business requirements.

4. Does the Co-Browsing vendor provide your needed setup?

Your Co-Browsing vendor should be able to provide a setup for your business needs. Whether on-premise or cloud-based, make sure your vendor supports your preferred setup.

5. How Performant is the Co-Browsing solution when it comes to Delays?

Different vendors are more or less performant when it comes to the delay between the customer scroll and agent view. Make sure that delays are minimal and would not cause significant distractions during Co-Browsing sessions.

During the trial phase, make sure to perform multiple tests to determine if delays will cause significant issues.

6. Can more than one agent join the Co-Browsing session?

If an agent isn’t able to figure out a customer’s query, it should be possible for another agent to join the Co-Browsing session and help with the issue. Make sure your Co-Browsing solution allows multiple participants in a session.

7. Can Co-Browsing be used with all Communication Channels?

Co-Browsing is independent of all communication channels; It should simply integrate with your existing methods of communication. Whether using audio, video, or chat, Co-Browsing is a flexible visual engagement solution that offers an add-on benefit for customer support.

8. Does It Work on Mobile Devices?

With so many people accessing the Internet on phones and tablets these days, you want to make sure the Co-Browsing software that you choose is one that will work on phones and tablets as well as laptops and desktop computers.

Additionally, make sure the Co-Browsing vendor supports Co-Browsing for native mobile apps if you need it. Usually, native mobile app Co-Browsing is provided by the integration of an SDK.

Main Takeaway:

The goal of every contact center is to provide an outstanding customer service that both sells and delivers excellent customer support. Once you have all your questions answered, now its time to pick the best Co-Browsing solution that works for your business.

Don't forget to tell your friends!

Ziad Hussien

In his dynamic role as Head of Content at Xaleon, Ziad is known for his tenacity and passion for shaping the future of company-customer communication. In this blog, Ziad shares his insights on how to improve and deliver the best possible customer experience when being in touch with customers digitally. Outside of Xaleon, he is an avid reader, blogger, pianist, poet, and a proud husband.

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