As the number of companies installing live chat grows, co-browsing grows with it. The benefits of putting an agent in the customer’s shoes by jointly navigating a site may appear obvious but it’s important to see the statistics that prove the incremental and inevitable revenue growth and savings. Below we summarise key points from Aberdeen group’s research.
Why does it have such an impact?
It’s the key small details within co-browsing and how it’s entirely different to normal screen sharing that lead to the key benefits.
A. Co-browsing lets you instantly see the user’s screen and direct even the toughest users through complicated interfaces. Normal screen sharing involves installs.
B. You can remotely highlight, scroll and click for the user at the same time as they themselves can participate.
C. It’s securely limited to the user’s browser tab on which your website is. Nothing else. No desktop pics of uncle Cuthbert or strangely named folders.
If you’re new to co-browsing, read this introdution first.
Key statistics on benefits
1. Revenue growth
The net impact of reduced support costs and increased top-line revenue includes boosting the customer profit margins in those businesses.
In fact, while co-browsing users achieve a 7.2% annual increase in this key metric, others experience a minimal change of 0.2%.
2. Customer satisfaction rise
Minimizing customer effort through jointly navigating an application in real time is helping companies accomplish far greater annual improvements in customer satisfaction scores, compared to companies without this technology (5.1% vs. 1.4%)
3. Reduced support costs
Companies using co-browsing enjoy a 2.4% annual improvement (decrease) in support costs year-over-year, compared to a 0.4%
4. Greater agent utilization rate
The ability to reduce the time it takes to diagnose customer issues and decrease handle times points to efficiency gains in the contact center.
There is a 10% greater agent utilization rate, compared to those without it (65% vs. 59%).
See the original research by Aberdeen group here.
Take a look at Upscope co-browsing to learn more and see a video.