Co-browsing will soon be default for phone and VOIP service providers. It gives the support agent the gift of sight and it’s hard to take away that sight once you’ve used it.
Giving support agents the ability to see their own customers on their own website is both obvious and becoming the default service in major phone service providers.
Saying ‘the cloud’ has almost become odd
As services move to the cloud and even saying the words ‘the cloud’ seems odd, the ability to guide a user on your website app gives an agent the ability to resolve a call 10X faster, especially on the most difficult calls.
Everyone is moving to ‘the cloud’
It’s all there in the details
Lets say a loan applicant is stuck filling in a form which won’t submit because their social security number is incorrect.
The agent attempts to direct the applicant on the phone verbally to check for errors or incorrect fields.
Co-browsing means the conversation is cut to seconds by instantly seeing the form and highlighting the social security field.
Unlike old school screen sharing, co-browsing lets you see the user on your own website, without needing to see the entire screen. It’s secure, you don’t see any of their desktop folders or pictures. Only the agents own website.
Co-browsing is being installed by phone and live chat companies.
These are some of the early movers who have built co-browsing into their systems or offer it as an add-on.
8X8 (integrated directly)
RingCentral (integrated directly)
Intercom (offered as add-on via Upscope)
LivePerson (integrated directly)
It’s moving faster than expected.
As awareness builds and it becomes a default system, those left behind will see the impact in stages.
Co-browsing itself is developing.
The product is in it’s basic stages and the next evolution is beginning even as some are only learning about it.
Simple secure steps to take a giant leap ahead
Integrating co-browsing with a phone service is probably one of the simplest integrations because you may not need one.
The user has phoned in and co-browsing solutions like Upscope come with ‘support codes’ the user can read out for the agent to go directly to their screen. They are 2 separate systems that work together like magic.
See it in action
See phone to co-browsing in action during a demo. Find out the options. Understand the savings and where the market is going.
