Co-browsing technology makes interactions between customers and businesses much easier for both parties. Customer service and sales agents will find they can quickly and easily view a customer’s screen in real-time, and in that way help the customer now and in the future.
To opt for the method, the customer clicks a button on a company’s website and gets a session number, which is sent to an agent to start live-screen sharing. The agent completely sees what is on the customer’s screen. That makes it easier for them to guide the customer during customer service and sales matters.
In a recent LiveLOOK blog post, it was also reported how co-browsing is well-suited for online banking. It comes as an option as more consumers opt for online banking rather than traveling to a brick and mortar bank. The online methods have benefited from improved security, privacy, customer trust, and accessibility, so more banks are deploying them.
“Banks can no longer rely on in-person interactions to meet the needs of customers, and instead should find ways to connect with consumers through mobile or Internet channels,” the blog post asserted.
EY has found in a survey that more customers use online and mobile banking tools per day than those who use ATMs, visit branch offices or contact call centers, the blog post adds. The use of online methods in consumer banking is likely to continue, given the increased use of mobile devices.
And these consumers, many of whom are on the go, are looking for speed, efficiency and accuracy in their interactions with a bank. Co-browsing can provide this. In addition, banks benefit as well because service teams can lessen call resolution times and instruct customers who may need to undertake the same task in the future. Some of the better known uses of co-browsing for bank customers relate to transferring money between accounts or changing a billing address.
In addition, the EY survey showed that quality of service in the customer experience is important to create trust in the bank by consumers. Also, the American Customer Satisfaction Index reported that the national bank satisfaction level is 78 on a 100-point scale. Falling below that level were such giant banks as: JPMorgan Chase, Citigroup, Wells Fargo (News - Alert) and Bank of America. So they, too, along with medium-size and smaller banks would benefit by using co-browsing technology.
Edited by Alisen Downey