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    Michelle Brusyo
    Best Practices for Co-browsing During Chat Interactions
    Topic posted June 29, 2015 by Michelle BrusyoGold Medal: 3,500+ Points, tagged Chat, Co-browse 
    542 Views
    Title:
    Best Practices for Co-browsing During Chat Interactions
    Content:

    When a customer is having trouble finding or doing something online, such as completing a purchase or utilizing self-service tools, it can often be easier for an agent to help him if he can see the customer's screen in real-time in order to understand the problem and guide the customer through to a resolution. Co-browsing technology makes this possible by creating a screen sharing experience that's extremely fast to launch, universally compatible and built for customer privacy and security. Co-browse can be used during both voice and chat interactions, enabling agents to provide faster and more accurate help in the customer's channel of choice.

    There are some considerations specific to co-browsing during a live chat interaction, and some best practices that can help optimize this process to ensure efficiency and a positive customer and agent experience.

    1. Know when to use Co-browse

    Make sure your agents know when to use Co-browse versus other tools that may be in their Live Chat ***. For example, Page Peek and Visitor Browser History can often give the agent enough information and context to fully understand the customer's issue and provide assistance without starting a co-browse session. However, when the agent needs more information about what the customer is experiencing on the website or mobile application, he can use Co-browse to have a shared view with the customer in real-time. Co-browse should also be used for situations where the agent needs to walk the customer through a process or show him where to find information versus explaining how to do these things via text. This can save a great deal of time when working through complex issues with a customer.

     

    2. Use well-thought-out canned messaging to suggest co-browsing

    Think through the use cases where co-browsing with customers might make sense and craft clear and concise messaging that agents can use to suggest a Co-browse session. For example, "I could help you better if I could see your screen..." and "Your privacy is extremely important to us. During our screen sharing session, I will only be able to see..."  Have your legal team review this messaging and all standard text related to the co-browsing experience.

     

    3. Keep co-browse interactions on a 1-to-1 level

    When co-browsing with a customer, an agent should avoid taking multiple chat interactions. The Co-browse experience requires constant attention from the agent in order for him to see what the customer is doing and work with the customer through a problem or question. Handling multiple chats while co-browsing is difficult and weakens the experience for the co-browsing customer.

     

    4. Make sure the customer knows that the chat session will continue during co-browsing

    This can be addressed via the canned messaging related to co-browsing, but it's important to ensure that the customer knows to continue communicating via the chat window during a Co-browse session. This will help avoid instances where the customer mistakenly closes the chat window.

     

    5. End the co-browse session before ending the chat session

    Another standard message agents should have available is an alert to the customer that the agent has ended the Co-browse session. This should always be done and confirmed before the chat sessions is ended. Customers also have the ability to end a Co-browse session at any time, but to ensure a positive experience it's important to communicate to the customer that his or her screen is no longer visible.

     

    By following these best practices, co-browse can be a powerful enhancement to the chat channel, increasing first contact resolution rates, reducing chat handling time for complex issues, and driving customer satisfaction.

    Do you have any suggested tips or best practices to add? Please share in the comments!