Today’s customers have high expectations for service. They get frustrated if help isn’t available at the moment they want it, or they have to spend time explaining their issue to a contact center agent. If verbal or written instructions are too hard to follow, they might even give up.
For customer service organizations, a picture really is worth a thousand words. Sharing a screen and cobrowsing with customers during a phone or chat interaction lets you to deliver faster, better service. Customer satisfaction improves, increasing opportunities for conversions as well as upselling and cross-selling. But not all cobrowse solutions are created equal. Here are 11 native capabilities you should look for to get the most out of visual sharing technology.
For a great customer experience, the agent should be able to launch a cobrowse session in 10 seconds or less, with no downloads, Java, or plugin requirements.
Make it easy for an agent to provide efficient assistance with features, such as an easy-to-find launch button and an optimally formatted session ID code.
Agents can mark sections of a cobrowsed web page using free-hand drawing tools for precise, quick remote support.
The solution shouldn’t require on-page tagging to work, otherwise the tagging must occur across your entire site. Oracle Cobrowse provides the flexibility to tag site-wide or only those pages with the cobrowse launch button.
You choose which desktop applications (spreadsheet and word processing software, settings, etc.) agents can see. Everything else is blocked for customer privacy.
Oracle Cobrowse provides the ability to handle rich media elements and dynamic content during cobrowsing session.
There should be no issues if the customer and the agent are using different browsers. The customer service agent should see the customer’s screen exactly as the customer sees it—in real time—even if the customer resizes a responsive browser window or changes browser settings.
Cobrowse should work on all mobile browsers, for both the customer and agent. Mobile capability should be available to both native iOS and Android applications.
The cobrowse technology must meet the strict security standards of the world’s largest financial organizations and give agents the ability to see all web and desktop content needed for issue resolution.
Look for a history of large company-wide deployments, including large customer service organizations.
Learn more about Oracle Digital Customer Service