Customer service teams and sales representatives always look for new ways to take customer experience to the next level by more personalised engagement and quicker problem resolution. While phone calls and chats have been around for many years, the digital revolution has brought forth the effectiveness of video-based conversation across a range of B2B and B2C interactions. A video call powered by screen sharing and co-browsing features holds the potential to completely transform the process of addressing customer issues and troubleshooting their specific problems in real time. Agents can hand-hold the customers and take them through complex forms or tricky settings. As aptly pointed out by Forrester in a research report, “Companies increasingly leverage visual engagement – video, co-browsing, screensharing and annotations – to cut through the customer conversation clutter, to be understood and to connect emotionally.”

DialTM’s Co-browsing and Calendar Sharing Solution

Team DialTM realises the transformative power of visual engagement to cut down the endless cycle of solving customer issues from scratch with repetitive questions/queries, and achieving a higher level of customer satisfaction in a fraction of the time spent on chatting or voice calls. Our easy-to-use solution can be quickly adapted by sales teams and provides a powerful tool in the hands of customer service executives. Let us consider the two scenarios of Inbound and outbound calls to understand the step-wise process of how screen sharing and co-browsing works in real-life situations:

A. Inbound Call

Customers call help desk with complaint/enquiry about using a product, filling a form, troubleshooting some process or managing a complex transaction. Available agent will request them to join the video conference call by sharing the DialTM meeting link. Once both the participants join in the conference call, agent will request customer to share the screen and then open the URL/website – and he will guide the customer through the steps to troubleshoot. Agent can check what the customer is doing on his/her screen and then take him through the process seamlessly.

The 4 Easy Steps to Handle Inbound Customer Calls

1. Agent logs in to DialTM and accesses the dashboard
2. Agent clicks on ‘Start New Meeting’ link and shares meeting link with customer
3. Customer joins the video meeting using the link, opens the document or web URL and clicks on screen-sharing option
4. Agent guides the customer and solves the customer issues in real time as they co-browse the document or form.

B. Outbound Call

Customer will schedule a calendar appointment through website calendar link based on the available slot with the Agents.

The 5 Seamless Steps for Outbound Calls to Customers

1. Customer visits company website, shares contact details, selects from the available meeting slots and schedules an appointment with Agent
2. Customer receives meeting details via e-mail and SMS. Has an option to cancel the appointment too.
3. Assigned Agent receives calendar appointment. Can initiate call by clicking on call button; there is an option to cancel the call too.
4. Customer can click on link received through e-mail/sms. Agent can click on call icon. And thus, video meeting commences at scheduled time.
5. Customer shares screen (document or URL) with agent for trouble shooting and problem resolution.

Highlights of Screen-sharing and Co-browsing

● Interactive and real-time customer support

● No downloads or installations needed

● Being browser based, it is a highly secure interaction

● Highlighter tools allow agents to assist customers in a more effective manner

● Extremely easy to use and integrate with live chat, video chat, etc.

Benefits of Co-Browsing

As per another Forrester report, “Brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience.” Screen sharing with co-browsing elevates customer experience and brings in the following business benefits:

● Better ROI in customer experience

● Real-time, effective resolution of customer issues

● Improved First Contact Resolution (FCR) results in happier, more loyal customers

● More ‘personalised’ service in the digital domain adds human touch to online interactions

● Improved efficiency owing to faster resolution of issues

● Reduced costs owing to reduced touchpoints, lesser time and lower manpower requirement

Noteworthy Use Cases Where DialTM Co-browsing Solution Raised the Bar for Customer Experience

● Sales representatives guiding customers through complex processes, forms and billing procedures

● Customer service agents providing a personal, ‘show rather than tell’ assistance for customer issues in real time

● Onboarding simplified as company HR can provide in-person guidance through various induction forms and formalities over video call empowered by co-browsing

● Live and video Chats with customers become more effective by co-browsing

Sectors That Can Benefit from Co-browsing Powered Video Engagement

Irrespective of the nature of a business, customer experience is of paramount importance; more so after the Covid-19 crisis. Even as the level of technological engagement has grown by leaps and bounds, establishing an emotional and personalised connect with customers has become increasingly important. CX has become one of the most important parameters for enhancing brand value, bolstering customer loyalty and increasing revenue. As has been rightly pointed out by Sharyn Lever, SVP of Research at Forrester, “Brands can build a well of CX equity if they embrace a disciplined approach to envisioning, designing, and delivering a consistently high-quality experience. When consumer spending resumes, brands with experiences that engender customer loyalty will benefit the most.”

In light of the above observations, co-browsing is definitely poised to become one of the leading tools for customer engagement for Customer Service Executives and Sales Agents across industries. If you haven’t adopted co-browsing & screensharing for your business yet, contact us or schedule a call for a demo right away!

The common (and often frustrating) questions/issues during customer-agent interaction

1. Which page are you on?
2. Can you see the blue icon?
3. What exactly do you see on the left side of the page?
4. Can you pls share a screenshot of your current page?

With Co-browsing & Screen-sharing, you can do away with these tedious and time taking initial questions during customer service calls, demos, form filling etc.