One of the biggest reasons that organisations today lose sales or offer inefficient service over web channels is that customers cannot find the information they need. With Genesys Co-browse, companies can now drive up new revenue and improve service by guiding customers in real time to information about the products and services they need.
Co-browse lets customer share browser pages with contact centre agents or knowledge experts, which in conjunction with real time chat or phone support, provides more effective, personalised online assistance.
The ability of agents to co-browse with customers minimises channel escalation, improves first contact resolution (FCR), reduces abandonment, boosts customer loyalty, and decreases service costs.
Reduce cart and web form abandonment
The health of your organisation is tied to the ability to ensure customers receive appropriate service in their moment of need and finalise their purchases by completing web forms and applications. The inability to find information, compare products, or understand web forms leads to reduced customer loyalty, lost sales, and additional costs.
Research firms estimate shopping cart and form abandonment rates are as high as 65%. Providing relevant intervention directly affects your bottom line and vastly improves the customer experience. This leads to additional up-selling and crossselling opportunities and an increase in the size of the average sale.
Elevate your online customer experience
Incorporating Co-browse into your web support environment empowers your customers and agents to initiate sessions—enabling hands-on assistance with everything from site navigation and form completion to picking the right item and completing the checkout process.
With Co-browse, your agents can also proactively invite customers into sessions to further improve the customer experience. The potential payoff is clear. According to the industry research firm SQM, a 1% improvement in FCR performance equals $256,000 in annual operational savings for the average contact centre.
Give your agents the power of personalised assistance
By adding Genesys Co-browse to your online assistance mix, you ensure that your agents deliver the highest level of customer satisfaction, and you also boost revenue by providing relevant assistance during the buying process. Co-browse places a wealth of functionality at your customer service representatives’ fingertips, enabling them to provide a level of personalised service that will keep issues from being escalated to additional support channels.
