The Importance of Cobrowsing

Cobrowsing is a vital part of the customer experience.

This was a seller lead email written for the business audience of a client specializing in CX software and solutions.

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SUBJECT: The Importance of Cobrowsing Software

PREHEADER: Cobrowsing software enhances the customer experience.

HEADLINE: Are you using cobrowsing software?

Successful companies today stand out from the competition by leveraging the most state-of-the-art customer experience technology, such as cobrowsing software.

While integrating live chat software into their websites is a step in the right direction, it’s the cobrowsing software that empowers the world’s top enterprises to revolutionize the customer experience.

Cobrowsing solutions allow a customer service representative (CSR) to interact with their customer as if the two of them were sitting next to each other and sharing the same browser. This personalizes the process of guiding a customer on how to navigate the company’s website in real-time.

If a customer is struggling to operate a product or locate a resource on a website, the CSR no longer has to dictate the instructions verbally. They can now show the customer what steps to take using the display right in front of them.

This is especially important because User Interfaces constantly change. If a CSR and the customer aren’t sharing the same browser, they could easily be looking at two different layouts, rendering the verbal instruction ineffective, as some of the instructions won’t apply. The result is that easily resolved issues take much longer to fix, and that hurts the relationship between the company and its customers.

Solid cobrowsing software allows a company to provide highly functional, personalized customer service, which means that even complex issues can now be resolved in record time. It ensures a positive customer experience, and that is essential to any company’s future.

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