#co-browsing

[jesvira]

How Co-Browsing Improves Engagement and Support in Healthcare and Pharma

In today’s fast-paced digital world, co-browsing is emerging as a game-changer in customer engagement. Co-browsing, or collaborative browsing, enables real-time, shared browsing sessions between a customer and a representative. Unlike screen sharing, it focuses on a specific browser tab, ensuring privacy and targeted assistance. This technology has transformed customer interactions, especially in the pharmaceutical sector.

What is Co-Browsing?

Co-browsing allows customer service teams to interact with users directly on a webpage. Representatives can highlight sections, fill out forms, or provide step-by-step guidance without requiring customers to install additional software. This simplicity has made it a preferred tool for enhancing customer satisfaction.

Co-Browsing in Pharma

Pharma companies often deal with complex information and processes, such as assisting healthcare professionals (HCPs) with technical details or guiding patients through online portals. Co-browsing simplifies these interactions, ensuring clarity and reducing errors. Representatives can help HCPs access resources or troubleshoot issues in real time, building trust and improving the overall experience.

Key Advantages of Co-Browsing

Improved Customer Support By enabling real-time assistance, co-browsing reduces resolution times and enhances customer satisfaction. Representatives can guide users through complex processes, such as onboarding or prescription management.

Enhanced Engagement with HCPs Co-browsing fosters better communication with HCPs, providing them with the tools and resources they need efficiently. It allows pharma representatives to deliver personalized guidance, ensuring HCPs fully understand the product or service.

Data Security Unlike traditional screen-sharing methods, co-browsing prioritizes user privacy. Sensitive data, such as payment information, remains hidden, making it a secure choice for pharmaceutical applications.

Increased Efficiency Co-browsing eliminates the need for lengthy email exchanges or phone calls, allowing for instant solutions. This not only saves time but also improves the overall customer experience.

Implementing Co-Browsing in Pharma

Pharma companies can integrate co-browsing into their customer relationship management (CRM) systems to enhance their support services. By training their teams and leveraging this technology, they can streamline operations and improve both HCP and patient satisfaction.

Conclusion

Co-browsing is revolutionizing the way pharmaceutical companies interact with their customers and HCPs. By offering real-time, personalized, and secure support, it bridges gaps in communication and enhances user experience. For companies aiming to build stronger relationships and achieve operational efficiency, adopting co-browsing technology is a vital step forward.

[pharma360]

Co-Browsing: Why Your Business Needs It?

In the ever-evolving digital landscape, businesses are constantly searching for innovative ways to improve customer service. One such technology that has gained significant traction is co-browsing. Co-browsing, short for collaborative browsing, is a powerful tool that allows customer service representatives to interact with customers by sharing their web browser screens in real time. This seamless, real-time interaction can drastically enhance the customer experience, making support more efficient and effective.

What is Co-Browsing?

Co-browsing technology that enables two or more people to browse the web together in real-time. Unlike screen sharing, which shows the entire screen, co-browsing is confined to the browser window, ensuring a more focused and secure interaction. With co-browsing, a customer service representative can view and interact with a customer's web page, helping them navigate, fill out forms, or troubleshoot issues without needing to take control of their entire computer.

Key Features of Co-Browsing

Real-Time Interaction: Co-browsing allows for instant, real-time interaction between a customer and a support agent, facilitating immediate problem-solving.

Security: Sensitive information, such as passwords and personal details, can be masked or hidden, ensuring privacy and security.

Ease of Use: No need for downloads or installations; co-browsing works directly through the web browser.

Cross-Platform Compatibility: Co-browsing can be used across various devices and operating systems, making it accessible to a wider audience.

How Co-Browsing Enhances Customer Experience

1. Personalized Support

Co-browsing allows customer service representatives to provide personalized support tailored to the specific needs of the customer. Instead of giving generic instructions, agents can see exactly what the customer is seeing and guide them step-by-step through the process. This direct interaction can lead to faster resolution times and a more satisfying customer experience.

2. Reduced Resolution Time

By enabling agents to see the customer’s screen, co-browsing eliminates the need for lengthy explanations. Agents can quickly identify the problem and offer precise solutions, significantly reducing the time it takes to resolve issues. This efficiency is especially beneficial in complex situations where customers might struggle to describe their problems accurately.

3. Increased First-Contact Resolution

With the ability to co-browse, customer service representatives are more likely to resolve issues on the first contact. They can see the problem firsthand, understand it better, and provide a solution without needing to escalate the issue or transfer the customer to another department. This improves overall customer satisfaction and loyalty.

4. Enhanced Customer Engagement

Co-browsing facilitates a higher level of engagement between customers and agents. Customers feel more supported and valued when they receive immediate, hands-on assistance. This positive interaction can lead to a stronger relationship between the customer and the business, fostering long-term loyalty.

Use Cases for Co-Browsing

1. Technical Support

For technical support teams, co-browsing is a game-changer. It allows agents to directly see the technical issues customers are facing and guide them through troubleshooting steps. This can be especially useful for software companies, where issues might be complex and difficult to explain over the phone or through email.

2. Online Sales

Co-browsing can significantly enhance the online shopping experience. Sales representatives can assist customers in real-time, helping them navigate the website, compare products, and complete purchases. This personalized assistance can reduce cart abandonment rates and increase conversion rates.

3. Financial Services

In the financial sector, co-browsing can be used to assist customers with complex transactions, such as applying for loans or navigating investment platforms. Agents can guide customers through the necessary steps, ensuring accuracy and reducing the risk of errors.

4. Healthcare

Healthcare providers can use co-browsing to assist patients in navigating patient portals, scheduling appointments, or accessing medical records. This ensures that patients receive the support they need to manage their health effectively.

Implementing Co-Browsing in Your Business

1. Choose the Right Co-Browsing Solution

When selecting a co-browsing solution, it’s important to consider factors such as ease of use, security features, compatibility with existing systems, and customer support. Look for a solution that offers robust security measures to protect sensitive information and provides a seamless user experience.

2. Train Your Team

Proper training is essential to ensure that your team can effectively use co-browsing technology. Provide comprehensive training sessions to familiarize your staff with the features and best practices of co-browsing. This will help them feel confident and capable when assisting customers.

3. Promote Awareness

Let your customers know about the co-browsing support option. Promote it on your website, through email communications, and on social media. Clear communication about the benefits of co-browsing will encourage customers to take advantage of this service.

4. Monitor and Optimize

Regularly monitor the performance of your co-browsing sessions to identify areas for improvement. Collect feedback from customers and agents to understand their experiences and make necessary adjustments. Continuous optimization will help you get the most out of your co-browsing solution.

The Future of Co-Browsing

As technology continues to advance, the capabilities of co-browsing are likely to expand. Integrating co-browsing with other technologies, such as artificial intelligence and machine learning, could further enhance its effectiveness. For example, AI could be used to analyze co-browsing sessions and provide agents with real-time suggestions to improve their support.

Moreover, as more businesses recognize the value of providing personalized, real-time support, the adoption of co-browsing is expected to increase. This will likely lead to further innovations and improvements in co-browsing technology, making it an even more powerful tool for enhancing customer experience.

Conclusion

Co-browsing is a transformative technology that can significantly improve customer support by enabling real-time, personalized interactions. By reducing resolution times, increasing first-contact resolution rates, and enhancing customer engagement, co-browsing helps businesses deliver a superior customer experience. Implementing co-browsing in your business can lead to higher customer satisfaction, increased loyalty, and ultimately, better business outcomes.

By choosing the right co-browsing solution, training your team, promoting awareness, and continuously optimizing your approach, you can leverage this powerful technology to its full potential. As the digital landscape continues to evolve, co-browsing stands out as a key tool for businesses looking to provide exceptional customer support and stay ahead of the competition.

For more insights and information about co-browsing and how it can benefit your business, visit P360.

[astiinfotech1]

Co-Browsing & Calendar Scheduling Tool - Asti Infotech

The customer is King, like never before! There is no denying the fact that we are now living in the times when enhancing customer experience (CX) is the key to retaining loyalty and boosting sales & productivity, irrespective of the industry or sector. A McKinsey research reveals that “improving the customer experience has increased sales revenues by 2 to 7 percent and profitability by 1 to 2 percent.

https://www.astiinfotech.com/co-browsing-calendar-scheduling-tool/

[livecaller-blog]

The 500Georgia Accelerator program has begun! We are happy to be a part of this incredible experience, and to be lucky enough to receive guidance from Silicon Valley's top mentors. Over the last 3 weeks, we discussed our future plans with them and outlined the necessary steps to market LiveCaller globally

[tagove-blog]

[sessionflow-blog]

Welcome to SessionFlow’s new Blog!

We’re excited to announce SessionFlow’s new blog where we'll be publishing weekly posts about our expertise in customer service, different tips and tricks to increase your sales with great client attention, and news related to SessionFlow and the team behind the company.

Looking forward to providing a great online experience for our clients and those who are interested in learning more about how awesome customer service can improve your business, we launched this new communication channel and will be publishing weekly posts that should be a great learning tools.

Along with this new blog, we’ll be active on Twitter at @sessionflow and soon we’ll be joining Facebook as well. We’re looking forward to being in touch with you and bringing you outstanding content that’ll be useful for your endeavours, whatever they may be.

Welcome, again, and please feel free to get in touch with us any time!

[suryaray-blog]

Salesforce.com mobilizes its service cloud

#SuryaRay #Surya In a move that should surprise no one, Salesforce.com is bumping up the mobile capabilities of its Service Cloud offering, making it easier for users of mobile shopping and banking apps to get help and customer service right from the apps running on their smart phones or tablets. In essence, the technology — which needs to be implemented by merchants, banks and gaming providers — aims to keep customers interested and active in their interactions and give them real assistance, said Alex Bard, SVP and GM for Salesforce.com’s Service Cloud and Desk.com unit. The goal is to bring the sort of in-app experience folks now get from the more advanced web applications — co-browsing, in-application support and chat access to knowledge bases and support forums — to their device of choice Say you see a transaction on your bank account  that looks iffy. Service Cloud Mobile will enable you to easily enter an instant chat session with your bank’s customer support agent who can walk you through what it is, when it happened and perhaps who in your family transacted it, if anyone. Or if you are stuck at a certain level of a popular game and you’d like some advice on how to proceed, you could hit a button to enter a community forum or FAQ site to get helpful hints. Current Service Cloud customers include KLM Airlines, Comcast, Activision, and Spotify. The offering wraps in co-browsing technology Salesforce.com acquired last year with its buyout of GoInstant last year. Co-browsing should be available in the second half of the year, access to Mobile Service Cloud Communities and Service Cloud mobile chat is available now. Chat costs $50 per user per month for customers of Service Cloud Enterprise and Unlimited Edition. All of this is pretty important stuff for bankers, merchants, and game impresarios eager to keep existing customers happy and supported — and draw in new customers from less-enlightened competitors. Related research and analysis from GigaOM Pro: Subscriber content. Sign up for a free trial. * The 2013 task management tools market * IT spending update, third quarter 2012 * Public, private or hybrid? How to move to the cloud http://dlvr.it/30lKTW @suryaray

[suryaray-blog]

Penn students build Firefly to make co-browsing drop-dead easy

#SuryaRay #Surya It’s sometimes easy to get jaded about the tech startup scene, which can seem more a grab for fame and fortune than true believers doing what they love. That’s why it’s fun to come across a startup like Firefly, the creation of four University of Pennsylvania undergraduates who want to make it drop-dead easy for companies to guide customers through their websites by co-browsing or sharing screens without plugins or downloads. So if you’re perusing your a healthcare provider’s web site and get stuck on a form, the customer service agent can with a button click,  get in and share that screen — without seeing any of the user’s other tabs or screens — to walk the user through the process. To facilitate this, the company just adds a few lines of JavaScript code to the URL header. The product has gotten some ink  and it is cool. But what impressed me was the co-founders. I met two of the three – Wharton undergrads Patrick Leahy and Justin Meltzer  – at Boston AngelHack last spring, when Leahy was in in the midst of a hackathon road trip. Just coming off the 48-hour Penn Apps hackathon, Leahy Bolt-bused up to Cambridge for the 30-hour Boston AngelHack, before jumping aboard StartupBus, a 70-hour hackathon-on-wheels to South By Southwest, where he was going to participate in — wait for it — another hackathon. Code means a lot to this guy… Firefly co-founder Patrick Leahy   Foresaking Wall Street for code So much, in fact, that Leahy turned down an investment banking internship with a New York financial services giant to focus on programming. “I did one internship on derivatives trading last year and liked it and was going to go back for investment banking, but I want to build the company,” Leahy told me by phone last week. Leahy and another Firefly co-founder Dan Shipper are startup veterans, having already launched Airtime for Email, which gives companies a way to brand their marketing messages in email and track how those emails are treated. Were they read? Nuked? Forwarded? Never opened? Leahy speaks about code as someone who is knowledgeable but still eager to learn. “We wrote the first version of Firefly at Penn Apps using Ruby on Rails but we couldn’t get to the level of complexity we needed so we rewrote it at AngelHack in Node.js. We learned that language at AngelHack and it’s perfect for what we needed,” Leahy said. Picking the right tools “Programming languages are like different sized kitchen knives — they suit different jobs,” he said. Ruby on Rails is a great framework for building “CRUD”  or Create, Read, Update, Delete — applications, he said. ”If you have a big table you want to edit — a customer information page, your sales rep page, Ruby on Rails if fine,” he said. But for Firefly, which needs to handle fast browser-to-browser communication, Node.js was better. “We have to pass messages back and forth so our server sits in the middle and we wrote code to connect all those browsers. This is an evented pattern where you’re having a conversation, listening for things to be said and holding till you hear them. Ruby on Rails is not good for that but a functional programming language like JavaScript makes it easy to call a function to handle an event,” he added. The Firefly foursome used to work out of dorms and apartments but is moving into the offices of First Round Capital, although there are no plans to take venture funding yet. To be sure, Firefly isn’t entering an empty stage. LogMeIn offers a popular screen charing application and Salesforce.com bought GoInstant a screen-sharing company in July for $70 million. But Salesforce is attacking big companies with a full array of analytics and other perks while Firefly focuses on customer service and might be more attractive to smaller companies. Whatever the competitive landscape,  I wouldn’t sell this team short. They show a remarkable maturity that complements their youthful exuberance. Asked if Firefly was seeking venture capital, Leahy was cautious. “We want to get to free cash flow and get stable before thinking about raising money from outside. We want to make sure we can manage our own money first,” Leahy said. http://dlvr.it/2H9gfz @suryaray