In 2018, Comm100 released our co-browsing capability. Co-browsing allows the agent to instantly view and interact with a customer’s web browser – when invited – so they can eliminate barriers to communication and troubleshoot issues more easily. Co-browsing can be used for sales and support, to demonstrate a feature or capability to a customer or to walk her through the solution to a complex technical issue.
Our customers had an average of 93 co-browsing sessions per month. Each co-browsing session averaged 3 minutes and 59 seconds. Given that it is easier to talk than to type, we can assume that chats involving co-browsing are likely shorter than chats without co-browsing. This would indicate that co-browsing can be a valuable time-saver for your agents. But that’s not the only benefit: visitors also love this capability, rating co-browsing sessions an average of 89.3% – more than six points higher than the average overall CSAT for 2018 (83.1%).