Comm100 introduced co-browsing capabilities in early 2018, and adoption has grown exponentially with a 108% increase in average sessions over last year.
Co-browsing allows the agent to instantly view and interact with a customer’s web browser so they can more easily troubleshoot issues in real-time. This feature can be across any industry for any use case – from sales to support – either for walking through a demo with a customer or visually showing the solution to a complex technical issue.
Our customers had an average of 194 co-browsing sessions per month. Each co-browsing session averaged 3 minutes and 56 seconds, or one third of the average chat duration of 11 minutes and 55 seconds.
Combined with other metrics, we can see that customers also love co-browsing, rating their sessions an average of 88.65% – 5.61 points (or nearly 7%) higher than the overall 2019 CSAT of 83.04%.
For organizations looking to increase efficiency without sacrificing quality – or in fact increasing it –co-browsing is a must. It’s a win-win for both organizations and their customers.
Co-browsing allows the agent to instantly view and interact with a customer’s web browser so they can more easily troubleshoot issues in real-time.