Chapter 10
Average of 194 sessions per month | 88.65% customer satisfaction rating | 3 minutes 56 seconds average chat duration
Co-browsing delivers shorter chat time and higher CSAT scores both of which speak to a higher resolution rate. Customers love it when you help them to get to success! If you aren’t employing co-browsing where it can assist your clients, you may be missing a big opportunity.
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.
Co-browsing can reduce chat times while simultaneously providing your customers with a more genuine and personalized service experience. Strong CSAT scores are all the proof you need that this capability pays strong dividends.
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.