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Co-browsing for Contact Centers


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Co-browsing is instant screensharing for customer support without any downloads or software required. Learn how to contact centers can cut costs, reduce call time and increase customer satisfaction with co-browsing.

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Co-browsing for Contact Centers

  1. 1. Co-Browsing for Contact CentersPRESENTED BY
  2. 2. #cxmseriesLive Tweeting@stratuscxm
  3. 3. Justin DennisDirector
  4. 4. Multichannel Contact CenterWe understand the connected customer.Our contact center enables you to meet yourcustomer where they choose. We providecustom solutions from high-touch call centerservices to social media managed support.Our products and services include:
  5. 5. Justin Meltzer Co-Founder @usefireflyWednesday, February 27, 13
  6. 6. Co-Browsing for Support Firefly provides a feature-rich co-browsing solution for support activities including customer support, sales support, and IT troubleshooting. It integrates seamlessly with your existing phone and/or chat solutions.Wednesday, February 27, 13
  7. 7. What is co-browsing? Is it screen sharing? No! No Downloads or Installations. Period. Contained to a browser tab. JavaScript vs. Java View-only, highlighting, or remote controlWednesday, February 27, 13
  8. 8. Why Co-Browse? Customer Support • Efficiently diagnose website issues • Enforce feature learning Sales Support • Walk customers through complex sales transactions • Synchronize between customer and agent • Easily upsellWednesday, February 27, 13
  9. 9. DemoWednesday, February 27, 13
  10. 10. “Live-assist communication channels (phone, chat, cobrowse) have much higher satisfaction ratings than asynchronous electronic channels (email, web self- service). Satisfaction ratings are:  phone (74%), chat (69%), cobrowse (78%), email (54%), and web self- service (47%).” - Forrester Source: forrester_technographics_data_points_to_increased_communication_channel_usage_with_inconsistent_satisWednesday, February 27, 13
  11. 11. Customer Expectations Have ChangedForrester, “Transform The Contact Center For Customer Service Excellence.” Kate Leggett, June 22, 2012
  12. 12. Establish BestPractices
  13. 13. Gain Support &Alignment– Executives - $– Peers– Staff
  14. 14. Ensure Success– Communication Plan– Org Alignment– Clear Guidelines,Roles & Rules
  15. 15. Contact Cost Avoidance– Customer Preferences: Channel Content Customer Information
  16. 16. GettingPurpose
  17. 17. Establish Team LeadsTrainingOngoing SupportEscalation Paths
  18. 18. Questions fromChat & Twitter
  19. 19. Thank You | For more InfoPlease