Co-Browsing Technology Featured Articles

LiveLOOK to Discuss Importance of Co-Browsing Technology in the Contact Center

July 22, 2013
By Blaise McNamee, Web Editor

In sales and customer service, customer engagement is the name of the game. Businesses spend an exorbitant amount of time and money every year developing new techniques and technologies to better understand and serve their customers.

And rightly so: Several recent studies have shown that customers are far more likely to buy a product or service if they are provided with a positive, personalized service experience. Conversely, a negative customer experience has an even larger effect in the opposite direction. The digital space, in particular, can be both confusing and frustrating for customers, and so mistakes in this area can be quite costly. Thus, every step taken to deliver a pleasant online experience for customers is a worthwhile one. 


 Many companies turn to VOC programs, usability studies, and robust CRM systems to tell them precisely who their customers are, how they act, what they like, and what problems they have. Building comprehensive customer profiles can go a long way toward delivering personalized customer experiences tailored to each individual’s unique needs and preferences. However, no amount of data can provide the quick, accurate, and thorough assistance to online customers afforded by agents using co-browsing technology. 

In an upcoming webinar on Wednesday, August 7 at 2:30pm ET, titled “What You Don't Know About Your Customer Can Hurt You: Co-Browsing Technology’s Place in the Customer Service Toolbox,” LiveLOOK will discuss the wide ranging benefits of an instant, real-time visual connection for the online customer experience. The presentation will examine the role of co-browsing technology and how it can lead to increased conversion rates, increased first call resolution, enhanced agent-customer interactions, and higher customer satisfaction scores. With one click, agents gain a complete, dynamic view of the online visitor’s screen, allowing them to see exactly what the customer is seeing and thus seamlessly guide them through even the most complex sales and customer service processes.

Customer service and sales professionals interested in learning precisely how co-browsing technology can enhance their contact centers can attend the webinar for free by registering on LiveLOOK’s website.




Edited by Blaise McNamee

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Upcoming Webinar

What You Don't Know About Your Customer Can Hurt You

What You Don't Know About Your Customer Can Hurt You: Co-Browsing Technology's Place in the Customer Service Toolbox
Join LiveLOOK on Wednesday, August 7 at 2:30 ET for a webinar on co-browsing as a critical component of contact center technology.

Featured Use Cases

Use cases: for Customer Service
Customer support. A customer requests help finding information or understanding on-site functionality. By co-browsing, a customer service agent quickly and accurately solves the customer's problem.

Presenter Use Cases for Customer Service
Product demos. A customer has questions about a product or service. A customer service agent shares his or her screen with the customer to visually present the answer, avoiding misunderstandings and quickly resolving any questions or concerns.