(Corporate) communication in the digital world
Communication between companies and their customers is currently changing rapidly. In the digital world, various online channels are used for communication, advice, sales and service.
Using services online has become the norm in many areas of life today: More and more people are forgoing going to the bank in person, for example, opting instead to conduct their banking transactions conveniently via online banking. Insurance policies are taken out online, purchases are made via online shopping and even vacations are booked online. But what about companies that offer products and services that require explanation? Or customers whose requirements are very individual?
In order to be able to react quickly and flexibly to individual customer inquiries and requests, companies need efficient solutions that enable them to meet these requirements. By using co-browsing services, companies can communicate with their customers virtually live and respond to inquiries immediately and personally. In a live consultation, questions can be answered specifically, functions shown directly and knowledge imparted. But what exactly are co-browsing services and where are they used?
What is co-browsing?
Co-browsing is the abbreviation for collaborative browsing and refers to the joint navigation of the World Wide Web by two or more people who can access the same website at the same time. After approval by the customer and without installing their own software, all participants can view the same website synchronously. The so-called host can take control of the website: Scrolling, clicking, opening - all this is transferred to two or more browsers in parallel.
This enables the customer advisor to guide the customer through the website without communication difficulties and with just one click . A particular advantage is that the customer advisor can also guide the customer through forms and order processes, "looking over their shoulders" so to speak. Co-browsing solutions not only allow the user to share the screen content in real time, but also represent a live interface between the provider and the customer.
What is the difference between co-browsing and screen sharing?
Screen sharing: While one participant presents their screen content, other users can communicate with the presenter via telephone, chat or video transmission, but can only watch.
Co-browsing: Does not transmit the screen image, but allows both sides to interact in real time on the same website in the current browser tab, e.g. scrolling, clicking, filling in forms and making other changes. It is therefore not a one-sided presentation, but a shared use of the same Internet resource across multiple browser instances.
In which industries is co-browsing worthwhile?
Co-browsing is suitable wherever users or users may need targeted assistance or advice on websites, forms or ordering processes. Such co-browsing solutions can help companies to reduce the risk of potential customers wanting or having to cancel an order despite an intention to buy, as they are unable to complete the purchase or order process due to a lack of information, poor usability or problems that arise.
However, co-browsing solutions can also help organizations in the non-commercial sector to provide a better service: Questions can be clarified and problems resolved within a very short time, so that individual customer advice can lead to greater customer satisfaction and therefore stronger customer loyalty. One example is the advisor-supported completion of an application without having to go to an office.
Co-browsing services can be used, for example, for
- B2B stores: Showing products that require explanation instead of just explaining them.
- B2C stores: Accompanying and simplifying the ordering process. In addition, cross-selling or upselling opportunities.
- B2B service providers: Bringing services closer "personally".
- B2C service providers: Guide the customer to the relevant services.
- Public authorities: Assistance with applications and forms.
- Schools: Online lessons when children cannot come to school.
- As an extension for website chats, customer and service areas
- Onboarding of new employees through guidance on the intranet
- etc.
The world is currently going through a time in which direct personal contact is potentially hazardous to health. Meetings and collaborative work can be carried out in the home office by all employees without installing specific software. Company firewalls are no problem thanks to co-browsing.
What are the requirements for co-browsing?
Modern co-browsing solutions use WebRTC (Web Real-Time Communication) technology and can therefore be started with a single click in the browser. This means that no additional downloads, installations or plug-ins are required. Basically, the customer needs nothing more than access to a modern browser.
WebRTC is currently supported by the following browsers:
- Mozilla Firefox
- Google Chrome
- Opera
Microsoft (Internet Explorer) and Apple (Safari) do not offer all functions; for example, the transfer of JavaScript triggering and files is not necessarily guaranteed.
arocom has advanced software that combines co-browsing with website chat, file sharing, video and audio streaming. What is particularly exciting is the possibility of integrating this software directly into websites and thus being able to maintain and expand direct customer contact without entry barriers.
Would you like a personal presentation? Make an appointment here: https://www.arocom.de/45
