Co-browsing and screen sharing are types of visual engagement software. they allow a customer service agent to share an online view with customers. Agents can walk customers through your website, a demo, or even though a process such as ordering or filling out a form. Agents can also highlight important links or information or even take control of the customer’s screen. And customers’ private information can be masked so they can work with confidence.
Sounds great, doesn’t it? But what benefits will you see? Take a look at the list below and learn more…
1. Grow ROI
ROI, or Return on Investment, is important to every business and one of the top priorities. But how can your business maintain a higher ROI and gain higher profits in a competitive world?
Visual engagement solutions like co-browsing, screen sharing, and agent video make online customer service instant, relevant, and effortless. Does this result in hard ROI? Without a doubt. In fact, according to Aberdeen Group research, businesses employing visual engagement tools enjoy an 83% greater year-over-year increase in annual company revenue compared to those who don’t.
2. Improve Customer Service
The quality of your customer service can make or break your business. That’s why it’s so important to make sure you put a great deal of effort into this area.
Using visual engagement software cuts out a lot of unnecessary frustration for both agents and customers. This, in turn, creates higher satisfaction for agents and customers. If your business offers competitive customer service, you can grow customer loyalty, raise your Net Promoter Score (NPS) and Customer Effort Score (CES), increase sales, and more.
3. First Call Resolutions
When you utilize visual engagement software, your customers will have a better ability to understand the process of what is being shown or explained by agents. Agents can even teach customers to do processes themselves, like handle billing or fill out forms. Self-service can be very empowering for customers. Moreover, you will improve first call resolutions, as you shrink the chance that customers will have to call back for the same reason.
Many people are visual learners. If they can actually see an agent walk them through a process, it’ll help them learn better. This increases customer confidence and trust in your business, encouraging them to come back to do business with your company time and time again.
4. Repeat Customers
When customers are happy with the quality of customer service they received, they’re much more likely to provide repeat business. Consider these statistics that come from research from companies using visual engagement software:
- 62% of organizations view customer experience provided through contact centers as a competitive differentiator. ~ Deloitte
- 86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations. ~ CEI Survey
- 98% of respondents said that customer experience was among the top 3 factors in deciding whether or not to do business with a company. ~ Kissmetrics
- 70% of buying experiences are based on how the customer feels they are being treated. ~ McKinsey
- 45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly. ~ Forrester
Visual engagement for better customer conversations
As you can see, quality customer service is a driving force improving customer transactions. When you utilize visual engagement software, your level of customer service will skyrocket and customers will feel more comfortable coming back to give patronage to your business, not to mention recommending your company to their friends. It’s a win-win for both of you!
To learn more about how you can utilize visual engagement software in your business, read the free eBook, “Do I Need Visual Engagement Software? 10 Questions to Ask Yourself.”
Glance empowers companies to make doing business online easier and more personal through tightly integrated yet modular visual engagement solutions such as cobrowse, screen share, agent video, and more. Glance has out-of-the-box integrations with Salesforce.com, SAP, LiveOps, Zendesk, and other solutions. In addition, our offerings integrate with a broad range of customer-facing platforms and tools to quickly provide a connection that is secure and always works. Learn More>>>