Online Shopping with Samesurf Co-Browse

Samesurf invented modern co-browsing.

Online shopping has transformed the retail landscape, offering unparalleled convenience and access to a world of products from the comfort of our homes. Yet, for all its advantages, it often lacks the personalized, human touch of a traditional shopping experience. When you’re browsing a physical store, a sales associate is there to answer your questions, offer recommendations, and guide you through your purchase. Online, that guided experience is often replaced with a sterile, self-service model, leading to confusion, frustration, and a staggering rate of shopping cart abandonment.

This is where Samesurf Co-browse comes in, bridging the gap between the efficiency of digital commerce and the personalization of in-store shopping. Samesurf Co-browse isn’t just a tool; it’s a new way of doing business, turning a solitary online journey into a collaborative one. It brings the sales associate directly to the customer’s “digital aisle,” creating a shared space where they can browse, discuss, and purchase together in real-time. By moving beyond traditional chat and phone calls, retailers can create a seamless, visual, and highly effective customer engagement model.

What is Samesurf Co-browse?

Samesurf Co-browse is a sophisticated yet simple-to-use technology that allows a customer service agent or sales associate to join a customer on their online journey, securely and in real-time. Unlike screen sharing, which can be cumbersome and expose a customer’s entire desktop, Samesurf Co-browse focuses only on the web browser. The agent and the customer see the exact same page, and with the customer’s permission, the agent can actively participate—pointing out features, highlighting text, and even filling out forms. This shared, interactive experience is what makes Samesurf Co-browse a game-changer for online retailers. It removes the friction of trying to explain a visual issue over a phone call or through a disjointed chat, and replaces it with a seamless, visual conversation. This isn’t just about problem-solving; it’s about providing a consultative experience that mirrors the best of in-person retail.

Reintroducing the Personal Touch

The impersonal nature of online shopping is a major reason why many customers feel hesitant or unsure about their purchases. They have questions that a FAQ page can’t answer, or they need help comparing products that seem similar. With Samesurf Co-browse, online retailers can reintroduce the valuable element of human interaction. A customer looking at a high-value item, like a new piece of furniture or an expensive electronic, can instantly connect with an expert. The sales associate can then walk them through the product page, demonstrate its features, and address specific concerns. This personalized guidance not only builds customer confidence but also provides a level of service that makes the brand stand out in a competitive market. It’s the digital equivalent of having a knowledgeable friend shop with you, offering advice and making sure you get exactly what you need. This enhances the customer experience, fostering brand loyalty and making the customer feel valued and heard.

Boosting Conversions and Reducing Abandonment

The high rate of shopping cart abandonment is a major challenge for e-commerce businesses, with studies showing rates often exceeding 70%. Customers often get to the checkout page only to be met with a confusing form, unexpected shipping costs, or a simple technical glitch that they can’t resolve on their own. Samesurf Co-browse directly addresses this problem. An agent can initiate a co-browse session when a customer appears to be struggling on a specific page, such as a complex product configurator or the checkout process. By guiding the customer through each field, the agent can resolve issues in real-time, preventing the customer from giving up in frustration. This reduces friction and makes the path to purchase a smooth, hassle-free experience. By intervening at these critical moments, Samesurf Co-browse can significantly increase conversion rates and boost a retailer’s bottom line. The proactive nature of this support turns a potential lost sale into a successful transaction.

Enhancing the Sales Process

Samesurf Co-browse is not just for customer support; it’s a powerful tool for assisted sales. A sales agent can use it to provide a highly effective, one-on-one consultation. For example, a retailer selling custom-made items can use Samesurf Co-browse to help a customer design their product in real-time. The agent can use the co-browse session to point out customization options, explain material differences, and show the customer how their choices will affect the final product. This not only clarifies the buying decision but also provides an opportunity for upselling or cross-selling. The agent can suggest complementary products or premium upgrades, all within the collaborative, visual context of the Samesurf Co-browse session. This ability to visually and verbally guide the customer to a better, more complete purchase can lead to a significant increase in the average order value.

Key Features of Samesurf Co-browse for E-commerce

Samesurf Co-browse is packed with features designed specifically to optimize the online retail experience:

• In-Page Control Passing: Agents can take control of the mouse and keyboard to guide a customer, filling out forms or navigating the site on their behalf, with the customer always retaining the ability to regain control.
• On-Screen Annotations and Cursor Tracking: Agents can use a virtual pointer to highlight specific elements on the page, circle buttons, or draw on the screen to draw attention to important information, making it easy to provide visual instructions.
• HD Audio and Video Chat: The platform offers seamless integration of high-definition audio and video chat, allowing for a truly personal, face-to-face consultation while co-Browse.
• Session Recording: For training, quality assurance, and compliance, all co-browse sessions can be recorded, providing a complete record of the interaction.
• In-depth Analytics: The platform provides detailed analytics on session duration, customer behavior, and interaction history, offering valuable insights into common pain points and conversion blockers.
• Security Features: Samesurf offers robust security, including single-tab sharing, field redaction to automatically hide sensitive information, and end-to-end encryption to ensure customer data is always protected.
• Cross-Device Compatibility: Samesurf Co-browse works flawlessly across all devices and browsers, including mobile, ensuring that a customer on a phone can receive the same high-quality support as one on a desktop.
• Install-Free & Code-Free: There are no downloads, plugins, or complex installations required for either the customer or the agent. The session can be initiated with a single click, making it incredibly easy to use.

Security and Trust: A Top Priority

In the world of online shopping, security is paramount. Customers are often hesitant to share their screen for fear of exposing private information. Samesurf Co-browse is built with enterprise-grade security to ensure that both the customer and the business are protected. Unlike traditional screen sharing, Samesurf Co-browse only shares the specific browser window or tab. The agent cannot see other applications, private files, or other open tabs on the customer’s device. Furthermore, advanced features like field redaction can be configured to automatically hide sensitive information, such as credit card numbers or passwords, from the agent’s view. This level of security and privacy builds trust, encouraging customers to feel confident in accepting help, and allowing retailers to provide a compliant and safe shopping experience that meets stringent standards like GDPR and PCI-DSS.

Beyond the Purchase: Customer Loyalty and Support

The value of Samesurf Co-browse extends far beyond the moment of purchase. Retailers can leverage it for post-purchase support and building customer loyalty. A customer might need help with a product’s setup instructions, or they might have a question about their account. Instead of a frustrating back-and-forth email exchange, an agent can start a Samesurf Co-browse session to guide them through the online manual, help them navigate their account settings, or troubleshoot a problem. This seamless support experience leads to higher customer satisfaction, which in turn fosters brand loyalty and positive word-of-mouth. Happy customers are repeat customers, and Samesurf Co-browse is a powerful tool for ensuring every customer interaction is a positive one. By providing a truly helpful and personalized experience, retailers can turn a one-time shopper into a lifelong brand advocate.

Conclusion: The Future of E-Commerce

The digital aisle is here to stay, but it doesn’t have to be a lonely place. Samesurf Co-browse is revolutionizing online shopping by reintroducing the human element, providing a level of personalized service that was once exclusive to brick-and-mortar stores. By boosting conversions, reducing cart abandonment, and enhancing customer support, Samesurf Co-browse offers online retailers a significant competitive advantage. It’s a technology that not only improves the shopping experience for customers but also empowers sales and support teams to be more effective. As the e-commerce landscape continues to evolve, the brands that succeed will be the ones that prioritize connection and collaboration. Samesurf Co-browse is the key to unlocking that future, one shared browser at a time.

Visit samesurf.com to learn more or go to https://www.samesurf.com/request-demo to request a demo today.