Why Companies are Integrating Samesurf Cobrowse into their Call Centers

In the past, having a conversation with a customer service agent was the easiest way to get help with an issue. But today, this method is not simply cutting it. So, why are call centers integrating visual engagement solutions like Samesurf Cobrowse? It simply boils down to the fact that Samesurf Cobrowse supports seamless and ultra-secure instant collaboration between clients and agents which affords several advantages to customers over traditional voice and chat interactions. 

Here are eight advantages that flow from integrating Samesurf Cobrowse into traditional call centers:

Visual Assistance: Samesurf co-browsing allows agents to view and/or interact with the exact same content as the customer, enabling them to guide them through processes visually. This can reduce confusion and make problem-solving more efficient.

Faster Resolutions: With the ability to cobrowse instantly and directly with the same client experience journey, agents can quickly identify issues and implement effective solutions. This advantage often resolves issues in a fraction of the time it would take over the phone or chat.

Enhanced Understanding: Customers can show agents exactly what they’re experiencing, leading to a more accurate understanding of the issue. This can eliminate misunderstandings that often occur over voice based communications.

No Need for Technical Jargon: Samesurf cobrowse minimizes the need for customers to explain technical issues, as agents can directly observe the problem in order to reduce frustration and streamline communication.

Increased Engagement: Samesurf cobrowsing can create a more collaborative experience, making customers feel more involved and supported throughout the entire process.

Reduced Wait Times: Clients spend less time waiting for help as Samesurf co-browsing can facilitate faster connections to the right solutions without extensive back-and-forth explanations.

Simplicity: It can be easier for customers to navigate complex processes and/or troubleshoot issues with an agent’s guidance, making it more accessible for those who may not be as tech-savvy.

Less Stressful Experience: Most customers find visual interactions that relate to complex issues less intimidating than voice calls which leads to a more positive experience overall.

Conclusion
With today’s heightened expectations for customer support, utilizing outdated call center models is insufficient to satisfy your customers while competing with rival businesses who may provide a wider toolset of support features. Implementing modern contact center solutions like Samesurf Cobrowse has been proven to provide a more efficient and higher converting experience for a business’ clients and prospects.

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