Exceptional Customer Service with Co-Browsing

Exceptional customer service drives customer satisfaction. True, and in order to provide the best customer service, you should have better relationship with your prospects and customers and at the same time use different technologies that can balance their happiness.

 

Co-browsing, being deployed across many serious industries at present plays a major role in many savvy business’ routines. It’s used for customer/sales support, online shopping, trainings, collaboration, transactions and more.

Co-browsing “why”s

If you are still unaware of co-browsing “why”s, let’s start with the simplest one - with co-browsing you can see exactly what your prospect/customer sees. You, in your turn, can use the pointer to guide throughout the website, show the products/services, help to choose the best one for the case and help complete the purchase. And the most important fact is that co-browsing guaranties security while sharing your web. What else is needed for a successful business?

Co-browsing “how”s

How co-browsing works? There are many solutions in the market, but I’ll mention the way, the  best one can perform.

• works with any browser on any computer
• works across all firewalls and pop-up blockers
• works on mobile devices
• works with complex pages and technologies
• limits view to any combination of web domains, web pages, desktop applications, documents, etc.
• hides/blocks sensitive data like credit card numbers or account numbers
• does not store any customer information, ensures regulatory compliance

 Co-browsing “pros”

What values will co-browsing add to the business? Really worth ones:

• real time assistance
• customer service improvement
• customer satisfaction and loyalty increase
• first call resolution rates increase
• call handling time decrease
• self-service tools adoption
• agents empowerment
• confidence increase
• revenues increase
• new visibility into the customer experience

Many financial and governmental services, retail, telecom, insurance and travel companies already use co-browsing and they saw significant increases in customer satisfaction scores. If you’re not in the list yet, hurry up; use co-browsing for your business success!

Turn Your Website into Live Environment

The majority of website visitors become happy when they find live chat, especially when it’s their first visit to the website and they have lots of concerns. For sure they’ll get answers to most questions, but it will take quite a lot of time. So, the live chat button should be placed on the most visible part of your website.

What are the live chat benefits? There are lots of them; I never heard any negative feedback about "live chat "presence.

Sales Increase

It’s a proven fact that live chat increases sales. Imagine you visited a website and in the variety of choice you doubt which item to buy. You click on the live chat button and receive the needed assistance. You’re sure to make a purchase in case of a good customer experience.

Customer Loyalty

Most of the online shoppers prefer live chat to the phone. Not in all cases they can phone and speak to the rep. It’s easier and convenient to turn for help just clicking a few tabs, this can be done in most situations even then you’re at work. You have a chance of making your customers happy by offering the experience they want and in this way creating customer loyalty. Love your customers and they'll love you back!

“Customer loyalty is priceless”

Customer Service Improvement

Today customer service is a key component of your business success. If the customer is treated properly and in time, your business wins. If you're out of quality, you're out of business.

“Kind words can be short and easy to speak, but their echos are truly endless”

Competitive Advantage

Always remember that competition is one click away! Give customers the experience they expect and even more and you’ll keep them by your side forever.

“If you’re not serving the customer, your job is to be serving someone who is”

Customer Feedback

While contacting with your customers, you can ask for a feedback. I have no doubt if you satisfied the customer, he’s sure to give you an innocent feedback, which is the most valuable thing for your company. Build real relationships with your customers, focus on your customer's needs, requirements and questions and your company will benefit!

“Your most unhappy customers are your greatest source of learning”

Lead Generation – a challenge or a must?

Every now and then we hear about getting new customers, gaining customer loyalty, winning more customers, converting leads into customers, filling sales funnel, etc. and all this is about lead generation.

Lead generation is one of the most critical and challenging components for any business. It’s proved to be responsible for 42% of total sales. Lead generation combines many activities in it, starting with setting objectives → getting visitors → converting them to leads and a good follow up. 

“60% of the marketers name lead generation as one of their top three priorities and 26% say it’s their highest priority”

 

“17% of marketers spend 15+ hours a week on lead generation”

 

Lead generation methods can be conducted online and offline. The leads may come from various activities: via the Internet, through calls, through advertisement, list purchase, referrals, telemarketers, and advertisements. Here are some crucial lead generation activities:

Email

• 42% of businesses name email as one of their most effective lead generation channels
• 80.8% of users report reading email on mobile devices

Telephone

•  real-life conversation is the best way to build a connection

Content Marketing

• 81% of businesses have reported their blog as useful or critical to generating leads
• 43% of marketers generated a customer via their blog with less than 10% of total time allocation
•  9% of lead generation companies employ a full-time blogger

Social Media

• 62% of companies say that social media has become a more important source of leads and 53% of businesses have one person dedicated to social media activities at the company
• Marketers rate social media as the second-most important factor (64%) in search, behind only strong content (82%)
• 65% of B2B companies have generated a lead from LinkedIn
• 77% of B2C companies have generated a lead from Facebook
• 40% of marketers report that Google+ is critical to their business
• Businesses with 301 to 1,000 Twitter followers have over 5 times more traffic than those with 1 to 25 followers
• Companies that use Twitter average double the amount of leads per month than those that do not
• 83% of Pinterest users are women. In the U.S., the most popular categories are Fashion, Desserts, Clothes and Birthdays

Trade Shows /Conferences

• 35% of B2B marketers say that ‘live events’ are most effective for lead generation’ pile

Webinars

• 80% of users said they would register for a whitepaper/ebook, while only 31% would register for a webinar

Search Engine Optimization

• 61% of global Internet users research products online
• 57% of B2B marketers say SEO has the biggest impact on their lead generation goals
• 70% of the links search users click on are organic — not paid
• 46% of daily searches are for info on products or services
• 75% of users never scroll past the first page of search results

Surely a good budget is needed for all these activities. According to HubSpot survey where 167 marketing professionals answered how they spent their marketing budgets and how effective each technique was in generating sales leads, the budget breakdown was as follows:

Sources: BtoB Magazine, Marketing Charts, HubSpot, MediaPost, Mindjumpers