During the holidays, it’s better to give than to receive. When you’re giving a customer the answer they need, sometimes the fastest way to do that is to be there with them. And while it’s impossible to help every customer in person, you can join them on their browser screen. By typing this little command – ‘!see’ – you can co-browse with a customer and help them out in seconds.
Today’s Theme: Co-Browsing
Co-Browsing helps you view and, if needed, control your visitor’s browser window (With their permission, of course). This makes it as direct and simple as possible to deliver customer happiness. Olark Co-browsing helps you show your customers how to find items they are looking for, how to use features and even how to negotiate the check-out process. Co-Browsing is also transforming the way we help customers who are having technical problems. Now operators can show them exactly how to solve their problems in real time. It even works on mobile.
Co-Browsing has two modes, and both modes require the visitor to give their consent:
- Highlight mode – This mode allows an operator to highlight a particular element on the page the visitor is viewing.
- Control mode – This mode allows an operator to move the customer’s mouse cursor around and interact with the page they are viewing.
As Rochelle of FamilyID explains to us, customer service is the company’s top priority, and the ability to co-browse enables them to provide really quick and useful service via chat. “Customer service is the most important thing we do. Most customers, without hesitation, will let us co-browse with them and answer a question or solve a problem in seconds flat. It’s so simple and effective – we love it.”
If you’re an Olark customer already and are interested in turning this feature on, you can find more information here.
Are you using Olark for co-browsing? Or have other tips for great chatting? If so, leave a comment here or tweet at us @Olark and use the hashtag #12DaysofChatmas and you might win a $20 giftcard from Bonobos or Birchbox!