Your customer has an urgent query. Don’t leave them hanging: offer a real time solution with live chat.
Our chat system is designed on a no-queue basis. It only shows the chat button when a customer service provider is actually available to talk to your customer. Moreover, CoBrowser puts privacy and security first by working within the browser.
Cobrowser live chat creates a positive customer experience. If no customer service representative is available, no chat button is shown, so your customers never queue.
Cobrowser says: not all pages benefit from a chat button.
Our consultant can advise you on when and where to enable live chat – and when to leave it out. For example, a login environment often leads to urgent requests requiring live chat, whereas in other cases, an email will suffice. Understanding when live chat is essential and when it is superfluous helps distribute manpower: it allows you to free up customer service representatives to deal with urgent requests.
Imagine a shoe store where a customer picks up the same pair of shoes for the third time. A clear indication they could do with some assistance, right? It’s no different online. Proactive chat allows you to fine-tune the exact moment to approach your customer and strike the iron when it’s hot.
Our chat system connects customers to the advisor that is right for them and their query. The system can predict a customer’s query before connecting them by analysing consumer click behaviour, error messages displayed and previous orders to. This helps your team solve their query quickly and precisely.
Use click behaviour to predict customer queries
Our chat system is easy to implement, even without much technical know-how – and of course, we’re here to help. Once your team and system are ready, we can set up goals and matching campaigns, like ‘decrease consumer switching’ or ‘increase quote requests’. During campaigns, you can keep track of your progress using our straightforward dashboard analytics.
Cobrowser says: increase customer satisfaction with no-queue chat software.
Belgium Railway uses our live chat and screen share to improve customer satisfaction and reduce call times.
Visa & Mastercard provider ICS assists customers with screen sharing in their secure customer portal.
International industrial service provider ERIKS increases customer satisfaction in their B2B webshop using our chat.
You can always contact us for more information and case studies.
