Still asking clients for screenshots of what they're seeing? 👀 If a picture is worth a thousand words, how much is a real-time view worth? 🤔 #cobrowse #customersupport #saas #communication #contactcenter
About us
Be there when customers need you most. Cobrowse is a leading provider of collaborative browsing solutions for customer-focused businesses across the world. Our solutions for web and mobile applications deliver excellent customer experiences when it matters most. How your sales and support functions perform at critical moments is key to establishing trust and long-term customer loyalty. That’s why we are dedicated to one thing: delivering the most powerful, flexible, and trustworthy co-browsing solution in the world. Better technology means better outcomes, for both customers and agents. Cobrowse.io provides full support for web browsing and mobile applications, integrates with a variety of CRM solutions “out of the box” and includes a wide range of value-add features, including compliant data masking, screen annotation and remote control. Cobrowse.io also comes with multiple session initiation options and is enterprise-ready, with flexible hosting options available: in the cloud, self-hosted or on-premises.
- Website
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https://cobrowse.io
External link for Cobrowse.io
- Industry
- Software Development
- Company size
- 11-50 employees
- Headquarters
- Cloud and On-premise
- Type
- Privately Held
- Founded
- 2018
- Specialties
- Customer Loyalty, Customer Experience, Digital Customer Service, Cobrowsing, Contact Centre Services, Contact Centre Software, Mobile Application Support, SaaS, Screen Sharing, CRM Integration, Cloud Contact Centre, Compliant Co-Browsing, Customer Service, and Mobile Customer Support
Locations
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Primary
Cloud and On-premise, US
Employees at Cobrowse.io
Updates
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Don't underestimate the impact of customer education 🎓 This year an interesting report done by Forrester highlights the value of formalized education programs. Customers who have been targeted training see a 26.2% increase in CSAT and a 38.3% increase in product adoption. Every support interaction is a chance to educate. #customersuccess #customereducation #supportmetrics
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Who else is going to the annual Customer Success Festival in Boston next month? Our team is looking forward to covering some great session content and networking with other Customer Success professionals while we are in town! Will we see you there? Customer Success Collective
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Is AI driving down Customer Success metrics? Companies like Klarna have managed to reduce 2/3 of their chats by implementing AI. So why are companies reporting longer handling times and lower resolution rates? Simply put, the tickets that remain after AI screening tend to be more complex cases that require greater effort to resolve. Want to learn more? Below is a link to our case study with Klarna, highlighting the impact of Cobrowse on these complex cases.
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Here are some eye-opening CS stats 👀 Churn Reduction: Implementing a robust customer success strategy can reduce customer churn by a whopping 24%. Boosting Revenue: Did you know a mere 5% increase in customer retention can potentially increase company revenue by 25% to 95%? Impressive ROI: For every dollar invested in customer success, companies can see a return of $3 to $5. #customersuccess #saas #businessgrowth
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A new(ish) trend is emerging in the customer support space—and no, it's not AI. It's community-driven knowledge bases 🎓. Creating a collaborative environment where users can share key learnings and seek feedback offers a robust way to facilitate self-service and gain insights into market perceptions of your product. The success of these platforms hinges on the structure of these public forums and your company's ability to engage and activate users effectively. What is your favorite user community?
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Educating users isn't just about resolving a single issue, it's about empowering them for long-term success. 🎓 Done correctly, you'll see: ☑ Fewer repeat tickets: Users solve issues independently. ☑ Greater product adoption: Knowledgeable users explore more features. ☑ Enhanced customer loyalty: Confident users are satisfied users. It's a win-win, fewer tickets and more empowered users #customersuccess #bestpractices #usereducation
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Curious about co-browsing but not sure about the impact it can have on your team? 🎯 Check out our newest blog post about measuring the ROI! 💸
Calculating the ROI for co-browsing - Cobrowse.io
cobrowse.io
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As client-facing technologies become widely adopted, customers increasingly notice companies that lag behind. 🍏 Shops without Apple Pay 🛒 ▶ Cars without CarPlay 🚗 💻 Airlines without Wi-Fi onboard 🛫 Considering the chart below, how long do you think it will be until a support interaction without co-browsing feels odd?
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For those looking to improve their CSAT, have you taken a look at your ASAT? Happy agents = happy customers 😃 So what leads to agent satisfaction and what happens when you get it right? Check out our most recent blog post to learn more! #customersupport #contactcenter #csat #asat
The importance of Agent Satisfaction (ASAT) in the contact center - Cobrowse.io
cobrowse.io