Cobrowse.io

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

Is AI creating a disconnect between companies and their customers? Gartner recently published a study of almost 6,000 customers that outlined customer sentiment as it relates to AI. They found that 64% of participants would prefer companies not to use AI. This stems from a fear that this technology would make it harder to reach a human agent. Link to the full article in the comments below!

Maintaining consumer trust isn't easy. We understand the challenges businesses face in building trust in digital spaces. According to the Institute of Customer Service, 82% of consumers are more likely to trust companies that offer superior service. Co-browsing plays a crucial role in fostering this trust by allowing real-time collaboration between your agents and customers directly on your digital platforms. Check out our newest blog article for more details!

Top 3 learning techniques for Customer Service Professionals ✏️ 1) Daily Scenario Challenges - Did your company launch new functionality or identify gaps in your team’s knowledge? Instead of another rigid training session, why not a pop up challenge that helps your team recognize their own gaps? Facilitating self-learning promotes higher agent satisfaction and performance 🎭 2) One Minute Reflections - Push your team to take a minute after each customer interaction. This brief pause allows them to internalize what went well and identify areas of improvement. Your customer facing teams are a wealth of information, but if they don’t take a minute to process their interactions, this information will quickly be forgotten. 💡 3) Role Rotation Days - Annually rotating customer service professionals into roles in other departments for a day can deepen their understanding of the business and the customer journey. This new perspective often helps them understand the challenges and opportunities of the company with a more holistic view. 👷🏻 What else would you add? #customerservice #agenttraining

We have kicked off our search for a Head of Customer Success! 🔎 If you know any highly motivated individuals, with a passion for problem solving, tag them below! #hiring #jobposting #customersuccess

🌟 Team Offsite Success! 🌟 Last week, some of our amazing team members had the pleasure of meeting up for an offsite just outside of London. It was a fantastic opportunity to disconnect from our usual routines and connect with each other in a beautiful setting. The days were packed with engaging workshops, team-building activities, and some inspiring guest speakers. We shared insights, brainstormed new ideas, and set exciting goals for the months ahead. A huge thank you to everyone who participated and made this offsite both productive and memorable. Here’s to many more successful meetups! 🚀 #TeamBuilding #CompanyCulture #OffsiteMeeting

Has your company recently launched new functionality that hasn't been adopted by your clients? 🚀 Even with the best UI/UX, customers need to be educated on new functionality. For some technologies, in-app tutorials are sufficient. For others, live interactions with support are the only way to facilitate adoption. Support teams have more live interactions than any other department. If you're looking to facilitate adoption, enable those teams to educate your clients! 📚 #customerenablement #customersupport #adoption

Three top trends emerging in the insurance industry... Mobile-first Experiences: Pivoting from a primarily web-based approach, insurers are focusing supporting the ability to manage policies, file claims, and access customer support from their mobile native applications. Self-Service Portals: In an effort to reduce operational costs, companies are focused on educating their clients on how to perform various tasks independently, such as updating personal information, renewing policies and initiating claims. Remote Assistance Technologies: Tools like video chat and co-browsing are increasingly being used, especially in complex insurance sectors like property and health, to provide more effective support and personalized advice. 😏 #insurance #endtoendsoftware #customerexperience

Does your support team use Salesforce for tickets? 👨🏻💻 Our integration enables agents to browse and navigate your digital platforms with your customers in real time! 🎯 https://lnkd.in/gR_urfHT

As businesses continue to navigate the ever-evolving landscape of consumer expectations, many customer service departments are finding themselves at the forefront of significant changes. The demand for quicker, more efficient, and personalized service is higher than ever. 📈 But how are teams adapting to this new level of expectation? Are technological solutions like AI and automation enough to handle the increasing volume and complexity of customer interactions, or is there a need for a deeper, more human-centric approach? I'm curious to hear from you all—how is your customer service department managing these changes? What strategies have you found most effective? 🤔 Let’s discuss! #CustomerService #BusinessStrategy #TechInnovation