How to use the software
We have guides available for agents and admin users on using the software, please see the links below:
https://support.cobrowse.io/user-guide-agents
https://support.cobrowse.io/user-guide-admins
When to use the software
Cobrowse is most effective when it has been rolled out for appropriate use cases. These use cases can be identified during your discovery phase. Typically the use cases solve known customer pain points in which a guided screen share experience would significantly reduce handle times or increase sales conversion with a unique and memorable experience.
Training your agents on the effective use cases, and what are not effective use cases for Cobrowse, is key to success.
How to engage customers
To get the most out of Cobrowse, it is important that your customers engage with it effectively. We believe that this is achieved with a seamless user experience for both agents and end-users. Best practices include:
- Informative agent scripts, which gives your trusted agents the ability to introduce Cobrowse to your customers.
- A clear and informative consent prompt to ask the customer for their consent. This consent prompt can be fully customized with your branding and include any necessary privacy and security language.
- Gathering customer feedback with surveys can be a great way to get valuable insights into customer experience. If you already have a customer survey solution, then you could trigger it to ask for feedback as Cobrowse sessions end.
Rolling out to your workforce
To help inform your rollout plan, here are some successful strategies we have seen with other clients:
- Phased rollouts allow you to optimize your technical integration and user experiences. This can include standard technical environment rollouts such as dev -> pre-prod -> prod with UAT and QA testing, as well as phased use case or agent group rollouts.
- Helping your agents to learn the Cobrowse tool, scripts, and use cases can be done using role-play training. This involves agents working in pairs to role play the agent and the customer, gaining familiarity with your processes, as well as how the customer might experience your Cobrowse implementation.
- Gathering agent feedback, similarly to how you might gather customer feedback, can give valuable insights into your planned Cobrowse implementation.
Monitoring usage
Monitoring usage during and after your rollout allows you to see how agents and customers are engaging with Cobrowse. This can be useful for identifying power users and learning from their use of the tool. It can also be useful for identifying agents who are not using the tool, to find opportunities for re-training and improving processes. We provide two useful sources of data for monitoring Cobrowse usage:
- Session metadata
- Session recordings (optional)