Enhancing Customer Interaction with 11Sight's New Co-Browsing Feature

In today’s digital world, effective customer engagement is crucial for success. We are proud to announce a game-changing upgrade to 11Sight that enhances customer engagement even more: Co-browsing. Allowing businesses to share a webpage in real-time and collaborate during calls.

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Imagine you are talking to a hot prospect on your website who started an on demand call; or with an active customer that needs help. You could share a webpage within the platform and navigate “with them” to fill a form, get signatures or help them navigate the configuration of your app.

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What is Co-Browsing?

Co-browsing stands for "collaborative browsing," and it refers to the ability for two or more people to navigate a webpage together in a synchronized fashion. This feature is invaluable for support scenarios where guidance through complex forms or navigation is required. It enhances the clarity and effectiveness of communication, bridging the gap between digital and personal interaction.

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Key Features of Co-browsing

Co-browsing technology provides several key functionalities that enhance the user experience:

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Real-time webpage sharing: Agents can guide customers through webpages in real-time, ensuring that both parties are looking at the same content.
Interactive elements: Agents have the ability to draw, point, and spotlight specific items on the webpage, making it easier to address customer queries and highlight information.
Seamless integration: The technology integrates smoothly into existing websites via a simple snippet or through a plugin for platforms like WordPress, ensuring easy setup without extensive coding requirements.

Steps to Configure Co-browsing

Setting up co-browsing is straightforward:

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Enable co-browsing for an organization through the admin dashboard.
Add the snippet from e-buttons page to your website’s header or If you have wordpress then directly install the 11Sight plugin.
Once you are on a call, Initiate co-browsing from the meeting room interface
The customer joins the co-browsing session via a link shared automatically in the chat, after which the agent can interact with the webpage as if they were sitting side by side in the store.

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The Automotive Use Case

In the automotive industry, co-browsing can transform how dealers interact with potential buyers. For instance, a customer interested in purchasing a new car can start a video call with a dealer using the 11Sight platform. During the call, the dealer can activate co-browsing to guide the customer through various configurations and options available on the car’s webpage or walk them through the finance (F&I) and contract stages of buying a car. This interaction not only helps in personalizing the experience but also speeds up the buying process.

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Use Cases in other Industries

Customer Support: Solve issues efficiently by guiding customers directly on your site, reducing resolution time and improving satisfaction.
Education and Training: Educators can use Co-browsing to walk students through educational content or applications, providing a hands-on learning experience.
Financial Services: Advisors can complete complex financial documents and applications with clients, ensuring clarity and compliance.

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Future of Customer Interaction

The introduction of Co-browsing is set to revolutionize the way businesses interact with their clients online. This feature addresses the growing demand for more personalized and efficient online customer service. By enabling real-time, collaborative interactions, Co-browsing can help businesses of all sizes deliver better customer experiences, reduce support time, and close sales more effectively.

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Technologies that bridge the gap between digital and personal will lead the way in defining the next era of customer service.

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Conclusion

In conclusion, Co-browsing feature is not just a tool; it’s a strategic asset that can redefine the parameters of customer engagement, making every interaction more meaningful and productive. As we look to the future, embracing such technologies will be key to staying competitive and relevant in an increasingly digital business environment.

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