What is co-browsing?
Co-browsing technology allows a customer service advisor to join customers in their browsing sessions, interacting and collaborating with them in real time. Together, customer and advisor can simultaneously browse the web, an online application, or a document, and advisors can guide customers through difficult processes and offer specific and customized advice. Co-browsing allows banks to bring a human touch to online banking, thereby improving customer engagement and satisfaction, and also increasing sales.
Types of Co-Browsing
Co-browsing bridges the gap between the anonymity of self-service and traditional face-to-face interactions. Advisors can see exactly what the customer sees and guide them through complicated processes or point out important information in a way that is contextual, relevant, and engaging.
View & Highlight
With the advisor gaining visual access to the customer’s screen, they can understand exactly what the user is doing and highlight different areas on the screen, helping both parties get to the point quicker.
Take co-browsing one step further by allowing the advisor to collaborate with the customer on their particular online platform or application. The two can then work together to resolve issues faster.
This type of co-browsing provides additional flexibility as participants are able to navigate together to any site on the web.
Advisors can guide customers through complex banking documents and even collaborate with them to fill out forms and complex processes.
How does Co-browsing work on websites, portals and applications?
- Join customers in real-time and interact with them, resolving issues as soon as they arise.
- Switch control so customers can also point out problems.
- Share and view documents securely, talking customers through complicated documents and using field masking to hide sensitive information.
- Guide customers visually using Draw and Highlight functions, ‘showing’ rather than ‘telling’ them how to solve a problem. Allowing customers to learn for themselves leads to fewer repeat problems.
- Take phone or chat interactions to the next level by creating customized customer service. Having access to a visual context allows advisors to respond to a customer’s unique issue.
What are the benefits of Co-browsing?
Resolve customer issues faster
Co-browsing provides valuable visual context and allows companies to “show” not just “tell - leading to decreased average handle time and more satisfied customers.
Create loyal customers
Energize & engage customers by showing you are willing to go that step further for them to make sure they have the best experience has a natural effect on their loyalty and promotes repeated visits.
Observe customer in real-time
Leveraging Unblu’s Co-browsing software in “LiveView” mode, companies can see customer issues before the engagement even begins.
Better resolution times
Co-Browsing improves First Contact Resolution scores as agents provide hands-on guidance to the customer during their online experience.
Engaging with customers at the right time and guiding them through the process can make a huge difference to conversion rates and repeat sales.
Stop abandonment and drop-offs
Confusing forms or complex transactions often provide customers with numerous opportunities to abandon. Co-browsing allows agents to guide customers through these drop-off points — increasing conversion significantly.
Transform the way you interact
Using co-browse with audio or video chat, increases your cross-selling and upselling opportunities with more personalized service.
Remote one-to-one advice
Use Unblu co-browse to deliver expert and personalized information to customers in any geographical region. Giving your customers an experience that equals that of a face-to-face meeting.
Transform the way you interact
Couple Unblu’s co-browse with Unblu messenger, audio and video chat, and you’re able to start connecting with customers in a more personalized manner.
Co-Browsing features that build relationships with customers
Interact with your customers
Observing their online experience in real-time allows agent’s to see any issues. Start the co-browsing session with a PIN or when you are chatting with your customers.
Document Co-browse: Securely share and view documents simultaneously with your customers.
Draw and Highlight: Visually guide customers to specific information on their webpage — instantly.
Why Unblu in Financial Services?
Co-browsing examples in banks
With Unblu’s co-browsing technology, banks can provide a customer experience that equals that of a face-to-face meeting. Just click a button or share a link and begin browsing the web alongside your customers.
With over 120 banking and financial services implementations worldwide in institutions such as UBS, Deutsche Bank, Intesa Sanpaolo, and Barclays, Unblu is transforming how banks engage and collaborate with customers.
In retail banking, more than 90% of customers who used the Unblu interface said they would recommend it to others. Unblu also creates a seamless investing experience for private banks with advisors and clients able to make decisions together in a productive and intuitive way. Meanwhile, in insurance, Unblu can simplify the claims process and bring a personal touch to sensitive interactions.
Co-Browsing vs Screen-sharing: what is the difference?
Unblu’s co-browsing is 100% browser-based with nothing to download. Meaning it is safer and faster for you and your customers.
Co-browsing is different from a screen sharing application in that it doesn’t involve viewing or controlling a presenter's screen that has open web browser tabs or applications. Unlike screen-sharing, co-browsing only shares your web browser or mobile application, not your complete desktop. Ideally, a co-browsing solution should be 100% browser-based, without any download component for the customer. This makes the contextual interaction more secure and quicker for both you and your customers.
Read more about the comparisons in our blog post: Co-browsing vs. Screen Sharing: what’s the difference?
|Comparison||Unblu Co-Browsing||Screen Sharing|
|Nothing to download or install||yes||no|
|Can be integrated in existing app||yes||no|
|Highlight the user's screen||yes||yes|
|Securely limited to the browser||yes||no|
|See the entire screen||no||yes|
|Doesn't slow down bandwidth||yes||no|
|Works with iFrames||yes||no|
What is the price for the enterprise solution?
We offer a number of licensing options for our enterprise solution - please get in touch with us to help you find the best plan.
Do any of the system users need to download software to use the system?
No. Unblu works completely without downloads - not even a java applet or other plugin software for your browser. This is true for both agents and website visitors.
What is my minimum commitment?
You can signup for Unblu starting with 10 users and a yearly subscription.
What is the difference between Co-Browsing and Screen Sharing?
You can read about the difference in our Blog post: Co-browsing vs. Screen Sharing: what’s the difference?
Is co-browsing safe?
Unblu’s co-browsing technology has passed rigorous security reviews at a number of global banks and financial institutions. Unblu’s Secure Flow Manager (SFM) software component ensures your information and transactions are safe and secure and the customer’s data is never compromised. Features like SSL Encryption and field-masking are just two examples of how Unblu software maintains the highest level of security and compliance.
How do I set up co-browsing on my website?
Unblu’s co-browsing solution is easy to integrate into your existing system. It consists of a central server that handles communication and collaboration between the various parties, and can be installed on-premise or accessed as a cloud service. Using our proven implementation methodology, we help our customers reach a fully operational system in under a month.