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When live chat software emerged on the Internet horizon in the beginning of the present millennium, its primary capability was limited to simply connecting live chat agents with customers and website visitors using text communication. This rudimentary form of communication, although effective from day one, had to compete with phone and email. Also known as business chat as opposed to IM chat, which the search engines had popularized for personal consumption, its early adopters began to support the product in large numbers thus leading to one innovation after another.
Turn the clock 15 years ahead and you now have a highly sophisticated, feature-packed on demand application that connects website visitors with chat agents and much more. At Live2Support, we experienced every single milestone because we were there from day one.
Understanding the Dynamics of the Co-browsing Feature in Web Live chat Software
The co-browsing feature enables website visitors and live chat agents to visit web pages together much like riding a tandem bicycle. The live chat agent is the only one who can initiate co-browsing. Website visitors can participate in a co-browsing session. However, they cannot initiate it. Website visitors do have the option, however, to send a URL through the live chat edit box and ask live chat agents to co-browse the URL with them. Once the session is set up, your website visitors and live chat agents will be able to view the same page simultaneously live and in real time without having to either exit or close the chat window.
Co-browsing for Customer Support
Use co-browsing as a support tool to:
·Display the web page(s) that are related to the chat inquiry received
·Help visitors with their product search on your website by taking them directly to the product pages that fit their needs
·Visit external website URLs with your website visitors and assist them with their research efforts
·Establish a bond with your website visitors through ongoing one-on-one engagement
Co-browsing for Sales
Use co-browsing as a sales tool to:
· Sell products and services on your website by combining the co-browsing feature with Proactive Chat
·Share relevant web pages with your website visitors once you know what they seek on your website
·Upsell your website visitors once you know which product or service on your website has indeed peaked their curiosity and interest
·Co-browse with your prospective customers right through the sales funnel from product selection to shopping cart to payment gateway to check-out and close the sale
It goes without saying that you will need to first train your live chat agents in the use of co-browsing in order to help them render a positive user experience.