These days, there is a heightened sense of immediacy and impatience from consumers who need assistance finding something on a digital property or resolving a problem. The overall experience and outcome of each interaction are inversely proportional to the perceived effort they have to expend to achieve their desired goals.
So, how are companies reshaping their customer experience and how are they not only meeting, but exceeding customer expectations?
The most innovative companies today are surprisingly quick to leverage new technologies to make online transactions and servicing more customer-centric and, in doing so, are able to stand apart from their competition. While adding digital channels like live chat to their websites was a positive step in the right direction, chat alone is not enough. CoBrowsing supplies new life to chat and other interactive channels, including phone, to create the high-touch, deep level of engagement needed to truly stand out. Guiding a customer through an application, or digitally walking them through account changes, with CoBrowsing creates a lasting impression at critical moments of the customer journey.