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How to Use Cobrowsing for Improved Customer Experience with Median [Podcast]

If you have a support team that needs to serve various customer skillsets or a complex product, cobrowsing tools might be the right choice to improve your support offering.

You can listen to Customer Experience Leaders Chat also on:

One significant disadvantage for most support teams is that there is always a gap between what they can see and what the customer sees. Differing perspective, terminology, technical savvy, etc. can all impact the length of a support conversation and create customer frustration. It’s intuitive that if you could just look over the customer’s shoulder, it’d be easier to provide a high-care service. Derek Homann, Co-founder of Median, knows that virtually transporting your agents to view precisely what the customer is looking at will improve resolution time, customer satisfaction and remove ambiguity.

In conversation with Derek Homann, Co-founder of Median

Cobrowsing is often confused with screensharing and video conferencing tools, so Derek starts by explaining the differences between these technologies and why the needs of a support team typically align closer to cobrowse tools. Video conferencing tools are known to have screensharing capabilities, but they have drawbacks concerning security and privacy.

We examine why cobrowsing is more secure than these applications; from accidentally seeing family photos and other Personally identifiable information (PII) to protecting credit card numbers and passwords. Then we dig into how cobrowse tools fit into the current support technology stack to increase your agents’ ability to solve tickets quickly. Finally, we address one of the biggest concerns with any of these technologies: Do I really need these tools if my product is cloud-based?

If you have a support team that needs to serve various customer skillsets or a complex product, cobrowsing tools might be the right choice to improve your support offering. Join our conversation for some deeper insight into the world of looking over your customers’ shoulders to solve tickets more easily.


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Craig Stoss Craig Stoss

Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. He is driven by building strong, effective support and services teams and ensuring his customers are successful. In his spare time Craig leads a local Support Thought Leadership group. He can be found on Twitter @StossInSupport

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