Define Business Challenges

The next thing to consider when you're deploying Cobrowse is to clearly define the business challenges that you want to solve. Consider the following metrics:

• Sales Conversion Rate: With Cobrowse agents can co-shop with customers and recommend products or services. Agents can also ross-sell, up-sell, potentially increasing order size.

• First Call Resolution Rate: Because agents can more directly assist with complex or confusing web forms and other processes which might be too difficult to describe, cobrowsing increases first call resolution rates.

• Customer Satisfaction: Cobrowsing increases customer satisfaction by giving great exactitude to the information shared between the agent and customer.

• Online Self-Service: Agents guide a customer through new or complex websites. Simple surveys presented at the close of a Cobrowse session give you insight into whether or not a customer is comfortable or confident about using self-service tools going forward.

• Call Handling Time: Cobrowsing shortens call handling times by simplifying highly complex issues. Though it's not appropriate or necessary for every call, cobrowsing can be very effective for complex call types. Measuring the handling time when cobrowsing is used against interactions which rely entirely on voice or chat guidance can give you a clear picture of how cobrowse technology is impacting your contact center costs.