Cobrowse.io

A new(ish) trend is emerging in the customer support space—and no, it's not AI. It's community-driven knowledge bases 🎓. Creating a collaborative environment where users can share key learnings and seek feedback offers a robust way to facilitate self-service and gain insights into market perceptions of your product. The success of these platforms hinges on the structure of these public forums and your company's ability to engage and activate users effectively. What is your favorite user community?

Educating users isn't just about resolving a single issue, it's about empowering them for long-term success. 🎓 Done correctly, you'll see: ☑ Fewer repeat tickets: Users solve issues independently. ☑ Greater product adoption: Knowledgeable users explore more features. ☑ Enhanced customer loyalty: Confident users are satisfied users. It's a win-win, fewer tickets and more empowered users #customersuccess #bestpractices #usereducation

Curious about co-browsing but not sure about the impact it can have on your team? 🎯 Check out our newest blog post about measuring the ROI! 💸

As client-facing technologies become widely adopted, customers increasingly notice companies that lag behind. 🍏 Shops without Apple Pay 🛒 ▶ Cars without CarPlay 🚗 💻 Airlines without Wi-Fi onboard 🛫 Considering the chart below, how long do you think it will be until a support interaction without co-browsing feels odd?

For those looking to improve their CSAT, have you taken a look at your ASAT? Happy agents = happy customers 😃 So what leads to agent satisfaction and what happens when you get it right? Check out our most recent blog post to learn more! #customersupport #contactcenter #csat #asat

Is AI creating a disconnect between companies and their customers? Gartner recently published a study of almost 6,000 customers that outlined customer sentiment as it relates to AI. They found that 64% of participants would prefer companies not to use AI. This stems from a fear that this technology would make it harder to reach a human agent. Link to the full article in the comments below!

Maintaining consumer trust isn't easy. We understand the challenges businesses face in building trust in digital spaces. According to the Institute of Customer Service, 82% of consumers are more likely to trust companies that offer superior service. Co-browsing plays a crucial role in fostering this trust by allowing real-time collaboration between your agents and customers directly on your digital platforms. Check out our newest blog article for more details!

Top 3 learning techniques for Customer Service Professionals ✏️ 1) Daily Scenario Challenges - Did your company launch new functionality or identify gaps in your team’s knowledge? Instead of another rigid training session, why not a pop up challenge that helps your team recognize their own gaps? Facilitating self-learning promotes higher agent satisfaction and performance 🎭 2) One Minute Reflections - Push your team to take a minute after each customer interaction. This brief pause allows them to internalize what went well and identify areas of improvement. Your customer facing teams are a wealth of information, but if they don’t take a minute to process their interactions, this information will quickly be forgotten. 💡 3) Role Rotation Days - Annually rotating customer service professionals into roles in other departments for a day can deepen their understanding of the business and the customer journey. This new perspective often helps them understand the challenges and opportunities of the company with a more holistic view. 👷🏻 What else would you add? #customerservice #agenttraining

We have kicked off our search for a Head of Customer Success! 🔎 If you know any highly motivated individuals, with a passion for problem solving, tag them below! #hiring #jobposting #customersuccess

🌟 Team Offsite Success! 🌟 Last week, some of our amazing team members had the pleasure of meeting up for an offsite just outside of London. It was a fantastic opportunity to disconnect from our usual routines and connect with each other in a beautiful setting. The days were packed with engaging workshops, team-building activities, and some inspiring guest speakers. We shared insights, brainstormed new ideas, and set exciting goals for the months ahead. A huge thank you to everyone who participated and made this offsite both productive and memorable. Here’s to many more successful meetups! 🚀 #TeamBuilding #CompanyCulture #OffsiteMeeting