Feature Spotlight
Agent Present Mode allows agents to share content from specific websites or mobile applications with customers. Within fine-grained controls set by your company, agents can present approved content directly to customers to walk them through complex documents or information, such as policy documents or energy bills with variable rates.
Agent Present Mode ensures agents can effectively guide customers through intricate documents or content at their own pace. When agents control the content being shared, they can focus the customer’s attention on the most relevant sections, making explanations clearer and more impactful. This level of control is crucial for handling complex or sensitive documents where precise guidance is necessary.
In some scenarios, customers may need help navigating complex documents or interfaces. Left on their own, they may make errors and become frustrated with the process, leading to an increase in abandonment rates or an escalation of support tickets. With Agent Present Mode, agents can show customers what a completed profile or application should look like. Customers can then use the agent screen as a template to complete their details correctly. This can significantly reduce the time taken to complete some actions and reduce friction and frustration.
With Agent Present Mode agents can lead customers through documents step-by-step, ensuring they understand every part. Customers, equipped with co-browsing tools like screen annotation and a laser pointer, can easily indicate areas of confusion or interest, making the interaction more interactive and effective. This collaborative approach speeds up the resolution process and improves customer satisfaction.
Agent Present Mode also allows customers to view content they may not ordinarily have access to, helping to add valuable context to the engagement. If a customer plans to migrate from a web platform to a mobile app, agents could share their screen to show what the new environment would look like and explain how to navigate the app without the customer having to access it directly. This can improve adoption levels and help agents introduce new products and services to customers.
Agent Present Mode is essentially reverse co-browsing. It empowers customers with co-browsing tools, such as screen annotation and a laser pointer, so they can visually indicate to the agent where the problem is. This puts the customer in control of the interaction, helping to build trust and agency.
Sensitive information can still be redacted during sessions, maintaining privacy and security. Additionally, companies have full control over what content can be shared, ensuring that only approved materials are shown to customers. This level of control is important from a compliance perspective and helps prevent data breaches.
Agent Present Mode can be particularly beneficial for bespoke tailored experiences. For instance, a wealth advisor can guide clients through their finances in a collaborative, shared experience; providing a personalized and professional service. This capability provides a memorable and differentiated user experience, driving customer satisfaction and loyalty.
Harness the power of Cobrowse to enable both agents and customers to succeed.
