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The way we interact with financial services constantly changes and it means the support we provide customers needs to evolve to keep pace. We developed Cobrowse to meet this challenge as guidance is critical when it comes to all things financial. What better way to guide a customer than screen sharing directly to a customer’s phone and providing support as if the agent was in the room with them?
Here are some of the ways Cobrowse provides support to the financial services industry:
Some forms ask for a lot of information, all of which is crucial for a loan application. With one click, you can streamline this for a customer by guiding them through the form with screen share on web, iOS, Android, Windows, React Native, and Xamarin to ensure they complete it. Cobrowse also allows you to keep the sensitive information of your customer safe and secure with its redaction feature. The customer will continue to see it but the agent at the other end won’t. Extra security measures also include on-premise deployment which means the data never leaves your infrastructure.
No matter how good your product is, great customer service is of paramount importance in keeping customers happy and retained. That is why customer satisfaction should be a top priority for financial institutions. Internally, call handling times as a metric are fundamental to ensuring quality of service and scaling of your support teams. Cobrowse has been built to support both of these endeavors and its status as an invaluable tool means that it’s being used by major players in the industry. Cobrowse also integrates seamlessly with platforms such as Genesys, Zendesk, Salesforce, Intercom, and Freshdesk but can be easily integrated with any existing CX platform as well.
Sometimes your agents and their customers need a helping hand when it comes to breaking down complicated financial products like portfolio performance or investment opportunities. That’s where Cobrowse comes in, as it allows your agents to answer questions and queries live and direct from a customer’s screen. Ensure your customer understands your product to increase the likelihood of them completing an order.
We learn best by doing, and this makes Cobrowse a powerful tool in building your customer’s knowledge for using your app or website. Guide them as they fix a problem or perform a function themselves and know that they are more likely to remember it in the future. This ease of learning not only boosts customer satisfaction but also reduces the amount of inbound traffic to your support staff.
Advice on this level is often intricate and bespoke. It requires an agent to be able to explain things clearly and concisely so that a customer can make an informed decision. Cobrowse allows a financial advisor to guide a customer through an offering on your website or app by picking out relevant features of a product.
As physical bank branches become less of a presence, support with a human touch still needs to be front of center. No matter the level of help your customer needs, Cobrowse can help by allowing your agents to guide and help them get up to speed.
The stakes are at their highest when it comes to this form of financial product. It means that the level of support needs to go above and beyond. Cobrowse enables you to explain financial planning, investment strategy, portfolio performance, and investment opportunities all as if you were next to the customer.
All new software can seem daunting at first, this is particularly true when it comes to finance. Guide your customer through your product and get users back on the right track if they get stuck. Cobrowse also allows your agents to answer any questions and queries for a potential customer who is part way through making a purchase, empowering your team to convert legitimate interest into concrete sales.