Upscope and wider industry research shows the following quantifiable benefits of co-browsing.
30% faster onboarding and support sessions
Benchmarked data shows onboarding and support sessions are around 30% faster when using Upscope co-browsing. The ability to not only skip installation of screen sharing but also to browse with the customer means communicating and problem solving becomes significantly faster.
19% increase in first time call resolution
By seeing what the customer sees you're less likely to misinterpret the problem and fix it there and then, rather than escalate it. First time call resolution is critical to customer satisfaction.
10% reduction in future support calls
Users given one on one guidance via co-browsing build muscle memory in using applications and take up the opportunity to learn more about an application in a single session.
NPS and CSAT scores improve
When you give customers fast and effective onboarding and support, better first time resolution of problems and save them from typing lists of questions, you naturally get better NPS and CSAT scores along with more positive mentions on social media.
Speed, collaboration and security makes it an enjoyable experience.
Teams using Upscope develop better relationships with customers by being empathetic teachers of their application, rather than typing instructions or lecturing customers on what to do.
For your customers
Customers build muscle memory and therefore confidence in using your application. There's no fear of having to download screen sharing software and go through multiple steps. There's no exposing private folders, messy desktops or other open tabs and articles. It's a secure and effortless experience.
One finance company's onboarding and support staff were tasked with helping time poor retail customers through a complicated user interface. Each day they'd try and guide them over the phone, describing where to scroll to, where to click and hope the customer understood their instructions. When they added Upscope co-browsing, they were able to enter the customer's email address into Upscope to instantly see that customer's screen. Not only that but they could send their mouse over the web to the customer's screen to click for them. Upscope led to a 30% reduction in call handling time.
Use cases and proof of concept
Upscope is used by finance, health and SaaS companupies worldwide.
Insurance companies are changing the stereotypical customer experience of seeing a wall of forms. They're using Upscope to work with the customer through forms while explaining complicated fields that would normal cause abandonment.
Health companies use Upscope's HIPAA compliant solution for supporting EHR systems, scheduling services and more.
Finance companies using Upscope gain a secure co-browsing solution with complete control over data storage and transfer as well as deeper integrations via the API and on-premise options.
SaaS has evolved from a mentalit of build it and they will come to customer service is key, from slow email support to instant live chat, from occasional last resort download based screen sharing to instant rapid co-browsing. This is why Upscope co-browsing has become a default addition to SaaS onboarding and support processes.
Get proof of concept
Upscope provides a proof of concept through helping enterprises integrate, test and run extended trials to benchmark usage and impact. Once rolled out, using our flexible intelligent pricing, you can adjust your account to fit your changing requirements by increasing and decreasing your licenses.