PRESENTED BY

Co-Browsingfor Contact Centers

#cxmseriesLive Tweeting@stratuscxm

Justin DennisDirector MarketingStratusContactSolutions.com@stratuscxm

Multichannel Contact CenterWe understand the connected customer. Our contact center enables you to meet your customer where they choose. We provide custom solutions from high-touch call center services to social media managed support.

Our products and services include:

Justin MeltzerCo-FounderUseFirefly.com@usefirefly

Wednesday, February 27, 13

Co-Browsing for Support

Firefly provides a feature-rich co-browsing solution for support activities

including customer support, sales support, and IT troubleshooting. It

integrates seamlessly with your existing phone and/or chat solutions.

Wednesday, February 27, 13

What is co-browsing?

Is it screen sharing?No!

No Downloads or Installations. Period.

Contained to a browser tab.

JavaScript vs. Java

View-only, highlighting, or remote control

Wednesday, February 27, 13

Why Co-Browse?

Customer Support

• Efficiently diagnose website issues

• Enforce feature learning

Sales Support

• Walk customers through complex sales transactions

• Synchronize between customer and agent

• Easily upsell

Wednesday, February 27, 13

Demo

Wednesday, February 27, 13

“Live-assist communication channels (phone, chat, cobrowse) have much higher satisfaction ratings than asynchronous electronic channels (email, web self-service). Satisfaction ratings are:  phone (74%), chat

(69%), cobrowse (78%), email (54%), and web self-

service (47%).” - Forrester

http://blogs.forrester.com/kate_leggett/11-08-29-

forrester_technographics_data_points_to_increased_communication_channel_usage_with_inconsistent_satis

Source:

Wednesday, February 27, 13

Customer Expectations Have Changed

Forrester, “Transform !e Contact Center For Customer Service Excellence.” Kate Leggett, June 22, 2012

EstablishBest

Practices

Gain Support & Alignment– Executives - $– Peers – Staff

Ensure Success²�)LVK�ZKHUH�ÀVK�DUH– Communication Plan – Org Alignment– Clear Guidelines, Roles & Rules

Contact Cost Avoidance²�'HÀQHG�&XVWRPHU�3DWK²�'\QDPLF�&XVWRPHU�-RXUQH\– Customer Preferences: Channel Content Customer Information

GettingVWDII�ÀW�IRU

Purpose

Establish Team Leads

Training

Ongoing Support

Escalation Paths

Questions from Chat & Twitter

Thank You | For more Info

Please Visit

StratusContactSolutions.com

& UseFirefly.com