How to Use Video Chat and Co-browsing to Increase Sales?

The subject of video chat and co-browsing for customer service is becoming popular by the day. This is probably thanks to Amazon’s Mayday service that raised the standards for digital online support. This type of service however requires companies and service providers to be prepared with regard to various best practices, which are described in this article.

How to use Video Chat?

Although many use video to interact with friends and family and occasionally in professional meetings, using video chat in a spontaneous and instantaneous interaction with customers is different:

Just as Amazon is doing with Mayday, it is advisable not to force the customer to appear on video. Many like to see the representative, but are still reluctant to be seen. Representatives need to get used to that and feel at ease with being seen. They need to appear friendly, smile from time to time and listen to the customer’s needs.

Representatives need to be able to communicate through VoIP or over the phone and be seen in video – the video can contribute to higher confidence of the customer when interacting with the representative.

While on camera, representatives should keep a distance of one yard (/meter) from the camera. It feels better from the customer perspective and helps avoid situations where the agents look as if they are not looking into the camera.
The background should be authentic and reflect the nature of the business. Don’t use special backdrops or other elements that hide the environment.
Proper lighting should be directed at the sales representative as it contributes to high quality image.
Finally, representatives should look very professional, seat straight and communicate as they would do in a face to face, real live meeting in order to gain the customers’ confidence and their business.

How to use Co-browsing?

The benefits of working on content together at the same time, especially when customers need help, can be immense. It can speed up process by providing the assistance needed while looking at actual relevant content, such as a checkout page, rather than just describing it by voice or text. It is important to understand the terminology when we talk about this subject. Screen sharing can be seen as a kind of an invasion to a customer personal space almost as a visit by a service person, whom we have never met before, to our home. Co-browsing on the other hand restricts the exposure of the customers’ online activities to only specific elements within the browser and the site they view. Yet, even with co-browsing representatives need to learn how to put the customer at ease and overcome our natural instincts to minimize any sharing with strangers. Here are a few tips:

Representatives need to quickly explain to the customer what is about to take place when they start co-browsing to help minimize their fear.

They need to reiterate the benefits and explain what they can and cannot see or do, to further build confidence and keep the focus of the interaction. With a website co-browser the representative is restricted to only co-browse on their website.

Before the session is over, customers should be told that they are about to go back to browsing on their own without anyone being able to see their browsing.

VeriShow provides the needed tools above for companies to engage customers in person. This is the new way to grow your business online by being there when customers need you most. However, training representatives and support personnel in best practices is key to succeed in maximizing returns on personal interactive customer service strategy.

VeriShow: We specialize in personal engagement co-browsing solutions that enable customer services agents interact effectively with customers in real-time.

Provide Convenience to Your Banking Customers by Using Video Chat and Co-browsing

In this era of online markets, people feel more and more comfortable buying products and services online, however, doing the same for the banking turns out to be a problem. Online banking remains a sensitive because it involves sensitive information and wealth. People face trust issues while transacting online due to lack of enough human interaction. Online banking has been made extremely efficient and accurate by providing customers with everything they want on their screens. However, opening an account online is far more complicated than buying shoes online. Therefore, customers require a great deal of guidance in order to complete complex processes required for online banking.

Applications like video chat and co-browsing help the bankers respond instantly to their customer’s queries and guide them through complicated transactions online. These applications let the bankers provide customers with a real – time and an in – store experience. Since customers can see and talk to the bankers directly, they start trusting them. According to, Live Chat for Banking: increase Trust With Video Chat, globally, 7 in 10 consumers and 92% of bankers are comfortable communicating using virtual technology. Most of them would like having access to their accounts online but wouldn’t go for any further complicated transactions without assistance.

Video Chat and Co-browsing make customers feel secure and convenient while transacting

These applications are modern solutions, with the help of which, agents can not only provide advice and guidance to new customers but also retain old customers by satisfying them. Great customer service plays a great role in customer retention. This leads to more conversions and sales for the sector.

Here are a number of benefits that applications like video chat and co-browsing provide to the banking industry:

Builds trust and goodwill: Once the customer knows that an agent is handling all of his personal information on the other side securely, he will start trusting the agent and go on to complete even more complex and complicated transactions.

Reduces call handling time: According to, Co-browsing presents a lucrative customer service opportunity, co-browsing can significantly reduce call handling times and push agent utilization by 4.7%. It also improves first call resolution and increases customer satisfaction scores.

Increases conversions and sales: With the use of co-browsing and video chat, issue resolution becomes fast paced. This leads to satisfied and happier customers. When customers are happy and satisfied with the bank, they tend to transact bigger and better. They also use word – of – mouth to tell others how the bank is treating them well.

Better solutions: When the agent keeps conversing with the customers via video chat or co-browsing, the details and preferences of all customers get saved and noted down. This helps the banking agents in providing specially tailored solutions and services to each of their customers, with their personal choices kept on priority.

Video chat and co-browsing prove to be the ultimate tool for the banking industry as it not only helps in improving the customer service, but these services also improve efficiency of the banks since customers can convey their preferences to agents directly and from anywhere.

VeriShow’s powerful cobrowsing and content share tools enable customer service reps in area such as finance, retail, and health care to provide better service and sell more.

Salesforce Live Agent is Now Enhanced with Video Chat and Co-browsing Capabilities

As the number of consumers increases, it becomes a tedious task for a business to retain them and to retain more and more consumers, one has to ensure their satisfaction and happiness. A number of factors contribute to the satisfaction of consumers, the most important one being “great customer service”.

Every consumer faces multiple queries while browsing a website and most of these queries are never resolved due to poor customer service interaction. This is exactly where Salesforce Live Agent comes into the picture. Live Agent is a revolutionary tool which allows the consumer to speak with the CSR instantly via text chat. It is compatible with all browsers and devices and offers personalized, real-time help online. By connecting each live chat to the right subject matter experts, agents can resolve queries instantly in context and improve the overall customer experience. It also offers multilingual support for a greater reach across the globe.

Live Agent now allows Co-browsing and Video Chat directly through the app.

After VeriShow’s collaboration with Salesforce, live text has significantly enhanced the way it works. The VeriShow platform coherently integrates with live agent and adds powerful capabilities, including co-browsing, video chat, screen sharing, and content sharing. These added capabilities build a solid customer agent relationship because the agent can not only respond to queries via text chat but can also:

Co-browse and look at exactly what the consumer is browsing.
Video chat and provide the consumer with an in-store experience.
Share and annotate important documents in real-time.
Share important content and pages with the help of screen sharing.
Live agent becomes more customer focused with the added features allowing the customer service representative to educate every consumer about the features of the products and services they might be interested in.

VeriShow empowers live agent in such a way that customers and representatives can engage spontaneously in real-time. It allows the representative to assist the consumer exactly when needed and by making use of different features like co-browsing and video chat. Live agent is a secure solution and can easily be embedded into any website. Live agent can be customized to meet different organizational requirements and is compatible with every operating system, browser, and mobile device. This allows easiness of use which leads to higher customer satisfaction.

Benefits of integrating VeriShow’s features with Salesforce Live Agent

Salesforce live agent becomes a full-fledged customer service tool after the integration of VeriShow’s features and provides numerous benefits to both businesses as well as the consumers. Enhanced live chat option lets the representative:

Be on the same page as the customer: With the help of co- browsing, the representative can be on the same page as the consumer and, when required, can also take control of the consumer’s screen. The live agent can guide them through complicated forms and lead them to successfully complete complex transactions online.
Assist in real-time: The representative can make use of the video chat option to speak to the consumer directly. This makes the consumer feel secure while transacting and also provides them with an in-store experience.
Build trust and loyalty: Once the consumers feel that their queries have been solved instantly or they have been given priority, they start building trust towards the organization. They feel that they are given attention which helps the business retain them as regular customers.
Increase conversions: Since the consumers are attended immediately and their queries are resolved within no time, they save up on a lot of time and feel satisfied and secure. This leads to more sales and conversions.
The bottom line is that the integration of VeriShow’s features with Salesforce live agent leads to high personal engagement of consumers and improves Customer Relationship Management(CRM) as well. All of this leads to an increase in sales and conversions which is extremely good especially for small businesses. It not only just improves customer service but also lets companies indulge in smooth and easy business tactics.

VeriShow’s powerful cobrowsing and content share tools enable customer service reps in area such as finance, retail, and health care to provide better service and sell more.