Gartner Research

How Co-browsing Can Differentiate Your Customer Service

Published: 22 September 2017

ID: G00335160

Analyst(s): Brian Manusama, Nadine LeBlanc

Summary

Co-browsing technology is rarely used outside industries like financial services and telecoms, but merits wider implementation. Application leaders supporting customer service should consider it a hidden gem for enabling differentiation and bridging the gap between human- and AI-driven interaction.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Identify Where Co-browsing Could Fit Into Your Customer Service Strategy by Evaluating Four Use Cases
    • Use Case No. 1: Digital Assistance
    • Use Case No. 2: Digital Onboarding
    • Use Case No. 3: Digital Concierge
    • Use Case No. 4: Digital Advisor
  • Plan to Expand Relevant Use Cases by Reviewing Multimodal Scenarios in Which Customers Use Two or More Channels Simultaneously
    • Pursue Co-browsing as a "Team Sport"
  • Familiarize Yourself With Vendors of Co-browsing and Complementary Technologies
    • Sample Vendors
  • What's Next for Co-browsing?

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