Cobrowse.io

Top 3 learning techniques for Customer Service Professionals ✏️ 1) Daily Scenario Challenges - Did your company launch new functionality or identify gaps in your team’s knowledge? Instead of another rigid training session, why not a pop up challenge that helps your team recognize their own gaps? Facilitating self-learning promotes higher agent satisfaction and performance 🎭 2) One Minute Reflections - Push your team to take a minute after each customer interaction. This brief pause allows them to internalize what went well and identify areas of improvement. Your customer facing teams are a wealth of information, but if they don’t take a minute to process their interactions, this information will quickly be forgotten. 💡 3) Role Rotation Days - Annually rotating customer service professionals into roles in other departments for a day can deepen their understanding of the business and the customer journey. This new perspective often helps them understand the challenges and opportunities of the company with a more holistic view. 👷🏻 What else would you add? #customerservice #agenttraining

We have kicked off our search for a Head of Customer Success! 🔎 If you know any highly motivated individuals, with a passion for problem solving, tag them below! #hiring #jobposting #customersuccess

🌟 Team Offsite Success! 🌟 Last week, some of our amazing team members had the pleasure of meeting up for an offsite just outside of London. It was a fantastic opportunity to disconnect from our usual routines and connect with each other in a beautiful setting. The days were packed with engaging workshops, team-building activities, and some inspiring guest speakers. We shared insights, brainstormed new ideas, and set exciting goals for the months ahead. A huge thank you to everyone who participated and made this offsite both productive and memorable. Here’s to many more successful meetups! 🚀 #TeamBuilding #CompanyCulture #OffsiteMeeting

Has your company recently launched new functionality that hasn't been adopted by your clients? 🚀 Even with the best UI/UX, customers need to be educated on new functionality. For some technologies, in-app tutorials are sufficient. For others, live interactions with support are the only way to facilitate adoption. Support teams have more live interactions than any other department. If you're looking to facilitate adoption, enable those teams to educate your clients! 📚 #customerenablement #customersupport #adoption

Three top trends emerging in the insurance industry... Mobile-first Experiences: Pivoting from a primarily web-based approach, insurers are focusing supporting the ability to manage policies, file claims, and access customer support from their mobile native applications. Self-Service Portals: In an effort to reduce operational costs, companies are focused on educating their clients on how to perform various tasks independently, such as updating personal information, renewing policies and initiating claims. Remote Assistance Technologies: Tools like video chat and co-browsing are increasingly being used, especially in complex insurance sectors like property and health, to provide more effective support and personalized advice. 😏 #insurance #endtoendsoftware #customerexperience

Does your support team use Salesforce for tickets? 👨🏻💻 Our integration enables agents to browse and navigate your digital platforms with your customers in real time! 🎯 https://lnkd.in/gR_urfHT

As businesses continue to navigate the ever-evolving landscape of consumer expectations, many customer service departments are finding themselves at the forefront of significant changes. The demand for quicker, more efficient, and personalized service is higher than ever. 📈 But how are teams adapting to this new level of expectation? Are technological solutions like AI and automation enough to handle the increasing volume and complexity of customer interactions, or is there a need for a deeper, more human-centric approach? I'm curious to hear from you all—how is your customer service department managing these changes? What strategies have you found most effective? 🤔 Let’s discuss! #CustomerService #BusinessStrategy #TechInnovation

JD Power's recent study of 13,960 retail banks on Customer Satisfaction found that the average customer satisfaction fell by 10 points from previous year. The study found that nearly 80% of customers said that banks could do better in communicating with them. "Satisfaction with the ease of navigating bank websites and mobile apps has declined." Link to the press release in the comments.

Mobile banking is more critical than ever, with a strong emphasis on seamless, intuitive user experiences. Cobrowsing can play a pivotal role in optimizing mobile banking platforms, ensuring that every interaction is smooth and user-friendly. Discover how our technology can transform mobile banking for your institution. #MobileBanking #UserExperience #BankingTech

Top 5 banking customer experience trends for 2024 🚀 - Customers are eager for better online and mobile customer service - Personalized experiences are increasing retention - AI brings efficiency but the human touch remains essential - Conversational experiences will become the new normal - Emotional connections drive loyalty As always, our friends at Zendesk helping us keep our eyes on emerging trends! Full article in the comments 🗞