With more and more customer interactions moving online, it is hardly surprising that some businesses are no longer content with using the web for self-service alone. These companies, early adopters of web collaboration technology, are harnessing the power of the web to offer realtime service and support to online customers. Referred to as “web collaboration” because of the uniquely collaborative nature of the interactions it enables, this technology set includes chat and cobrowse tools. Although a comparatively recent phenomenon, web collaboration is already delivering strategic and operational benefits to organizations in the form of improved customer satisfaction, reduced costs, and increased revenues.
In this paper, we discuss the pain points that are driving the demand for web collaboration, the benefits of this set of technologies, and some success stories. The paper also includes a checklist to help you select the right chat and cobrowse solution.
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