The Growing Use Case for Video and Co-Browse in Customer Care

Remote working is in the spotlight like never before, and work from home (WFH) has become the tech acronym du jour. In this climate of social distancing, remote working will be a boon for driving the adoption of engagement and collaboration tools.

The rationale here for use in the business is clear, but the same tools used for collaboration also has newfound utility in the contact center. This is especially true for video and co-browse customer care solutions. With high-quality and ease of use being on par with making a phone call, they provide the tools necessary to extend your reach, optimize resources, and strengthen customer engagement as people self-isolate.

Let’s focus on video and co-browse use cases including – healthcare and financial services. Within each sector, there are many specific use cases where the utility is very high, not just in general, but during these trying times of the COVID-19 pandemic.

Video use case 1 – healthcare in the home

There are many use cases for video in healthcare but engaging with patients in the home is particularly applicable when so many people are self-isolating. Video has a key role to play as people adjust to working from home, and it’s equally applicable for people who have ongoing healthcare needs.

With a high-quality video experience, remote patient engagement is an effective proxy for in-person experiences. Aside from the current need to self-isolate, the business case is strong for healthcare providers. This model reduces the need for patients to go to facilities and further strain limited healthcare resources, as well as provides new avenues for healthcare facilities to serve a broader population.

As with remote working, some healthcare tasks can be handled with a simple phone call, email or web chat. Of course, communication about health issues is fundamentally different, being highly personal and sensitive. Many scenarios require in-depth conversations, and for many people, it’s simply not practical or possible to meet in person these days. Video engagement can assist to provide personalized patient care, remotely manage medical consultations both before and after a procedure, monitor patients for chronic conditions or therapy adherence, and support patient education to help manage their condition.

Video use case 2 – branch bank services

There are similar parallels here, especially for how banks are shifting to self-service, both in-branch and online. Customers have less ability to go into a branch with the current situation, and as with healthcare, there are certain needs that can’t be effectively handled by phone, email or web chat, especially issues that are highly personal.

Most contact center agents are trained to manage these situations, but even the best agents are challenged when they can only engage using voice or text. Consider a customer who has just lost their debit card, had fraudulent activity on their credit card or had a major transaction declined because their financial information has been compromised.

There are also situations pertaining to major financial decisions, complex transactions, or where negotiations are involved. Prime examples are mortgage applications, refinancing debt, or winding down investments for retirement. All of these scenarios require direct engagement, and a key advantage of face-to-face video is for agents to use visual cues and body language to help keep those customers be at ease and informed and to leverage co-browse for deeper collaboration by sharing a web browser for a guided, personalized experience.

Engage with your customers in real-time with reliable, secure video and co-browse engagement channels, keeping sensitive information safe. Easily add these new channels to your existing voice and messaging interactions for new forms of service and customer care with quick-to-market implementations. There are many value layers to video collaboration, screen sharing, and co-browsing that can be easily integrated into almost any workflow, clinical, financial or otherwise, that any contact center can use. The starting point is providing the high-quality audio, video and co-browse session needed to make this an effective real-time experience and facilitate high-level product adoption.

Upstream Works Video and Co-browse Care

Upstream Works Video Engage provides a single-click user experience so it’s easy for everyone, regardless of technical ability. It’s also omnichannel, meaning that patients or customers can engage using their preferred mode to engage with an agent – web, desktop, or mobile. Provide interactive video support to users, offer to escalate to a video or co-browse session for added value, and use “see-what-I-see” video and co-browse sharing to streamline troubleshooting. These faster, more personalized resolutions powered by video and co-browse lead to happier, more loyal customers and better business outcomes. These are just a few examples of what is required to provide great customer care with video collaboration and co-browse experience. Learn more and see it in action: