More than ever, there are large numbers of independent remote advisors providing insurance, accounting, tax, and financial services advice to individual clients and companies.
They need services that make it feel like they're sitting next to the client pointing at the screen and showing customers what their options are.
This is the perfect use case for 3rd party co-browsing where each advisor can have their own personal co-browsing link which the client clicks, it alerts the advisor that the client is on the page and ready, and the advisor starts taking them through the system.
Pre-pandemic the insurance industry still relied on face to face interaction. The switch to remote working from home resulted in relying on new technologies like screen sharing.
Insurance companies are losing clients and advisors will tell you that customers don't feel comfortable installing screen sharing and will fail to complete complicated application procedures.
With codeless co-browsing the advisors don't need to ask the customer to install anything and the insurance company itself does not need to add any code to their pages.
In one click, the advisor and the client arrive to browse on the application form. They work their way through it together where the advisor explains the options and the customer chooses one. After the policy is drafted, it's submitted or uploaded for signature. The co-browsing session ends. There's no need to uninstall software because none was added.
It's as close an experience as possible to meeting in person when they can't be physically present.
In addition, co-browsing is a memorable experience because of the ease and simplicity of how the co-browsing session starts and completes. In an industry that is undergoing changes and disruption where brand matters more than ever and good and bad experiences are relayed on social media in minutes, it's a gift.
Banks want to empower employees to continue to resolve customer issues while working from home just as effectively as if they were working from a retail branch.
In addition, more services became available online rather than requiring walking in and that added to the range of services staff needed to support remotely.
Of course, when customers physically walk-in this allows for greater engagement and cross-selling and upselling of products which the customer may not have realised existed. The time taken to speak in person allows for these opportunities. Co-browsing replicates this to within an inch of the real experience.
Co-browsing gives you that feeling of sitting there physically without actually being there. Both the customer and remote branch personnel are able to click and scroll and discuss items while being on the same page. They're replicating the physical experience from the comfort of their home and each bank website becomes a portal to collaborate on.
With the 3rd party codeless co-browsing both the customer and support or sales agent would go to a custom link e.g. upscope.com/airbnb.com where they both co-browse on a rendered version of Airbnb.com and the customer would need to login again.
However, for many sales demos or for guiding customers through public facing websites and forms, you don't need to login so 3rd party codeless co-browsing is great for sales teams, for taking clients through public forms and also for that initial sign up and onboarding if need be.
With slides held on Slideshare or Canva a sales exec can give an overview of the product and key benefits and if necessary go straight into a sign up and initial onboarding process.
An agent cold calling a prospect who shows interest can send one link to that prospect and immediately begin a session that starts on the right page of their website. The session can be interactive where the prospect clicks and engages with features to learn more.
Integrations and cross-application process support
Many organisations run systems where integrations with 3rd party websites are an essential part of it.
Upscope itself integrates with Intercom, Zendesk, Salesforce and others. Sometimes customers need support in completing the integration and being able to take them through that process in one smooth flow is where 3rd party codeless co-browsing fits perfectly.
Other examples include e.g. health insurance agents guiding clients from through their own website and then through government websites like Medicare or Medicaid.
Remote employee onboarding
Some less explored use cases will arise post-pandemic with a new larger remote workforce and the need to successfully onboard employees without ever being physically present.
In any company these days you'll have a range of cloud apps people use. There will be unique customisations of Slack (with a multitude of confusing channels), Salesforce, Intercom, Notion. There will be SOC2 security processes to complete, vacation leave policies and steps to book that leave and then department specific apps.
How long does it take to onboard someone one to one even if they're in the same office? It can take a month to fully settle in with the basic workings of a company. Doing it via Zoom or Google Meet where one person shares their screen and the other concentrates to listen and learn adds new layers of difficulty and is exhausting.
Being able to co-browse across those websites together where both the new hire and the existing employee doing the onboarding can click and scroll across multiple apps is faster and feels more engaged than standard Zoom type screen sharing.
Remote employee engagement and onboarding is still in the early stages of development and 3rd party codeless co-browsing will play its part and look out for apps built on top of that layer.