Support Your Customers In Real-Time With Live Sessions
Assist your customer pro-actively by using tools that allow you to see what users are doing on your website in real-time.
“Please stay on the line, an agent will transfer you. The estimated waiting time is 10 minutes”, says a robotic voice on the other side of the line as you, the customer, roll your eyes, pen tapping on your desk nervously.”
Customer Service is changing
The way you support your customers online is different than in a brick-and-mortar shop. You do not have direct contact with your customers so you cannot follow their entire experience on your platform and you often-times receive a high amount of traffic at a time. Support channels quickly become over-flooded, out-of-depths, and inefficient.
Being able to communicate directly with a brand to voice an opinion, complaint or query — and to actually be heard — is invaluable to customer satisfaction and the overall customer experience. In order to provide excellent customer service, you must evolve the way you communicate and assist your users.
Live Sessions is a new tool that can help you assist your customers proactively and resolve tickets quickly. Accompany them along their journey, as if you were physically there to help them in person.
What is a Live Session?
A session is the complete journey of a single user from the moment they arrive on your website to the moment they leave. With specific tools these sessions can be monitored, recorded and replayed to understand how users behave on your website, from end-to-end.
A Live session simply means that you can watch a user session in real-time, while the customer is still present on your website, as if it was happening on your own browser.
Why do you need it?
Let’s take a look at the statistics:
- 67% of customer churn is preventable if firms resolve issues the first time they occur.
- 27% of Americans report “lack of effectiveness” as their number one frustration with customer service.
- 12% of Americans rate their number one frustration with customer service as “lack of speed”.
- 72% of consumers see having to explain their problems to multiple people as poor customer service.
The story told is clear: you need to understand and resolve real issues quickly. Customers are tired of speaking into deaf ears, and shouldn’t have to jump through hoops to have their complaints heard.
It’s bad for your customer and it’s bad for your business. Your brand image is affected and you lose customer loyalty. More than that, you put yourself at risk by not resolving the issues reported to you by your customers. If one customer was affected, it will affect others.
What are the use cases?
Support: Imagine a customer calls your service complaining that he cannot perform a basic action because the items are not displaying properly. Instead of having to guess from his explanations what the problem is, you can simply tune into their live session to see exactly what is displayed on the screen.
If a customer is specifically complaining about a technical issue, you can identify the bugs in their session by looking at the console messages. You can also uncover elements that are slowing down the network responses.
Sales: Live Sessions help sales representatives close a sale by allowing them to assist their customers during their purchase. Sometimes customers drop out before checking out because they can’t find the write button or because the pathway is complicated. Assisting them live gives your team the opportunity to close leads that are already on your website.
How does it work?
Asayer captures everything that happens on your website (clicks, inputs, logs and more). Every user session is categorized and stored. You can then replay sessions to analyse behaviors and uncover issues. We noticed that video replay was very important to help Support teams understand the problems their users were facing so we’ve decided to add a new feature; the live session.
Now, on your Journeys page, where all your sessions are displayed, you can also see a banner for the sessions that are currently LIVE. Above, we can see that there are 2 such sessions.
By clicking this banner you have more details about the users currently online: the country they are from, how long they’ve been online and the environment they are using to visit your page. Here, you can filter by any ID, such as SessionID or UserID, to find a particular users’ session.
When clicking on a particular Live session, you see a perfect representation of their screen in real-time. You can go back in time to see what they were doing previously, and you can follow their actions as they are taking place. The yellow dot on the screen represents their cursor, so that any movement or hesitation is captured.
You can analyse the network and console responses during the session as well as their actions. That way, any issue is easily identifiable and easy to reproduce. Integrated with you collaboration tools (Slack, Jira and Trello), you can quickly share your findings with the rest of your team (Product, QA orDevelopers) .
Assist your customers proactively
When a customer calls you about a problem, you can directly assist them with Live Sessions and resolve their ticket in minutes. No need to go back-and-forth (chat, emails or screenshots) to understand what is going on from their side.
Asayer helps you assist your customers proactively, improve your customer experience and increase retention on your website.
