Conversational AI Customer Support Tool

What is cardina.com?

Cardina.com offers a customer experience (CX) tool named Cardina Cobrowse. This tool facilitates customer service interactions by enabling agents to visually guide customers through their concerns via co-browsing. Through Cardina Cobrowse, agents can view and interact with the customer's screen in real-time, offering assistance without necessitating any downloads or complex instructions.

According to the website, Cardina Cobrowse can enhance efficiency by resolving customer issues 41% faster. This capability is attributed to agents being able to observe the customer's screen live, potentially leading to reduced handle times and heightened levels of customer satisfaction and Net Promoter Score (CSAT/NPS). The tool is designed to provide a swift and hassle-free solution for both customers and agents, with the goal of improving first-contact resolutions and overall customer engagement.

How secure is the customer data during co-browsing using cardina.com?

Cardina Cobrowse prioritizes the security of customer data during co-browsing sessions through various measures:

1. Data Masking: Sensitive information within HTML elements or form fields is obscured during co-browsing sessions.
     

2. Controlled Agent Access: Agents are granted access to sensitive customer data only when necessary and with explicit customer consent, thereby enhancing compliance and reducing risks compared to full account access.

3. Blocking Out Sensitive Information: The platform automatically blocks out sensitive customer data, preventing exposure to agents during co-browsing sessions.

4. Restricting Agent Viewing Permissions: Agents' viewing permissions are restricted, allowing access to customer information only when appropriate.

These security features are implemented to provide assurance to both customers and companies, ensuring a secure co-browsing experience while maintaining privacy. Prioritizing data security not only fosters customer trust but also mitigates the potential high costs associated with data breaches.

What are the benefits of cardina.com?

Cardina Cobrowse presents a range of benefits that enhance both customer experience and operational efficiency:

1. Increased Efficiency: By enabling agents to observe the customer's screen live, issues can be resolved 41% faster. This reduction in handling times contributes to heightened levels of customer satisfaction and Net Promoter Score (CSAT/NPS).

2. Improved First-Contact Resolutions: The platform facilitates instant connectivity and two-way screen sharing, resulting in a 47% increase in first-contact resolutions. This capability creates more opportunities to drive satisfaction and secure deals.

3. Enhanced Customer Support: Real-time guidance, teaching, and troubleshooting provided by agents prove especially beneficial for users who may not be tech-savvy.

4. Secure Data Handling: Cardina ensures that sensitive customer data is accessed only with explicit customer consent, thereby improving compliance and minimizing risks.

5. Seamless Integration: Integration with existing tools offers a comprehensive view of the customer's digital experience, enhancing support capabilities.

6. No Downloads Required: Customers are not required to download anything or follow complex instructions, streamlining the support process and making it more accessible.

These benefits collectively aim to streamline support processes, enhance customer engagement, and ensure data security, resulting in an improved overall experience for both customers and support teams.

What are the limitations of cardina.com?

While Cardina Cobrowse offers numerous benefits, it's essential to acknowledge certain limitations:

1. Dependence on Customer's Tech: The efficacy of co-browsing may be hindered by factors such as the customer's internet connection quality and browser capabilities.

2. Privacy Concerns: Despite measures like data masking, customers might express apprehensions regarding privacy when sharing their screen with a support agent.

3. Complexity in Implementation: Integrating co-browsing into existing customer support systems may necessitate technical expertise and could pose challenges depending on the infrastructure in place.

4. Scope of Support: Co-browsing primarily addresses web-based issues and may not be as effective for resolving problems outside of the browser environment.

5. Training Requirements: Agents need to undergo training to proficiently utilize co-browsing tools, which might entail additional time and resources.

Considering these limitations is crucial when evaluating whether Cardina Cobrowse aligns with your organization's customer support requirements.

How to get started with cardina.com?

To get started with Cardina Cobrowse, follow these simple steps:

1. Sign Up: Instantly create an account on their website. Cardina offers a free plan, requiring no credit card for signup.

2. Get a Demo: If you want a preview of Cardina's capabilities, request a demo to explore its features firsthand.

3. Integration: Seamlessly integrate Cardina with your existing tools to engage with customers and gain a comprehensive view of their digital experience.

4. Training: Familiarize yourself and your team with Cardina's features and functionalities. Utilize resources provided by Cardina or contact their support team for training materials.

5. Start Co-browsing: Once set up, initiate co-browsing sessions with customers. Guide them through your app or website effortlessly, without the need for downloads or meeting links.

For additional guidance and support, refer to the resources available on the Cardina website or reach out to their customer service team.