Case Study: Quicken improves handle times and customer satisfaction with Cobrowse.io

Cobrowse empowers Quicken to improve handle times and increase agent and customer satisfaction to an all-time high

Quicken, a personal finance management application, faced a challenge with its slow and limited legacy screen-sharing tool, which was causing agent frustration and hindering effective customer support for its complex financial products. They turned to Cobrowse.io to implement a superior co-browsing solution that was fast, offered on-screen annotation, and worked seamlessly on both desktop and mobile platforms.

By integrating Cobrowse.io, Quicken empowered its support agents with an easy-to-use and reliable tool that significantly improved customer interactions. The results were substantial, including a 26% decrease in average handle time and remarkable 92% agent satisfaction, all while handling over 40,000 co-browsing sessions per month.

Quicken

Ian Roberts

Director of Care Operations & Technology