Case Study: Klarna achieves higher resolution rates with Cobrowse.io

Cobrowse enables Klarna to tackle complex cases and drives higher resolution rates

Klarna, a global fintech company, sought to improve its customer support for complex inquiries within its highly personalized app while strictly adhering to stringent data privacy regulations. Their challenge was to find a solution that provided agents with the customer's view without compromising sensitive information. They turned to Cobrowse.io for its co-browsing solution to address these specific needs.

Cobrowse.io implemented a secure co-browsing solution with robust, default data redaction and native support for both iOS and Android apps. This integration ensured agents could only view the Klarna app, preventing access to any personal data on the customer's device. The results were significant, including a 15% higher resolution rate on support cases and a 90% customer satisfaction score for calls using the tool, leading Klarna to expand its use of Cobrowse.io across more support channels.

Klarna

Quynh Nguyen

Product Manager