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

Klarna boosts resolution rates by 15% with Cobrowse.io

Klarna, a global fintech company, faced a challenge in resolving complex customer support enquiries due to its highly personalized and frequently updated app. Regulatory requirements also prevented agents from viewing sensitive customer data. Seeking an innovative solution, Klarna partnered with Cobrowse.io to implement a co-browsing service.

Cobrowse.io provided a solution with robust support for both iOS and Android apps, along with a private-by-default data redaction feature that ensured compliance. The integration was smooth, working with both Freshdesk and Klarna's in-house systems. The results were significant, showing a 15% higher resolution rate on support cases and a 90% customer satisfaction score for sessions using Cobrowse.io. This success led Klarna to expand the use of co-browsing as a default support option.

Klarna