Viewing what a customer sees online helps resolve issues more quickly
ENFIELD, Conn. – MassMutual Retirement Services is introducing co-browsing to enhance online services to retirement plan savers, employers, financial advisors and third-party administrators.
Co-browsing allows retirement plan customers to more closely interact with MassMutual service team members and call center employees by allowing them to view what the customer is seeing online while answering questions about retirement plan websites.
Co-browsing, which is used only when a client grants MassMutual permission, helps service representatives resolve issues more quickly, typically on the first call, with a greater level of understanding and satisfaction than other electronic communications.
Security options also allow web users to block sensitive information during the co-browsing session. MassMutual serves more than 35,000 retirement plans and approximately three million plan participants. Co-browsing is available to plan sponsors and participants who rely on the RetireSmartSM, Total Retirement Center and Edge websites.
To see what your clients see
“Co-browsing enables MassMutual service and call center staffers to see what our clients are seeing on their computer screens, answer questions and help guide them through their online experience,” said Eric Wietsma, Senior Vice President, Retirement Services Sales and Worksite Education.
“Co-browsing is rated higher for customer satisfaction than any other communication channel for customer service.” Seventy-eight percent of customers who used co-browsing were satisfied with their service compared to 74 percent serviced on the phone, 69 percent through online chat, 54 percent by email, and 47 percent via self-service on the web, according to Forrester’s North American Technographics Customer Experience Online Survey in 2010.
Co-browsing is being used by MassMutual to provide a wide variety of services to retirement plan participants: assistance with web navigation, filling out forms, solving unique problems quickly and efficiently, and mutually reviewing account data and geographical information, and adding or changing beneficiaries.
In addition, co-browsing can help participants get help in understanding information about complex products and services. Plan sponsors, financial advisors and TPAs will also find co-browsing as beneficial, according to Wietsma. They can use co-browsing to update preferences, view and download available reports, get assistance with processing loans, create file maps, review plan designs and provisions, execute participant transactions, and view, print or download plan-level forms, he said.
“Co-browsing is the latest technological enhancement from MassMutual that reflects our commitment to constant improvement,” Wietsma said. “Our goal is to provide the best customer experience in the retirement plan industry. Co-browsing is one more step towards that goal.”
For more information about MassMutual’s Retirement Services Division, please contact your financial professional or call MassMutual at 1-800-874-2502, option 4.
