What is co-browsing?

Co-browsing, also known as collaborative browsing is a browser-based solution that empowers client support agents to collaborate in real-time with the client’s browser. The agent can see to identify the problem and browse the screen of the customer together to interactively guide sales or customer support.

The companies that make customer engagement the focal point are inclined towards creating value as well as optimizing their ROI. With interactive and real-time support, they deliver meaningful end-to-end customer experience to clients.

The co-browsing tool enables you to guide your non-technical clients through complex processes without the need for further download.

How co-browsing works?       

Modern solutions for co-browsing combine the power of WebRTC technology which requires no downloads, installations, or plugins. This browser-based technology enables peer-to-peer communication between two browsers and provides a seamless experience through instant contextual communication.

When the co-browsing session begins, the agent will provide an accurate visual representation of the browser screen for the client.

• By securely co-navigating the website, the support agents can assist the customer.
• The agents can also annotate the view of the website from the customer, help fill out the forms, and even overlay the documents.

WebRTC based browsing also protects conversations from malware attacks or threats and supports most modern browsers and devices including mobile browsers as well.

Types of co-browsing:

• Live View and Highlight
• Embedded Co-browsing
• Universal Co-browsing
• Document Co-browsing

Benefits of co-browsing:

• Provide real-time assistance
• Improve first contact resolution
• Faster resolution process
• Deliver personalized service

Top features of co-browsing:

• No downloads or installations
• Switching pages
• Highlighter tools
• Mobile SDK
• Data masking
• Easy usability
• Data Security

Common use cases of co-browsing:

• Co-browsing for customer service
• Co-browsing for sales & lead generation
• Co-browsing for call center support
• Co-browsing for onboarding
• Co-browsing with live chat and video chat
• Co-browsing for mobile apps