Best Co-Browsing Software
Co-browsing software is a powerful tool for delivering real-time customer support by enabling customers to share their screen and allowing agents to jointly navigate web pages. This instant screen sharing capability, without requiring software downloads or extensions, empowers agents to provide guided assistance to customers through complex transactions and processes. By providing an accurate visual representation of the customer’s view while ensuring data security through secured field masking, co-browsing software strikes a balance between personalized support and data privacy. To be considered a co-browsing solution, a product must offer view-only and edit access to users’ web browsers and integrate with other customer service software for a seamless support experience.
Key Points:
- Co-browsing software, also known as collaborative browsing or co-surfing software, enables customers to share their screen and allows agents to jointly navigate a web page, providing real-time customer support.
- It facilitates instant screen sharing without requiring software downloads or extensions.
- Customer support agents initiate a co-browsing session with the customer, and upon acceptance, they can get an accurate visual representation of the customer’s view of the website.
- Agents can take temporary control of the customer’s screen to guide them through complex transactions and processes, such as placing a purchase order.
- Unlike screen sharing software, co-browsing software only shares the user’s web browser or mobile application, not the entire desktop.
- It ensures data security by preventing agents from viewing other web pages or tabs through secured field masking or data masking, allowing customers to enter sensitive information without the agent seeing the characters.
- To qualify as a co-browsing solution, a product must provide the ability to allow view-only and edit access of users’ web browsers and integrate with other customer service software like live chat software and video conferencing software.
Featured Software
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FAQs of Co-Browsing Software
Cobrowsing software allows customer service agents and website visitors to browse the same web page together in real-time. It’s like screen-sharing but just for a single web page.
The visitor shares their browser window or screen with the agent. The agent can then navigate, scroll, click and visually guide the visitor through the webpage during the cobrowsing session.
It’s extremely helpful when agents need to visually explain something on a website, walk through processes, or see exactly what the customer is looking at to provide guidance.
Usually not. Most solutions use a simple 1-click activation from the visitor’s end to initiate cobrowsing without installing any extra software.
With the more advanced cobrowsing tools, agents have options to control the mouse cursor and make actions on the visitor’s behalf if needed during screen shares.