Cobrowsing software allows people to collaboratively 'browse' a website or app together in real time. Cobrowsing is most commonly used in customer service scenarios. Also known as co-browsing or collaborative browsing, a typical cobrowsing use case is to enable one person (a contact centre agent) to join a user (a website visitor or customer) on an existing website session to see, understand and solve problems.
Cobrowsing sends the agent an accurate visual representation of the customer's view of the website. Any changes that occur are updated on both the client and agent views in real time. The agent can assist the customer, by securely co-navigating the website. The agent can also annotate the customer's view of the website, help to fill out forms, and even overlay documents.
Cobrowsing is a great tool for helping customers who are stuck, confused or frustrated with an online process. Having a human be able to remotely help you is a great customer experience. We can all relate to the frustration of having to try and explain to agents over the phone what we are seeing on a website.
It's also a great way to what this helps to achieve is a more interactive, virtual ‘in-store’ experience for the buyer. This offers a fantastic customer experience and ultimately leads to increased website conversions.
It has been proven by independent research bodies that cobrowsing tools can increase order values and reduce call times. Cobrowsing is an intuitive tool for agents to use, as it allows agents a completely accurate render of the customer's website session, and so allows fast resolution times. Being able to physically guide customers towards specific pages and products also helps improve average order values and enable upselling opportunities in sales orientated contact centres.
Cobrowsing is mostly used as a high touch customer service tool, but it has great benefits as a sales tool too. It essentially brings a human level of customer assistance to a website process.
Cobrowsing is a versatile tool, but the most common use cases are:
Upselling: Being able to annotate the screen, share navigation around the website and send customers to different web pages makes cobrowsing a truly effective sales tool. This is especially useful for include agencies, high end retailers, and online financial services.
Reducing call times: Companies with high call traffic can use cobrowsing to reduce call times. If customers are getting stuck in web processes, it can directly save the agent's time by allowing them to manually assist the customer. Suitable companies include banks, utility providers, comparison websites.
High touch customer service: While nothing beats face-to-face contact, cobrowsing can reduce the need for travel, by providing VIP customers with a hand-held digital service. This can be helpful for public sector organisations such as local authority, or financial services companies.
Yes. Cobrowsing does not give the agent power over the customer's computer. Agents cannot see the customer's desktop, or other browser tabs. Customers are asked for permission before allowing an agent to cobrowse with them. Sensitive data can be redacted so that personal or sensitive information does not leave the customer's browser. Agent's cannot see this sensitive information. The customer does not have to download any files, and customers can end a cobrowsing session at any time.
Desktop sharing is where the entire computer is shared, not just the browser tab. Screen sharing involves the agent presenting part of the agent's desktop to the customer. Both desktop sharing and screen sharing may sound similar to cobrowsing. Cobrowsing only shares the customer's view of the website with the agent.
Cobrowsing: Agents can view customer browser tab. Agents cannot see customer desktop or other tabs. Customer cannot see agent screen at all.
Screen Sharing: Agents can display parts of their desktop to the customer. Customer cannot interact with the agent desktop.
Desktop Sharing: Either agent or customer can display their entire desktop to the other party. The other party can interact with the shared desktop.
Cobrowsing can be used in three different ways:
Phone calls: The agent asks the customer to read out a PIN from the website. The agent enters the PIN into the agent console to join the session. This PIN can be hidden behind a button in the company's website by using the cobrowsing API.
Live web chat: The agent offers cobrowsing to the customer during a live chat session, who accepts to begin cobrowsing.
Web calling: The agent offers cobrowsing to the customer during a web call, who accepts to begin cobrowsing.