Illustration of customer support specialist virtually assisting customer with the Cobrowse tool

What Is Cobrowsing?

Cobrowsing is a feature that allows two or more people to view and interact with the same web page at the same time. While co-browsing, one person’s actions in the browser are updated for all users.

Cobrowsing is typically done via a separate application or extension that works in conjunction with the web browser.

There are many benefits to cobrowsing including the ability to offer better support, provide customers with the information they need, and reduce customer wait time.

In this article, we’ll cover what cobrowsing is, why it’s important, and how to implement it to assist customers and your team.

How does cobrowsing work?

Cobrowsing works by sending messages about what each user is doing on the webpage back to the other users viewing the page. These messages are also known as “user activity messages.” As a user interacts with an element of a web page, the application tracking these interactions sends a message to all other users currently viewing that page. Views and interactions tracked include clicking, selection, typing, dragging and dropping, zooming, and scrolling.

For example, assume Alice is cobrowsing with Bob via an application. If Alice selects several text fields on a webpage then types into them, the co-browsing application tells Bob’s browser that Alice has selected several text fields and is typing in them. When Bob selects a text field and types into it, his actions will be updated to the rest of the group.

What’s the difference between cobrowsing and screen sharing?

With cobrowsing, you can share just the web browser or mobile application that has open tabs on it without having any concerns about what else might be running alongside these applications. This makes for more secure interactions between everyone involved. Also, there is no need to download onto either party’s device during this type of collaboration session.

Cobrowsing ensures that everyone is seeing the same thing at the same time with minimal work involved. When using screen-sharing applications, differences between devices can create incompatibilities that interrupt collaboration.

Why is co-browsing important?

Poor communication can lead to gaps in information and misunderstandings when collaborating, leading to wasting time and money on tasks that will not meet customers’ needs. Instantly see what the customer is seeing to eliminate any confusion.

Cobrowsing also makes it easier for IT personnel and developers to collaborate on projects remotely, with minimal resistance.

How can cobrowsing be used?

Some of the use cases include:

Customer support.

With cobrowsing, customer service agents can perform remote desktop support without needing technical expertise – anyone can easily show someone what they see without having any technical training or experience. 

Collaborating on projects with other users.

Cobrowsing is the perfect solution for syncing up a project. Team members can easily cobrowse on a project, work together and share notes without leaving their web browser or needing technical expertise.

Creating test cases.

Testers can create more thorough test cases by showing the tester what they are currently seeing. This makes it possible to verify that a bug has been reproduced and is not just a visual error.

Overcoming geographic limitations when working remotely with other team members.

Cobrowsing is a perfect solution for teams that are separated by geography. This allows everyone to view and interact with the same web page – from their own location – without needing to meet up in person.

Testing website layouts and designs with multiple browsers and devices.

Cobrowsing is a great solution for testing how your site looks across various browsers or devices. You can easily work with other users, including mobile app users, to compare what you’re seeing in the different web browsers, ensuring that each user has an identical view.

Product demos.

With cobrowsing, it’s easy to give product demos. You can use a live check-out or create a demonstration site with the same information that you would provide in a live demo. This makes it easier to ensure that everyone is on the same page and see what they would be working with when they get started.

Improving customer satisfaction.  

Cobrowsing results in higher customer satisfaction by reducing the time it takes to resolve an issue. Support agents solve problems faster and customers get solutions quicker – it’s a win-win!

Why should businesses use cobrowsing?

Cobrowsing can help to improve customer satisfaction, as well as reduce costs for some companies by eliminating the need for customers to call their customer service department.

Visually seeing the problem at hand allows support agents to find solutions for customers faster. 

How to implement a cobrowsing solution.

If you are looking to improve the customer experience and help your support team solve issues more efficiently, take a look at Capacity.

Capacity is a support automation platform that takes a holistic approach to customer engagement, protecting sensitive customer data and reducing costs as businesses scale.

Capacity provides the latest cobrowsing technology to ensure that customer interactions with your website, support team and all online processes are consistent, secure, and always the highest quality.

To learn more about how Capacity can help your business, request a free demo today.

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