As more customers interact with businesses on smartphones, mobile cobrowsing helps your sales and support teams reduce friction, resolve issues faster, and increase conversions, improving the quality of their mobile web experiences.
TRY COBROWSE FOR FREE
Mobile cobrowsing enables your customer-facing teams to see what a user is viewing on their mobile browser. They can guide customers through filling in forms or uploading documents in real time, without screen sharing or app downloads. Access and control is limited only to the webpage, so the user’s device and personal data remain protected.
Mobile cobrowsing for customer support teams means faster resolutions, fewer escalations, and less back-and-forth over chat or phone.
When redirections in extensive processes aren't successful and users are stuck in blank pages, they are more likely to drop off from that point. Mobile cobrowsing can help alleviate this situation where support agents can see exactly what is happening on the webpage and suggest alternative methods to the user.
Explaining the exact actions or steps taken on a webpage via chat or call can be unfruitful as there are high chances of miscommunication. When chat agents switch to cobrowsing, explanations are replaced with visuals of the webpage and they can see the actions taken by the user in real time.
When user issues are resolved right where they occur, it cements their trust in your organization. Mobile cobrowsing helps your team do just that while providing a premium service experience for your customer, leading to increased conversions.
Step 1. Support requestA user visits your website on their smartphone and they come across an issue with redeeming a coupon.
Step 2: Session initiationThey reach out to your support team for assistance. Your agent swiftly initiates a cobrowsing session and sends the session key to the user.
Step 3: Join sessionOnce the user enters the session key in the cobrowse widget and joins the session, your agent can see exactly where the user is on the webpage and the issue they’re facing.
Step 4: Guided resolutionYour agent can navigate to the right page and help the user redeem the coupon.
Step 5: Privacy preservedAgent control doesn’t extend beyond the webpage, so the user retains control over their smartphone. Sensitive fields are masked from the agent’s view, protecting their data in a mobile cobrowsing session.
Whether your customers are shopping, banking, or troubleshooting on a mobile app or browser, cobrowsing on mobile meets them exactly where they are.
New users are bound to face difficulties while setting up an account, navigating to a particular resource, or trying to submit a form. Mobile cobrowsing is the best solution for these users, because they can get instant visual help from the support team and complete the process seamlessly.
Online shopping can be overwhelming when users are trying to compare multiple products and they’re unsure of their choice. With the right guidance from the product team through mobile cobrowsing, users can make informed decisions in less time and complete the purchase without any checkout or payment issues.
Mobile cobrowsing works best for financial institutions and insurance agencies who deal with a user’s data on a regular basis. Submission of forms for account openings or withdrawal claims, uploading documents for verification, and other processes can be made easier for the user with mobile cobrowsing.
Unlike screen sharing tools that require customers to install software, mobile cobrowsing works directly in the browser. There's no setup friction for the customer, making adoption instant and support faster to initiate.
Mobile cobrowsing is compatible with all major mobile browsers, so your support team can assist customers regardless of whether they're on Android or iOS, Chrome or Safari. There's no need to troubleshoot compatibility before the actual issue is even addressed.
By enabling agents to guide customers through issues in real time visually, mobile cobrowsing reduces escalations, repeat contacts, and lengthy support calls. Agents resolve problems faster while keeping support costs down and maintaining quality.
Cobrowse by Zoho Assist makes secure mobile cobrowsing simple and is built with customer privacy at it's core. Here are some of the features that make mobile cobrowsing secure with Cobrowse by Zoho Assist.
Organizations can blacklist elements that will contain customer's sensitive data like passwords, account numbers or government ID numbers. Data in blacklisted elements will automatically be masked in a mobile cobrowsing session, protecting sensitive data throughout the session.
Mobile cobrowsing limits the agents’ view and control to just the webpage. They can’t navigate to phone settings or open apps outside of the webpage. Even if notifications pop up, they won’t be visible to the agent nor can they click on it, leaving the user to keep full control over their device.
Cobrowse by Zoho Assist runs through TLS and 256-bit AES encryption protocols, ensuring that your organization data and cobrowsing sessions are protected from external tamper.
Cobrowse by Zoho Assist helps you prevent business risks while mobile cobrowsing because it’s compliant with global regulations such as GDPR, HIPAA, and PCA. This compliance extends to any cobrowsing session conducted through this software so that you don’t have to worry about it.
Eliminate mobile friction by showing customers exactly where to tap, scroll, and submit—live.
TRY ZOHO ASSIST COBROWSEMobile cobrowsing is a support technology that lets an agent view a customer's mobile browser in real time. Unlike screen sharing, cobrowsing is limited to the active webpage: the agent cannot see apps, notifications, or device settings. It requires no app downloads and works directly in the mobile browser.
Yes. Cobrowse by Zoho Assist uses TLS and 256-bit AES encryption to protect all session data. Sensitive fields like passwords and account numbers are automatically masked, and agent access is restricted to the webpage only. The solution is also compliant with GDPR, HIPAA, and PCI standards.
Screen sharing gives an agent full visibility of a user's screen—including apps, notifications, and personal content. Mobile cobrowsing limits the view to a single webpage, giving more privacy for customers. Cobrowsing also requires no app installation, making it faster to start and easier for customers to use.
No. During a mobile cobrowsing session, agents can only interact with the active webpage. They cannot access phone settings, open other apps, or view notifications. You always stay in full control of your device.
