Cobrowse vs remote support
The comparison guide you're looking for
Remote support and co-browsing are ground-breaking technologies that are widely used in customer service and technical assistance. However, they are fundamentally different in the way they work and the level of control exercised by the end user.
What is remote support?
Remote support is the technology that allows technicians to access and control a remote device via a remote access connection for troubleshooting software issues or installing essential programs.
Technicians don't have to be physically present near the faulty device. They can gain complete control of the device from anywhere in a remote support session, allowing them to view any file or notification and navigate to any setting.
What is cobrowsing?
Cobrowsing, or collaborative browsing, is the technology that allows joint navigation and simultaneous interaction between a technician and customer on the same webpage in real time. Where remote support gives complete access and control to the technician, cobrowsing narrows it down to a browser or even just the webpage.
It provides an extra layer of privacy with data masking, where the customer's sensitive information is hidden from the technician's view.
Cobrowsing vs. remote support
What makes cobrowsing different from remote support?
Cobrowsing provides targeted sharing, where the technician's access and control is limited to the webpage and the customer maintains full control over their device. It's a browser-based technology that does not require any installation on the customer side. These features work in the customer's interest by offering enhanced privacy, security, and control.
| Feature/ functionality | Cobrowsing | Remote support |
|---|---|---|
| How it works | It establishes a secure network connection between the technician and the customer. It only gives control of the selected pages of the web app and uses DOM sharing with mouse and keyboard emulation. It is a context-aware version of remote support with much better privacy controls. | It establishes a secure network connection between the technician and the customer and gives complete control over the remote computer. It involves image/video sharing with mouse and keyboard emulations, which are very similar to RDP or VNC. |
| Setup process | It is completely browser-based. No downloads are required at the customer end. However, businesses need to install the script on their website. | It depends on the type of software. Cloud-based: No prior installation is required on the technician side. An agent must be installed at the customer end, based on their OS. On-premise Installation is required on the technician side. |
| Scope of access | Technician gets access only to the webpage or app, which the customer is currently viewing. With restricted access, the technician cannot control anything outside of that webpage or access other applications and files on that device. | Technician can access the entire device and execute any action, like moving files, installing or deleting applications, or changing settings. Access can be on-demand, where a customer requests for a remote support session, or unattended, where the technician can access the remote device without the end user being present. |
| Content visibility | Technician has limited visibility on what they can see in a cobrowsing session. When a customer enters their login credentials or uses their national identification number like a Social Security Number or Aadhar number, it will be masked on the technician's screen. | Whatever is there on that device (files, applications, settings), it will be visible to the technician. If the customer has opened a confidential document which contains personal information, the technician will be able to see whatever is visible on that screen when they are in a remote support session. |
| Privacy | Cobrowsing sessions offer maximum privacy due to technician's limited access and data masking. | Privacy is limited in remote support sessions as technicians have temporary, guided access to certain system areas to help resolve issues efficiently. |
| Interaction | Collaborative interaction: Both the technician and the customer can control and work within the same webpage, like scrolling through the webpage, typing text, or clicking on form fields. Additionally, the technician can use annotations on the shared view to provide over-the-shoulder assistance. | One-way interaction: Only one user can actively operate the device at a time, while the other must remain passive to avoid confusion and conflict. |
| Security level | Cobrowsing provides more security for customers with data masking, data encryption, button blocking (technician cannot click buttons on customer's behalf) and limited access for technicians. | While the remote support session itself is encrypted, it still poses security risks due to accidental exposure of customer data or to external vulnerabilities during software installations and downloads. |
| Use cases / Ideal for | Customer-facing teams who are in charge of vendor management, online sales, product demos, onboarding, and providing support through websites. | IT specialists and system administrators who provide IT support, device maintenance, and software fixes. |
Remote support or cobrowsing: Which is the best fit for your use case?
Remote support and cobrowsing have their own pros and cons but when used for the right purpose, it can be a game changer for your business. We have listed a few use cases below to give you a clear picture.
Banks, brokerage firms, insurance and fin-tech companies deal with customers for myriad reasons: opening or managing accounts, making deposits, transferring money, or onboarding them to new policies. Customers are required to fill up extensive forms to avail any of these services online, where they will enter their PII and financial details. A cobrowsing solution can help these customers complete those processes directly on the relevant webpage while maintaining confidentiality and privacy throughout the process with data masking.
From groceries to gadgets, customers have moved to online shopping for their convenience. This trend is further fueled by an array of discounts, coupons, and vouchers that seal the deal for many. Customers may face an issue in finding a new product, availing a certain discount or in using a voucher for their purchase. That's where cobrowsing can really make a difference. Your service agents can see exactly where your customer is on your website, understand the error that is popping up, and guide them through their purchase with visual cues. The customer retains control over their mouse and keyboard so that they alone can take the desired action.
IT professionals and system administrators across organizations are the invisible gears that keep a business running in top form. They manage all the systems in an organization and when employees come across issues in their work devices, it requires their immediate attention. Situations like these call for a remote support solution, where IT specialists can initiate a session with that employee, take control of the device, locate and fix the issue promptly.
In the world of software as a service (SaaS), it is the vendor's obligation to ensure their software works smoothly for their customers at all times. Any disruptions must be resolved at the earliest to enhance the customer's experience and retain their loyalty. In such cases, your service agents will benefit from a remote support tool that allows them to access the customer's device and all its folders, diagnose the issue, transfer files to fix the application and even reboot the system to implement the changes.
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SIGN UP FOR FREEFrequently asked questions
The key difference between remote desktop sharing and cobrowsing is the level of access given to the technician or service agent. With remote desktop sharing, technicians can view the remote customer's screen, open or transfer files in that desktop, and change any system settings for troubleshooting. On the other hand, cobrowsing narrows it down to a webpage, where technicians can't access any folders or settings in the system.
It depends on the customer issue and the level of access needed to fix it. In case of software issues or system troubleshooting, remote access is the way to go. If the customer's query is related to a process on your website, like filling up registration forms, purchase or return of items or availing discounts, then cobrowsing is sufficient for your service teams.
The key difference between screen sharing and cobrowsing lies in visibility and control. Screen share allows technicians to share their entire screen with their customer for demonstration purposes or vice versa but only the person sharing the screen can control it. Cobrowsing allows both the technician and the customer to view and control the webpage simultaneously in real time. They can scroll through the webpage, enter text, or navigate through menus as if they are working side by side.
Cobrowse by Zoho Assist is GDPR, HIPAA and PCI compliant, which extends to all cobrowsing sessions and activities conducted through the solution.