What "universal" means in cobrowsing
Universal cobrowsing refers to the ability to initiate and maintain real-time web collaboration regardless of the customer's browser, device, or operating system.
Unlike traditional cobrowsing, which often works only in specific environments or requires plugins and SDK dependencies, a universal co-browsing mode works entirely within the browser, delivering consistent support across all user setups.
With Cobrowse by Zoho Assist, agents don't need to worry about compatibility, support just works.
Universal Cobrowse Experience by Zoho Assist
With this unified co-browsing tool, agents can assist customers across:
All major desktop browsers (Chrome, Firefox, Safari, Edge)
Mobile browsers and responsive web apps
Different operating systems and device types
Web portals, SaaS applications, and customer-facing platforms
The problem universal cobrowsing solves
Traditional cobrowsing tools often fail in real-world situations. They may depend on specific browsers, outdated plugins, embedded SDKs, or restricted environments that customers may not support.
A customer tries to complete an insurance claim on Safari from their iPhone. The agent uses a traditional cobrowsing tool that only supports desktop Chrome with a plugin. The result? The session fails, the customer gets frustrated, and the support ticket escalates.
Universal cobrowsing eliminates this friction. Because it runs entirely in the browser and adapts to the user's environment, every customer, regardless of device or browser, gets the same reliable support experience.
How universal cobrowsing by Zoho Assist works
With this unified co-browsing tool, agents can assist customers across:
Technician initiates a session and generates a 6-digit alphanumeric key.
Customer clicks the Cobrowse widget on your website.
Customer enters their name and session key to connect instantly.
Real-time collaboration begins inside the browser with no downloads or device-level access needed.
Customer retains full control, with the ability to pause or end the session at any time.
Where universal cobrowsing delivers the most impact
Cross-browser customer support
With universal Cobrowsing by Zoho Assist, agents can assist users instantly on any browser or device, including Chrome, Firefox, Safari, Edge, and mobile browsers, providing a consistent experience for every customer.
High-volume digital workflows
From onboarding and account setup to form completion, renewals, and transactions, Universal cobrowsing enables real-time guidance that reduces errors and ensures workflows are completed efficiently at scale.
Web-first SaaS and portals
Support teams can navigate and assist directly within web applications or SaaS platforms, eliminating compatibility issues and creating a smoother, user-friendly experience.
Global and remote user bases
No downloads or setup are needed, which allows you to deliver real-time, secure guidance to customers anywhere. Remote and international users get consistent, high-quality support on any device or network.
Use cases of universal cobrowsing by industry
Banking and financial services
Guide customers through online applications, KYC forms, and transactions directly within your banking website, without exposing sensitive data or requiring downloads. Universal co-browsing ensures secure, consent-based assistance inside the browser.
Insurance
Assist policyholders with claims, renewals, and form submissions on insurance web portals, across desktop and mobile browsers, using a unified co-browsing solution that works reliably in real time.
E-commerce
Help shoppers navigate product pages, resolve checkout issues, and complete purchases within your ecommerce website, reducing cart abandonment through real-time, browser-based guidance.
SaaS and B2B platforms
Enable seamless onboarding, feature walkthroughs, and user assistance inside web-based SaaS applications and dashboards, even when customers access them from different browsers or devices.
Healthcare
Support patients with appointment booking, portal navigation, and online forms through secure patient web portals, while maintaining privacy, data masking, and consent-based access.
Telecom and utilities
Assist customers with service requests, account updates, and troubleshooting on self-service web portals, delivering help across browsers without relying on screen sharing or downloads.
Support every customer with universal cobrowsing by Zoho Assist.
Frequently asked questions
Cobrowsing software is a real-time collaborative browsing technology that enables technicians to securely view and interact with a customer's web browser.
Not at all. Our cobrowsing tool works directly in your browser. Customers join instantly through the embedded Cobrowse by Zoho Assist widget by entering a unique 6-digit alphanumeric key.