Cobrowsing: What it is and how it works

When remote support agents can view a customer's browser alone and jointly navigate a webpage with them in real time, that's considered cobrowsing. In a cobrowse session, support agents have limited control and access, where they can scroll through a webpage, highlight any area on the webpage, or enter text, but they can't complete transactions or click any buttons, giving customers the final say and full control of the session.

Cobrowsing is a cloud-based or browser-based functionality that requires no installation from the customer's side. A support agent initiates a cobrowse session based on a customer's request. All the customer has to do is enter the session code and join the cobrowse session, where the support agent and the customer can control the same webpage at the same time without any interruptions.

What is cobrowsing software?

Cobrowsing software is a tool that allows a business to enable cobrowsing functionality for their website. It comes with a script that businesses can embed within their website’s code, which will launch a widget on their website. Using this widget, a customer can request a cobrowsing session. Support agents will then initiate a session from the cobrowsing software, where they can view the website together with the customer and guide them in real time.

What is the difference between screen share and cobrowse?

While screen sharing and cobrowsing sound similar, there are a few distinguishing traits that set them apart.

01The way it works

Screen sharing works by capturing the contents of the screen, encoding them for transmission through the internet, decoding them on the end device, and displaying them as a live stream on the end user's screen. This requires software, protocol, and live video processing hardware working in sync to ensure a smooth connection.

On the other hand, cobrowsing does not capture and transmit the entire webpage end-to-end. Instead, it uses a combination of Javascript, WebSocket and backend server processes to relay the actions taken or events through document object model (DOM) synchronization. This allows for low-latency connections and real-time mirroring of actions without any noticeable delays.

02The level of access and control

Screen sharing allows a technician to view the entire screen of a customer's desktop or mobile while controlling the remote device. Technicians can access any file or open other applications during a screen sharing session. They can also share their own screen with a customer for demonstration purposes. However, only one person can control the screen or perform actions at any given time. Both participants cannot navigate simultaneously during a screen sharing session.

When it comes to cobrowsing, both the customer and technician can navigate the webpage together, use annotation tools, and enter text to fill forms. The advantage of cobrowsing is it gives limited access to technicians, where they can view only a specific browser tab or mobile app screen. Any further control beyond that browser tab is possible only if the customer gives access. Also, they cannot perform finalizing actions on behalf of the customer, such as clicking the "Submit" or "Pay" buttons for completing transactions.

03 Visibility of content

With screen sharing, the customer has no control—any content on their screen will be displayed to the technician. Notifications or messages that pop up during a screen sharing session will be visible to the technician. Any personal or sensitive information is vulnerable to exposure, as the customer cannot selectively hide parts of their screen in real time. Without any safeguards in place, screen sharing can pose risks in terms of data privacy and protection.

Cobrowsing addresses these risks with data masking functionality that hides personal or sensitive information from the technician's view, which makes it more secure for the customer.

Why customer support teams should use cobrowsing

With its robust security and collaborative efficiency, cobrowsing enables customer-facing teams to handle incoming requests with ease, and organizations can experience the following benefits.

  • Build trust and credibility among customers

    Customer experiences can influence brand perception significantly. When your support agents use cobrowsing, it provides a secure environment for the customer, where they can receive instant support without compromising on their data privacy and device security. This enhances customer experience and builds the trust and credibility of your brand among your customer base.

  • Retain customer loyalty

    Customers who have satisfactory experiences with your contact center will always return with positive expectations. Cobrowsing helps contact centers achieve this goal, where chat operators gain visual context for a customer's issue and guide the customer towards a solution in no time.

  • Improve online sales and conversions

    Cobrowsing helps sales personnel bridge the gap between intent and action in a customer's purchase journey. It allows them to see exactly where the customer is in the checkout process and guide them through the transaction, reducing cart abandonment and increasing sales.

  • Improve first call resolution rates

    Support agents can initiate a cobrowsing session while they are on the call with the customer. This brings both parties on the same page right away, skips the back-and-forth questions, and allows support agents to guide the customer directly to the intended action.

Is cobrowsing safe?

Cobrowsing is considered a safer alternative to screen sharing in terms of customer privacy. Data masking and button blocking are key features that make cobrowsing safe for customers. Additionally, businesses must ensure that they can provide the maximum security and privacy for customers through the cobrowsing tool that they have chosen. This includes:

  • Data encryption: Data exchanged during a cobrowsing session must be encrypted with industry standard protocols like the AES 256-bit encryption and the Transport Layer Security (TLS) 1.2/1.3 protocol.

  • Session control: Instead of technicians having control over the session, cobrowsing sessions can be initiated by the customer, who then shares the unique code with the technician. The customer can also choose to accept or decline the technician's request to join the session, and they can end the session anytime.

  • Role-based permissions: Admins must ensure recordings and other session data are secured by role-based access and limit privileges for other users in the organization to maintain integrity.

  • Compliance: Organizations adhering to regional guidelines and regulations like HIPAA, GDPR, and PCI need to opt for cobrowsing tools that do the same to prevent liability and business risk.

What to consider when choosing a cobrowsing solution

There are three main things to consider when choosing a cobrowsing solution: security and compliance, user convenience, and post-implementation support.

  • Security and Compliance: When you guide customers on your website through cobrowsing, you are dealing with customer data, especially their personally identifiable information (PII) or financial details. It is crucial to choose a cobrowsing solution that offers maximum protection for your customer during a session while remaining compliant with regulatory standards like GDPR and HIPAA.

  • User convenience: Customers will prefer cobrowsing only when it's easily accessible, where there are no elaborate processes to join a session like downloading apps or configuring settings in their browser. Choose a tool that provide a one-click request for your customer via chat or a customizable widget.

  • Post-implementation support: Vendor support is crucial in every step of the purchase journey, especially after you get the software. Any hurdles in the implementation process or queries regarding the software are best resolved by product experts, saving you from the hassle of figuring it out yourself. Evaluate your vendor's capabilities, the services they provide after you enter the fold, and the quality of product support before choosing a cobrowsing solution.

How to implement cobrowsing

Cobrowsing technology is very sophisticated and requires the highest level of security and data protection to uphold your customer's right to data privacy and comply with regulatory guidelines. There are two ways to implement cobrowsing for your business: build one yourself or buy from a vendor.

Building a custom cobrowsing technology is not be a viable option for everyone, considering the amount of time and resources needed to get it up and running. The smarter way to get the maximum ROI with the best time-to-value is to buy a proven solution from a certified vendor.

A certified vendor will have all the necessary features of cobrowsing, TLS encryption, and SOC 2 Type 2 security, while being GDPR and HIPAA compliant. It's essential to have all your bases covered when implementing a cobrowsing solution.

Cobrowsing use cases that transform day-to-day operations

  • Finance

    Auditors and consultants dealing with clients for income tax filing, raising insurance claims, or managing digital funds can ease their workflow with cobrowsing. It helps them provide online consultations, where they can use annotations to point out the fields to be filled and the client can fill them up simultaneously.

  • Banking

    While it's convenient to use online banking, it can be confusing to find information on specific banking services or the right form to open an account. In such cases, customers can reach out to the help desk through cobrowsing, where the agent can navigate to that page for the customer and help them open an account or transfer funds.

  • Government

    Citizens depend on government services for official and legal paperwork on identity, education, and property. They can use online services to get the right documents like birth certificate, voter registration card, or property deeds. However, senior citizens or persons with disabilities may not be able to access them as easily as others. Here's where cobrowsing can make a world of difference. Officials can get in a cobrowsing session with them and guide them through the whole process.

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Frequently Asked Questions

Cobrowsing works only if it is enabled for that website. You need to embed the cobrowsing script within your website code. So when a customer opens your website, a cobrowsing widget will appear through which they can request for a cobrowsing session. Once the support agent is in a session with the customer, they can only view the website that has the embedded cobrowsing script.

Screen sharing streams the entire computer screen to the support agent, who can view everything that appears on the screen like desktop notifications. On the other hand, cobrowsing occurs through DOM (Document Object Model) sharing and synchronization, where only the webpage and the actions taken within that webpage are visible.

Any forms or fields that will hold sensitive information like your customer's PII need to be hidden from your support agent's view in a cobrowsing session. To ensure that you uphold your customer's privacy, you can redact sensitive data through data masking or blacklisting elements on the webpage so that it remains hidden in a cobrowsing session.

Cobrowsing is typically cloud-based or browser-based, and Cobrowse by Zoho Assist does not require any software or plugin installation. You can directly log in to your Cobrowse account and use the solution on any device.

The implementation process is very straightforward with Zoho Assist. Once you get Cobrowse by Zoho Assist, you will get access to the script that activates the cobrowse widget for your website. Customize the widget in the Cobrowse software, embed that script within your website's code, and you're good to go. Customers will now be able to request a cobrowse session through that widget and your support agents can initiate a cobrowsing session for them.

Cobrowsing allows you to provide targeted and optimized support for your customers. In scenarios where a customer has a query about your website or facing an issue with purchasing a certain product on your site, cobrowsing is a better fit in that case. It reduces privacy risks, builds customer trust and its low-latency connections ensure speedy resolutions. In other cases, where the customer needs troubleshooting for their system or application and your IT team needs unrestricted access to resolve it, full remote control will be the way to go.

To ensure data minimization, Zoho Assist Cobrowse sessions cannot be recorded. Only details like session title, start time, and duration are recorded, which can be used for internal auditing purposes.