About CoBrowsing

3 min

cobrowsing is a real time support solution that enables agents to securely view and assist customers as they navigate a website, web form, or online application instead of relying on lengthy explanations or back and forth instructions on phone calls or meetings, cobrowsing allows agents to see the user's screen, exactly what the customer sees, and guide them step by step, improving resolution time and customer experience cobrowsing also automates the process of assigning customers to the agents thus, your customers need not wait every time they need any help unlike screen sharing, cobrowsing only shares the active browser tab or web page, ensuring customer privacy and data security typical use cases include assisting customers with filling out online forms guiding users through complex checkout processes troubleshooting errors that occur on specific web pages providing real time onboarding or training for web applications key features real time collaboration agents can instantly see what the customer sees and provide hands on guidance secure data masking sensitive information (like passwords or credit card numbers) is hidden from the agent’s view role based access admins, supervisors, and agents have clearly defined roles and permissions automatic session assignment customers are automatically routed to available agents, reducing waiting time reporting & insights admins and supervisors can export reports to track usage, performance, and resolution metrics how cobrowsing works customer request a customer on your website clicks the “get help” or “start cobrowsing” button session initiation a secure cobrowsing session is established between the customer’s browser and the support platform agent assignment the system automatically routes the session to an available agent live assistance the agent views the customer’s browser screen in real time and can guide them step by step session end once the query is resolved, the customer or agent can end the session