Collaborate in real time with co-browse

Co-browsing, or collaborative browsing, is a technology that allows a customer service agent to view and navigate the same web page simultaneously with a customer, without seeing the customer’s personal information. It’s used to assist customers in real time, guiding them through processes, troubleshooting customer issues, or helping them understand or complete tasks on a website.

An example of co-browsing’s functionality might be when a customer service agent in an online banking platform helps a customer navigate the website to find a particular feature or complete a transaction. The agent can see the customer’s screen (without viewing sensitive information), point out buttons or fields and guide the customer through the process, providing real-time assistance.

Both co-browsing and screen-sharing technology allow remote parties to view the same screen — in the case of a contact centre, those parties would be the customer and the service agent. But co-browsing offers a number of additional features that screen-share lacks.

In addition to viewing the same screen, co-browse provides a more immersive and collaborative experience. Co-browsing allows the agent to use tools ranging from drawing and annotation to taking over control of the screen. All of this means the customer service agent can resolve customer issues more quickly, while reducing frustration and building customer satisfaction.

With the right customer service platform in place, setting up co-browsing doesn’t have to be difficult. Some platforms even include co-browsing natively, integrating it into the solution from the start.

That said, even in platforms that include it natively (like Genesys), there are other considerations to make before leveraging co-browsing functionality. For example, there is likely certain information about a customer that needs to be masked so it’s not visible to your employees. This can be anything from personal private information (PPI) to financial details. Ideally, your co-browsing solution has a way to mask these, and implementing that should be considered part of the setup process.

Co-browsing allows agents to serve customers quickly and easily. If a customer is having an issue with your company website, it can be difficult at times to guide them to a solution verbally. The customer may struggle to articulate what their issue is in a way that allows the agent to understand and find a fix. They may also find it difficult to follow the agent’s instructions.

Co-browsing easily solves these communication issues. Rather than having to figure out descriptions or instructions, the customer can simply show the agent the issue they’re experiencing. And the agent can simply attempt potential fixes on their own. Faster solutions with less friction lead to increased customer satisfaction.

Yes, when implemented correctly, co-browsing is safe. It uses advanced security measures to ensure that sensitive customer data like login credentials and social security numbers isn’t visible to the customer service agent. The customer maintains control of the session, and the agent can only see the specific webpage involved in the co-browsing session, not the entire screen or other tabs.