What is co-browsing?
Co-browsing, also known as collaborative browsing, empowers customer support agents to collaborate with the customer’s browser in real-time. The agent can view to identify the issue and jointly navigate over the customer’s screen to guide interactively for customer support or sales assistance.
With joint navigation of a web page, agents can interact and collaborate online with customers. This makes it much easier and faster for businesses to provide customer support or sales assistance, which helps boost customer engagement.
What is the primary benefit of co-browsing?
Co-browsing technology enables contact center agents to connect with a customer’s browser or app remotely. With this functionality, they can help anyone who’s experiencing issues on a particular web page.
During a co-browsing session, they can see exactly what a website visitor is looking at. They can also perform certain actions like scrolling the page, moving the cursor, or highlighting areas to guide the visitor.
The best part is they can take over and do things on behalf of the visitor.
Of course, agent control has limitations in place—for example, they’re not allowed to click buttons such as “Submit” or “Buy now.” The visitor is always the one that must take the final step of the transaction.
Customers keep full control of their browsers during the procedure. Meanwhile, contact center agents get partial permissions to aid customers in achieving their purpose or goal.
Co-browsing is specifically very good for technical support issues (often from customers) and customer on-boarding needs (new clients needing to learn a system for invoices, payroll, requests, etc.)