Short for collaborative browse, co-browse is the ability for customer-facing teams and customers to view and navigate the same webpages together in real time. Co-browsing software allows agents to see what their customers are seeing in their browser and jointly navigate webpages with them in real-time to provide better customer support.
While phone and chat are perfect for certain customer service situations, sometimes it's really difficult to describe, analyze and fix a problem through verbal or written communication alone. Co-browsing software enables your customer service agents to see exactly what the customer is seeing, leading to faster resolution of whatever problem the customer is having.
With co-browsing capabilities, your agents can help a customer:
When you have the ability to co-browse with a customer, you can improve the customer experience, reduce shopping cart abandonment, increase sales, and build greater trust and loyalty with customers.
How? Co-browsing reduces customer effort. With quick help from an agent, a customer can find what they're looking for in a way that's much easier than figuring it out alone. In the case of repeatable tasks, like changing account settings or navigating through a purchase, co-browsing becomes an opportunity to teach the customer how to self-service a similar issue in the future, reducing call volume and instilling customer confidence.
First, you need co-browsing software. Each solution is different, but all should provide the basic capability of collaboratively browsing a webpage together.
As simple as co-browsing software sounds, not all solutions are built the same. Some co-browsing technology limits co-browsing on your web domain only. So if you wanted to jump from your site to another, you're out of luck. Some solutions require a download, which can be cumbersome and cause customers to worry. And some co-browse solutions are actually just one tool within a larger platform, which can be too heavy and complicated for simple, non-technical issues.
A best-in-class co-browse technology solution allows your agent and customer to co-browse any webpage, will not require a download so it's easy and lightweight, and works as a standalone solution, not a sub-feature. Agents can assist customers with what's happening on the web page without controlling any other part of the customer's device.
Key features to look for include data masking and button blocking to protect sensitive customer data. If a customer needs to enter banking information during the co-browsing session, for instance, the agent won't be able to see that data. With button blocking, agents are not able to click on an action button, like "Buy Now," on the customer's behalf for security and liability reasons. Annotation tools act as visual aids along the way. Agents can direct a customer's attention to a specific area clearly and effectively through gestures and highlighting content.
We've already touched on a couple of technical features, like data masking and button blocking, that make co-browsing a safe technology. Like with any SaaS product, you want to make sure to use a trusted provider to maximize security.
Things to consider when analyzing co-browsing software:
Co-browse is collaborative browsing where both parties can browse together on a website and interact with the page in real-time. It allows agents to see what the customer is seeing without being able to see other things on their device and masks certain fields containing sensitive information.
Screen sharing allows a user to share what's on their desktop. It is intended for group collaboration, does not include data masking, and only one party can have mouse/keyboard control at a time. Screen sharing offers a view of the customer's entire screen, so the agent can see things outside the browser that are open on the device.
Setup for co-browsing software depends on the technology that the solution leverages. There are options that require code to be added to the website, and there are codeless options.
Rescue Live Guide is the co-browsing solution that enables seamless and secure visually guided agent assistance across any website, browser, or device. Customer-facing teams can jointly navigate webpages in real-time with customers and guide them through a variety of digital experiences across the customer journey, such as completing an online application, getting account assistance, or receiving product training.
What makes Rescue Live Guide different:
Get on the same page, seamlessly. Receive a personalized demo on how Live Guide's co-browse solution can fit your business’ needs across the customer journey.