Cobrowsing vs Screen Sharing: What's the Difference?
Visual engagement platforms like cobrowsing & screenshare allow multiple people to interact & work through an online process as though they are in the same room. This lets support agents skip tedious questions like "What's it say on your screen?" or “Can you confirm what page you’re on?"
During a cobrowse session, agents can:
Share their screen
View a customer’s screen
Collaborate live with customers
Chat via video or voice
Annotate on shared view
Interact with & edit specified fields
Record all interactions
Cobrowsing & screensharing can both be a part of a visual engagement platform & often serve as the core for each of the features. While similar in many respects, there are key differences in their functionality, security, & use cases.
Visit our page on Realtime Cobrowsing & Screensharing!
What is cobrowsing & how is it used?
Cobrowsing, or collaborative browsing, is the joint navigation of web browsers, mobile applications, desktops, software, or other screens by two or more people. Cobrowsing allows a group of people to engage in synchronized online activities, where one participant’s actions show on the screens of all other participants. This tool allows a representative to provide live, personalized guidance through any number of complex actions.
With the click of a button, support teams can:
View & interact with web pages
Collaborate in applications alongside the customer
Follow customers to forms
Annotate instructions on customer screens
Agents can only engage with pages, applications, or devices that have been enabled by the cobrowse & approved by the customer. Recursive Labs Realtime cobrowsing uses a 9-digit PIN to secure cobrowse sessions. It features:
Zero downloads to get started
No plug-ins or extensions
No accounts, passwords, or sign-ups
Zero residual left on customer device
Not only is this super convenient for customers, but it also leaves behind no long-term risk.
When would you use a cobrowsing solution?
Cobrowsing works great in vendor management, customer service, & sales situations.
By navigating any number of online processes together, an agent has the opportunity to highlight relevant information & guide the customer or vendor from start to finish as though he or she was standing over the customer or vendor’s shoulder.
With no-downloads necessary for online & mobile applications & top-of-the-line security features like built-in redaction of any onscreen element-level data, a participant’s screen is easy to share & there is no reason to be concerned about sensitive information being released or sessions being hacked.
What is screensharing & how is it used?
As its name implies, screen sharing allows agents to view or control a customer or vendor’s screen or show a customer or vendor his or her screen.
Recursive Lab’s Realtime solution can extend full desktop screensharing capabilities by leveraging WebRTC, allowing support agents to:
Follow customers to other pages, tabs, & screens
Collaborate with customers on desktop apps or web software like Docusign
Change system preferences & browser settings
Help customers navigate through files & documents
When would you use screensharing?
Screensharing works well when issue resolution requires remote support or IT intervention. It is also a good solution for presenting information in a sales or customer service situation.
In a screensharing session, the agent has the opportunity to engage with the customer on a variety of processes, even those outside of the original shared application.
Which is right for your organization?
When determining whether cobrowsing or full desktop screensharing will work best for your organization, it is important to first determine the goals of your visual engagement platform
Be sure you understand the “why” behind what causes customers or vendors to connect with your agents & what they hope to receive from that interaction.
Depending on your answer, a cobrowse or screenshare solution alone may solve your problems. In many cases, brands find demand for a versatile tool that includes both options, allowing them to seamlessly jump from web page to desktop to remote view/control with client approval checkpoints throughout.
As you determine your organization’s needs, you may find the new to record cobrowse sessions for compliance & training. The best visual engagement platforms can help you meet all these demands & will integrate with your existing CRM workflows.
Still have questions?
We are happy to answer any questions you have about cobrowsing, screensharing, mobile camera sharing, video chat, & more. Recursive Labs is an industry leader in Next Generation Visual Customer Engagement & our team has plenty of knowledge to share!
Shoot us a message & we'll send more info!
Recursive Labs is an industry leader in next generation visual customer engagement software in the form of secure no-download cobrowse, screenshare, video chat, & mobile camera CRM software. We help companies connect customers & support teams seamlessly through no-download visual engagement tools that integrate with major CRMs.