What is cobrowsing?

Cobrowse software lets customers & support agents view or collaborate on a customer’s screen. The best cobrowse software integrates with existing CRMs, VCCs, or other client relationship platforms.

 

Cobrowsing is a secure way for enterprises to deliver next generation visual customer engagement with very little customer effort.

Screen Shot 2022-07-13 at 11.53.06 AM.png

How does cobrowsing work?

Not all cobrowsing software is equal. The best cobrowse software pulls a continuously updated feed of screen images from the customer’s machine to create a cobrowsing session with as few security risks & attack surfaces as possible.

 

Cobrowsing sessions can be initiated by:

  • Users clicking a button on a website

  • Users clicking a widget in a mobile app

  • Support teams sending a direct URL

  • Escalating via URL from a text chat

 

Users are asked to verify the cobrowsing session, usually by providing a security PIN. Our Realtime cobrowsing solution uses a 9-digit PIN.

Screen Shot 2022-07-13 at 11.43.55 AM.png

What is a cobrowsing session?

A cobrowsing session begins when a user has confirmed the session with a security PIN. Customers & support agents then view the same screen. Users can even see the agent’s cursor moving or clicking & vice versa.

Customer support agent views can be modified to redact any onscreen data elements. That includes:

  • Social security numbers

  • Bank account numbers

  • Images

  • Birth dates & street addresses

  • Pricing or credit score info

 

After an issue is solved & your customer is delighted, either party can end the cobrowse session.

 

Cobrowsing sessions can optionally be recorded for training purposes or to meet industry compliance requirements.

Tired of reading? How about we just show you what cobrowsing is with a free demo?

Is cobrowsing safe?

Realtime cobrowsing is available as both read-only or collaborative versions. Read-only cobrowsing means support agents are restricted to seeing what users see & cannot add, edit, or delete anything. This is a highly safe setup.

 

Collaborative cobrowsing lets agents edit fields, type information, highlight text, & more. However, even in collaborative cobrowsing, support agents cannot submit, post, or finalize anything. Only the customer has save or submit rights. This boosts safety & puts customers in control of their support experience.

 

Recursive Lab’s Realtime cobrowsing uses:

  • 9-digit security PINs

  • Expiring single-use URLs

  • Additional backend security

These steps ensure all cobrowsing sessions stay secure.

Screen Shot 2022-07-13 at 11.32.19 AM.png

Built-in redaction of personal information like social security or credit card numbers keeps customer data private. This gives customers peace of mind that their privacy is respected & they are safe to connect with your brand.

Compliance Block.png

When sessions are recorded with our optional Record product, the same data redaction is applied to the recordings. We only ever record the modified agent’s view, so non-redacted versions of customer PII never leave the customer’s device.

What is the best cobrowsing software for my business?

The best cobrowse solution for your business largely depends on how you plan to use it. Insurance companies find great use cases for cobrowsing by:

  • Walking customers through policy documents

  • Expediting claims processes

  • Explaining & converting quotes for new customers

  • Supporting customers in mobile apps

 

Banks, financial advisors, & investment consultants use cobrowse to walk customers through complicated forms, loan documents, & account statements. Today’s online bank customers expect more ways to connect than ever before. By embedding the option to cobrowse in their mobile applications & websites, banks offer personalized instant support that helps solve more customer issues on the first call & at a reduced average handle time.

 

Recursive Lab’s Realtime cobrowsing tools all boast no download & no residual capabilities. That means you can launch cobrowsing sessions without:

  • Asking customers to download separate apps

  • Asking customers to create any accounts

  • Asking customers to sign into anything

  • Going through complicated browser or cookie settings

  • Leaving unwanted apps, files, or data on their device

 

Everything is configurable & lives in your existing environment. Customers just click & connect for a seamless customer engagement experience. Level up your customer service with secure, no download cobrowsing software that integrates with your CRM.

 

Demo the best cobrowse software on the market today!

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.