Customer struggles on websites cost companies money. When visitors encounter confusing navigation, checkout errors, or complicated transactions, they often abandon online experiences out of frustration. The result is decreased conversion rates plus diminished customer satisfaction and loyalty over time.
Co-browsing directly solves these issues by enabling customer service agents to visually engage with users' browsers in real time. During a live chat session, agents can launch interactive sessions to see precisely what customers are seeing onscreen.
With this live visibility, agents can guide visitors step-by-step through complex website functionality that might otherwise present difficulties. The result is transformed digital experiences where customers feel supported rather than stranded.
What is Co-Browsing?
Co-browsing, also called collaborative browsing, enables a customer service agent to visually engage with customers by seeing their web browser in real-time. Through a live chat platform, agents can launch visual sessions that display the identical screen to the user.
This specialized feature syncs browsing so agents can demonstrate navigation, help with form completion, spot issues, and guide purchases on a website’s product page. Customers maintain full control over what they choose to share during a session. Agents cannot access anything beyond the scope of permission granted which ensures privacy.
Since it feature works natively through web, it does not require customers to manually install programs or external tools to participate. The sessions launch directly from a live chat dialog instead. This accessibility for website visitors facilitates collaborative, personalized troubleshooting and site assistance in real-time.
Through interacting side-by-side on a browser, agents guide customers through complex site functionality that may otherwise present challenges. This visual support level improves experience and converts potential customers.
How Does Co-Browsing Work?
The technology behind co-browsing uses web messaging protocols and embedded software to establish a secure connection between a customer and agent.
To initiate a co-browsing session, the customer first grants permission through an option provided in the live chat window. The agent then sends a request to start visualizing mode. Upon acceptance, a secure link is established while maintaining the chat dialog.
Now viewing the identical browser screen, the agent can demonstrate navigation by highlighting elements or using a pointer tool to guide clicks. They may also manipulate form fields to assist data entry. Customers maintain mouse and keyboard control on their end to fill information securely at their own pace.
If any troubleshooting is required, the agent can instantly verify issues on the customer's screen and help diagnose solutions. Regardless of addressing navigation difficulties, shopping cart problems, or explaining complex functionality, agents help customers in completing their purchase, reducing frustration during checkout.
Once the session is complete, the connection closes and browsers return to their original separate state. For security, all actions are tracked and archived in a transcript along with the chat dialog.
This simplified technical flow allows website visitors to tap into specialized visual assistance instantly through their web interface.
What is the Difference Between Co-Browsing and Screen Sharing?
It may seem that co-browsing and screen sharing have the same technological capabilities, yet in fact, they do not. It differs from screen sharing because with this live chat tool, a customer service representative can take control of the browsing via a visitor’s screen.
While screen sharing permits a visitor to have full access to the browser application and additional applications (not solely for use just on the Internet), co-browsing only permits navigating certain web pages and the business website.
It allows an agent and customer to navigate simultaneously, which indicates both participants have access and can engage at the same time. An example of it would be an instance where an agent’s mouse can indicate to a user where to click on their own computer screen.
Whereas with screen sharing, only one participant can take control of the screen, and this is displayed in a presentation format.
The third difference is while screen sharing normally requires a third-party application installation across all concurrent devices, it usually requires adding a browser plug-in. In relation to Velaro use case, the plug-in is embedded in the live chat for website, and a visitor simply needs to click to accept an invite to initiate a session.
How Does Co-browsing Improve the Customer Experience?
It provides real-time viewing and insight into what another viewer (customer, employee, or trainee) can see on their screen. Here are reasons why this customer support tool has a long-term impact on the customer experience:
Personalized guidance
Agents can provide support by seeing the exact issues and context a customer is facing on the website in that moment. This allows customers to interact with agents in a way that’s both clear and helpful.
Increased understanding
Customers feel more informed and confident about features or transactions after an agent walks them through the company's website in real-time. Manipulating a user's page increases comprehension, and agents can assist directly on the checkout page to resolve issues and ensure a smooth transaction.
Convenience and ease
With access to a user's screen, agents can resolve navigation or technical difficulties quickly - which saves the customer time and hassle. They don't have to struggle on their own.
Real-time troubleshooting
Be it checkout errors, shopping cart issues, or site glitches – agents can identify and fix problems immediately during a browsing session. This means less frustration for the user.
Reduced effort
When agents handle website navigation and complex forms on behalf of a customer, it alleviates user effort. Customers aren't left alone figuring things out for themselves.
Journey tracking
With agent browsing access, companies gain invaluable insight into common pain points, issues, or questions that arise as visitors navigate a site. Analytics can then inform site improvements to further boost CX.
Reassurance during key transactions
Agents can provide guidance, answer questions, and confirm successful completion as customers fill in important forms, make payments, or conduct other high-value transactions. This gives great reassurance and support where it counts most.
How Co-Browsing Strengthens Customer Service
When customers struggle to navigate a website, real-time support can make a big difference. Co-browsing lets agents step in and guide them through the process. Here is why:
Promote Customer Retention and Loyalty
This support tool helps reduce the wait time customers experience when resolving purchase orders or technical issues. Since people expect quick solutions, real-time assistance alleviates frustration. Customers appreciate interacting with live agents, which strengthens loyalty and encourages them to return for fast problem resolution and minimal wait times.
Reduce Shopping Cart Abandonment Rate
There are multiple reasons why online shoppers could abandon their carts: from creating an account to make a purchase, to signing up for a newsletter first, feeling insecure about providing credit card information, or dissatisfaction over lack of product inventory.
When co-browsing is integrated with your company’s eCommerce site, this enhances the personalized experience of online shopping and reduced cart abandonment because of real-time, personalized, and foremostly secure support from live chat agents.
Your company can significantly reduce cart abandonment by providing personalized recommendations and guiding customers through the buying journey to the checkout process, thereby increasing your conversion rates. Aim to focus on their current pain points and consumer needs.
Learn more about increasing conversions and enhancing customer support in eCommerce businesses here.
Higher Customer Lifetime Value (CTV)
Providing highly personalized and engaging shopping or support experiences fosters stronger connections with customers. When agents collaborate one-on-one during website sessions, they create positive brand sentiment. They guide each user on an individualized path tailored to their needs. This level of dedicated engagement has been shown to increase spending over time. Research shows that fully engaged customer spends an average of 23% more than the typical consumer. With repeat business and higher order values driven through lasting positive experiences, customer lifetime value increases significantly. Turning passive website visitors into loyal brand advocates directly contributes to long-term revenue growth.
Enhanced Personalization, Brand Connection
Providing tailored guidance based on individual needs makes online interactions feel more human. Creating meaningful customer experiences fosters emotional connections and lasting brand impressions.
Secure and Safe
Visitors have full control over what they share and can grant permission for live chat agents to view their browser screen. Only the browser page being accessed is visible, keeping other applications and the desktop hidden, unlike traditional screen sharing. Security measures are strong enough that even international banks use this technology for customer support. Form inputs, such as credit card details and personal contact information, remain protected—blurred out on the agent’s screen—to make sure sensitive data stays private.
Increase Customer Satisfaction
Reported by a Forrester’s survey, satisfaction ratings demonstrated that customer support via co-browsing results in 78% higher customer satisfaction. By sharing their browser screen with a live chat agent, the customer can see the agent working through and explaining the technical troubleshooting of the issue they are facing. Customer satisfaction is increased more so than without a company using co-browsing. Customers’ issues are simplified in a session and questions are addressed much quicker when agents initiate a session with live chat.
Tips for Effectively Implementing Co-Browsing
When done right, co-browsing makes online support faster and more helpful. A few simple guidelines can improve how businesses assist customers in real time. here are best practices companies should follow:
1. Set Clear Guidelines on Initiating Co-Browse Sessions
Create guidelines for customer service agents on appropriate scenarios to offer a session versus other support options. For example, agents could introduce this when:
- Walking a customer through a complex feature or transaction on the website
- Troubleshooting shopping cart or payment issues
- Assisting with complicated forms or navigation
- Demonstrating how to use a new product feature
2. Support Agents via Training
Thoroughly train all front-line staff on proper procedures. Include specifics on:
- Explaining co-browsing clearly to customers
- Receiving affirmative opt-in consent before each session
- Announcing actions before manipulating the screen
- Maintaining visibility permission scope
- Annotating screens respectfully
- Ending a session smoothly
Additionally, provide guidelines on when co-browsing may not be beneficial, such as for quick questions or solving account issues. Practice sessions will boost staff skills.
3. Set Up Robust Security and Privacy Safeguards
Select a co-browsing solution that masks sensitive fields and data as default. Strictly limit permission scope for agents to only view necessary pages. Mask keystrokes as they occur to keep info private. Log all sessions for quality assurance.
With the right policies and training in place, co-browsing can maximize benefits for customers while still prioritizing security. Following these tips, your business can implement co-browsing for top-tier customer engagement.
Transforming Customer Experience with Co-Browsing
Co-browsing is one of the best ways to help customers find a solution to their problems in a fast manner. This visual engagement technology will boost customer satisfaction and customer retention for your business, provide an exceptional, personalized customer experience, simplify the user experience of a company’s website, and increase customer loyalty for your business.
