Discover co-browsing, the secure new ‘no download’ technology replacing old school screen sharing for onboarding, sales and support. What is it? How does it work? What are the best co-browsing tools? We cover all the main questions below.
- What is co-browsing?
- How does it work?
- Co-browsing vs screen sharing
- Who uses it?
- Is it secure?
- The best co-browsing tools
- Co-browsing for live chat
- Co-browsing for phone support
- Integrating co-browsing into your platform
- The benefits for customers
- The benefits for teams
- For the geeks. How does co-browsing technology work?
What is co-browsing?
Co-browsing is the natural next step in the evolution of screen sharing and is the ability to click once to see your customer’s browser and take control to remotely guide them through your web app.
You see their screen instantly. Without downloads.
Specifically, you see their browser instantly and see them moving around on your web app.
Below is an image of an agent seeing the user's browser and drawing on the screen to highlight where to go.
Imagine Joe, a confused angry customer who struggles with technology, is on your website and can’t find how to change his account settings.
You click once to Joe’s browser.
You now see Joe moving his mouse around on your website looking for the settings page.
You click again to take control. Now Joe can see your mouse on the page too.
As Joe watches, you scroll to the top for him and click account and then settings for them. He carries on from there.
You do this instantly. Without downloads. That’s the power of co-browsing.
With co-browsing you can:
- In one click, see their browser rather than their whole screen.
- You can draw a circle around a button to show them where to click next.
- You can click the button for them.
- While talking or live chatting, you can explain how your whole site works and keep them engaged by drawing a circle around where to click next so they build up comfort in using it.
As software has moved to the cloud, seeing the entire desktop has become less and less important.
Here's a 30 second overview of co-browsing
See Upscope co-browsing to learn more.
Agents shouldn’t need to ask questions
Co-browsing means you don’t need to ask questions.
- It gives you access to the web page they’re on and this let’s you see the customer’s problem immediately.
- You can not only see them moving around on your website, you can remotely move with them, click for them, highlight parts and scroll.
More importantly, it helps you both onboard and solve problems quickly
How does co-browsing work?
Remember how old school screen sharing involves downloads….
Because co-browsing passes your own html and css to your own agent, you’re only passing your own website data and that’s why it can be instant and you can remote control things and that’s also what makes it secure for the user.
So, really, once you’ve installed a co-browsing tool, you are good to go.
Here’s a short checklist:
- Choose an established co-browsing tool.
- Integrate co-browsing tool with your live chat and / or phone system.
- Offer demos, onboarding support and training sessions throughout your app.
- Watch your revenue and churn statistics improve as you educate more users.
Co-browsing Vs. Screensharing
Well this one is pretty straightforward. The difference between co-browsing and screen sharing, is security, speed and actually ‘co-browsing’.
- No downloads. Meaning no malware threats. (rejoice!)
- See a customer’s internet browser tab. No one’s personal privacy is invaded!
- Point, scroll and click on a customer’s screen.
- You and your customer have to download and install screen sharing software.
- View all of a customer’s screen. Not particularly great in terms of safety and seeing their awkward folder names and desktop pictures.
- No interactions can be made on the customer’s screen.
Who uses co-browsing
Online businesses should use co-browsing. Many are starting to adopt it. The majority being:
- Live chat users of Intercom, Drift, Olark, Zendesk, LiveChat and more.
- Customer service teams
- Account managers
- Customer success teams
- Call centres
- Sales teams
Examples of how they’re using it:
- Support staff use it to help the most confused non-technical users
- Finance companies use it to help people complete quotes
- Startups use it to walk people through their software
- Enterprise account managers use it to educate new customers
- Technical support use it to support errors they missed
Is co-browsing secure?
It's significantly more secure than old download based screen sharing.
A customer service agent can only access their own website on the user’s browser, nothing else.
The user does not have to expose their other open tabs, their desktop folder names, their desktop picture or anything else.
There are no downloads required.
There are additional security options within a co-browsing product like Upscope including hiding sensitive fields from support agents, enforced SSL, transmit data only while screen sharing, minimal if no client data stored on Upscope apart from meta data, full audit logs of all interactions by agents and admins.
The best co-browsing tools
These 3 solutions are not only established but also show you how varied co-browsing can be. Co-browsing solutions can vary in the way you install it, the way you start a session, what it integrates with and the other features it comes with.
The main 3 are:
See why they are the some of the best cobrowsing software solutions.
There are also some industry specific (retail and private banking) solutions like:
Co-browsing for live chat
Recently, there’s been so much hype about live chat integrations.
The purpose, is obviously to further help online businesses. So, it comes as no surprise that co-browsing tools integrate with live chat.
It’s never been simpler. You speak to a customer on live chat, and in seconds you can view their screen. I mean, just look at the benefits.
- Customer service agents can deal with multiple customers at once.
- Co-browsing tools, like Upscope, integrate with the live chat company of your choice.
- Go from a live chat convo to seeing the problem in seconds.
- Help your customers with onboarding, product guiding and purchasing.
How does co-browsing work with phone calls?
Co-browsing and phone calls, in some ways, is a cleaner combination than co-browsing and live chat.
People who call in might be some of the toughest non-tech customers and being able to instantly see their screen and direct them will mean a call of minutes rather than an hour.
How does it work?
When someone calls in, ask them to read the code to you and enter that to go directly to their screen.
Integrating co-browsing into a platform
Live chat, CRM and VOIP companies with their own platforms are integrating co-browsing into their services directly using co-browsing APIs.
Some companies prefer an on-premise co-browsing integration which can be both for their internal use or for a platform they run for their enterprise clients. This is often if they need complete control over all data transmitted.
As account managers, customer success, customer service and sales teams spend more time using co-browsing, that engagement becomes more valuable.
A platform can white label a co-browsing solution and make it their own to boost their conversion and retention statistics.
See the key benefits of a co-browsing integration API.
The benefits for customers
- A Human touch.. On your screen. Literally.
- Helps non-technical customers and those in need of help.
- Forms are filled out a lot quicker. With no risk of mistake.
- Saves time, saves stress, they don't need to install screen sharing
The benefits for customer support teams
Unedited responses to the question of how much time it saves them
Upscope asked customers 'How much time does it save' and these were the exact unedited responses:
"The primary user is our onboarding team and our data shows that it cuts their calls down from 30 mins to about 22 mins, which is fantastic."
"It saves me hours everyday. I use it to walk all my customers through their account. :) My account overviews went from 30-45 mins down to 20-25 mins."
"My meetings used to last 30-40 minutes and they have decreased to 20-25 minutes. This has helped me make more appointments throughout the day, but also help my clients better understand what I am showing them and answering the question they are asking by viewing their screen."
"20 minutes could be a good average."
"Cumulatively, I'd say at least 1 man-hour per day."
"Using Upscope is very situational, and can save us time differently in every situation. To give you an idea it can save us up to 30 minutes, and to me that’s a very helpful and useful!
Call time can be anywhere from 45 mins to an hour because we have to identify the root cause of the problem, but with Upscope it allows us to see what they are seeing and eliminate the guessing game so a 45 minute problem can now be a 15 minute problem."
"Hi Joe - it does save around 5 minutes each call as prior to this our clients had to give our support team access to their agreements through a different method."
"Saves about 5 minutes on every inbound call."
"I use upscope quite a bit. I don't know for other reps, but for me, it can easily save me about 2 hours a day."
"i dont think its about time, upscope help me to make customers understand things that i couldnt get without this tool!"
See a summary of Aberdeen Group’s statistics on co-browsing benefits here including a link to the original research.
For the geeks. How does co-browsing technology work?
Traditional screen sharing is a video stream. It's data heavy and can both lag and give you with a blurry visual experience.
Many screen sharing solutions (that require a browser extension installation which uses the WebRTC standard) are not interactive. You'd typically need a full local desktop install of a software like Teamviewer to get that interactive experience. Of course, many companies are not willing to do that.
It does not slow down your site because no data is transferred until cobrowsing is initiated.
Once co-browsing begins with a user, they're only loading the page on their own computer and sending a copy to the agents including all the minor updates made while moving and using the app.
Discover more about Upscope’s co-browsing solution at www.upscope.io →
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