Cobrowsing is a powerful addition to any platform and Upscope's Cobrowsing API is used by banking, SaaS and health companies worldwide. Below we cover key questions around integrating the Upscope cobrowsing API into your platform.
Related: See Upscope's Co-browsing REST API Documentation for full integrations
Brief history of Upscope
Upscope started by two experienced SaaS founders in 2015, London.
Launched Beta version in early 2016.
Technology gradually refined and improved over a year.
Launched commercial version in 2017.
Added integrations to key live chat companies.
Expansion to banking and health platforms.
Added in-browser calling.
What is co-browsing?
Co-browsing is instant, interactive screen sharing built for cloud based apps.
There are no downloads, installs or switching control between user and agent.
Both are active participants in an immersive interactive educational experience.
Why has it grown?
Co-browsing is built for the cloud just as apps have all been moving to the cloud
The number of SaaS marketing companies alone has rocketed.
How is it different to screen sharing?
Co-browsing changes the speed and comfort of educating a larger number of users and when users understand how to use your app to solve their problem, they buy and stay.
What types of companies use it?
Popular in industries like Finance, health, construction, automotive and more.
Many end users being supported are less technical or time poor and require extensive onboarding, support and further education over time.
Examples include automotive CRM systems, Electronic patient record software, payment and inventory systems for retailers, gov to biz portals, insurance, realtors, teaching and accounting software.
Who uses it the most and why?
- Account managers
- Customer success
- Inside sales
- Support staff
Account managers educate existing and new customers, inside sales staff demo the product, customer success managers are strong advocates of co-browsing for retaining customers and lowering churn and support staff use it to rapidly understand and fix problems.
How do they use it?
Below we show one example integration and the process to begin co-browsing.
This is the integration with Intercom and how you can launch co-browsing directly from the chat.
They begin co-browsing in one click from their chat, CRM or support tool
The user never leaves their website, the co-browsing starts right there and then
They guide the user on where to click by drawing on the screen to draw attention
They take control to scroll and click for the user if they need that extra help
They also have the option of in-browser calling to bypass the added step of setting up a separate call or hangout
65% reduction in time to convert new customers to new products.
19% increase in first call resolution.
4 times more positive customer mentions within social media channels.
10% reduction in future support calls
Underlying trends point to a strong future for co-browsing
As the ‘get them into the funnel’ attitude has switched with increased competition, we’re now seeing a greater emphasis on retention and lowering churn.
The rise of customer success as a core strategic philosophy adds to the focus on retention and churn resulting in a search for smarter faster educational tools like co-browsing.
Co-browsing is built for cloud based apps whereas traditional screen sharing was built for desktop apps. As apps continue to move to the cloud, co-browsing grows with it.
Cobrowsing for Banking, SaaS and health platforms
Upscope has been directly integrated into existing customer service platforms by software developers in banking, health and SaaS industries.
Typically it will be a software developer that builds customer service applications for one specific industry and wants to add co-browsing due to customer requests and as an additional feature to compete with other providers.
The implementation varies.
You can have on-premise implementation of the core co-browsing solution so that you host and control the cobrowsing feature entirely.
Alternatively, a simpler integration is to use the API and have your own login system so that, while screen sharing is done via Upscope, support agents don't use the Upscope login system but come via your own security set up. You then brand it under your own name entirely.
LiveChat Platforms with Upscope co-browsing
Some of the live chat integrations Upscope currently has.
Using the Upscope co-browsing API, the range of platforms that benefit includes:
CRM systems like Hubspot, Salesforce
Cobrowsing Rest API docs
More time spent engaged on your platform, lower churn.
We’re seeing account managers use co-browsing for several hours per day. Churn rates for these customers are effectively 0.
As we add more features that help employees educate, onboard and demonstrate their products to clients, that initial engagement will strengthen and expand.
Platforms use co-browsing to convert users to higher plans
Typically they offer co-browsing as a feature on higher plans and have the option of offering limited co-browsing hours on lower plans with a requirement to upgrade for more hours.
The quality of co-browsing technology varies greatly across providers
The quality of a co-browsing tool can vary greatly depending on the number and variety of companies the co-browsing company has had to service.
The technology in its purest form requires passing the code from a client’s app and rendering it for a support agent, including all changes made, as they happen. This means dealing with all the different dynamic languages and frameworks that sites are built with these days.
It takes years to make it work across those different technologies smoothly and so co-browsing companies vary greatly in their level of progress especially those for whom co-browsing is a feature and not their core focus.
Upscope's key advantages
A full year in beta to develop the technology so that co-browsing works securely across all major technologies, browsers, unique image formats and more.
A focus on getting co-browsing right as the core technology rather than as an add-on to a wider platform.
An early emphasis on building a secure platform for a client base that needs control over it's data, including organisations holding banking and patient health information.
Click here to book a demo and ask the Upscope team your key questions.
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