Cobrowsing is a powerful addition to any platform and Upscope's Cobrowsing API is used by banking, SaaS and health companies worldwide because of its stability and security. Below we cover key questions around integrating the Upscope cobrowsing API into your platform.
Developer hub: Getting Started with Co-browsing for Developers
Get started with the Upscope co-browsing API
If you're looking for a secure co-browsing API for adding co-browsing to your app or platform, with your own branding, then:
- Go ahead and put all your key questions to the Upscope team on live chat
Upscope co-browsing REST API is used for integrating co-browsing into a range of apps and platforms including live chat systems, internal agent use, 3rd party platforms for finance, health and more.
Solutions can vary from a simple integration using a custom attribute, full use of the REST API or even a completely independent on-premise solution.
Example integration: Embed Co-browsing directly into your app
Add co-browsing into an iframe within your platform so agents can instantly see the customer's screen.
Brief history of Upscope
Upscope started by two experienced SaaS founders in 2015, London.
Began with integrations to live chat companies in 2017.
Integrated into software providers for banks and other financial institutions.
Expansion to major mortgage lenders, health companies and SaaS providers.
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. The requirement for remote work tools during the pandemic grew at an unprecedented pace.
Live chat and support systems, which are all expanding, benefit from co-browsing integrations so support staff can see what their customers can see.
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?
Very popular in industries like finance and health.
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?
- Customer service and support staff
- Account managers
- Customer success
- Inside sales
Account managers and customer service staff support and educate existing and new customers, inside sales staff demo their products and customer success managers are strong advocates of co-browsing for retaining customers and lowering churn.
How do they use it?
Below we show one example integration and the process to begin co-browsing.
This is the integration with Intercom where 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
Security and data
Co-browsing itself does not require downloads or installs and is typically limited to the browser, specifically to the tab on which your own website is running in the customer's browser.
There are options to obscure fields from the agent e.g. private health information, social security numbers, transactions etc.
Banks and health organisations in particular have stringent data protection and security requirements. Upscope co-browsing is ISO27001 certified and undergoing SOC2 on top having built systems specifically for the security requirements of these organisations.
There are options for data sovereignty in order to restrict data storage and processing to one country or location. There are on-premise options for having complete control over data. There's not requirement for customer data to be stored and any meta data is wiped after 24 hours, 7 days or max 30 days depending on features chosen.
See more information on Upscope's security infrastructure.
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 leading to a search for interactive and fast 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.
Co-browsing API 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.
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 REST 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
Below are some of the live chat integrations Upscope currently has. This list is constantly being added to. New integrations can, in some cases, take only a few minutes.
Integrate into CRMs, contact centres, support systems
Using the Upscope co-browsing API you can create further integrations into software like CRMs, contact centre software, your custom live chat system, and more.
Co-browsing Rest API docs
More time spent engaged on your platform, lower churn.
As we add more features that help employees educate, onboard and demonstrate their products to clients, that initial engagement will strengthen and expand.
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 work with and over what length of time.
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
Before launching in 2017, Upscope spent a full year in beta as a free site to develop the technology so that co-browsing works securely across all major technologies, browsers, unique image formats and more.
At Upscope, there's a focus on getting co-browsing right as the core technology rather than as an add-on to a wider platform.
There has an early emphasis on building a secure platform for a client base that needs control over its data, including organisations holding banking and patient health information.
Get started with co-browsing
Click here to book a demo and ask the Upscope team your key questions.
Talk to us using live chat on our co-browsing api page.