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What is cobrowsing?

How Seeing What Customers See Makes Guided CX Simple

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 to work with your existing customer support strategies.

 

Cobrowsing is a secure way for enterprise customer support & service teams to deliver visually-based customer engagements with very little customer effort.

Cobrowsing software for CRMs

Visit our page on Realtime Cobrowsing & Screensharing!

"What is Cobrowsing?" in Under 2 Minutes

How does cobrowsing work?

Cobrowsing allows a support agent to browse alongside users on their website or app in real time. This is accomplished by embedded software recognizing changes in the DOM & passing a stream of low-bandwidth images from the customer’s machine to the agent CRM. This patented approach creates cobrowsing sessions with as few security risks & attack surfaces as possible. Plus, customers never need to download any apps or extensions. Just click, verify, & go.

 

Cobrowsing sessions can be initiated by:

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  • Users clicking a button on a website

  • Users clicking an element in a mobile app

  • Support teams sending a direct URL

  • Escalating via URL from a text chat

  • A hot key, an image, & more

 

Users are asked to verify the cobrowsing session, usually by providing a security PIN. The Recursive Labs Realtime cobrowsing solution uses a 9-digit, numeric-only PIN.

Launch cobrowsing from your CRM

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 user's screen together. Users can even see the agent’s cursor moving or clicking as they are guided through tasks.

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

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  • 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. Zero residual data from the cobrowsing session will be left on the customers device, because no one downloaded any apps or data!

 

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

Is cobrowsing safe?

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.

 

Recursive Lab’s Realtime cobrowsing uses:

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  • 9-digit security PINs

  • Expiring single-use URLs

  • Additional backend security

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These steps ensure all cobrowsing sessions stay secure.

Cobrowsing with secure 9-digit PIN

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.

Built-in Redaction of PII in cobrowsing

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:

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  • 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" service. That means you can launch cobrowsing sessions without:

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  • 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!

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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.

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