What is co-browsing software?
Short for collaborative browse, co-browsing is the ability for customer support teams and customers to view and navigate the same web pages together in real time. This type of software allows agents to see what their customers are seeing in their browser and jointly navigate with them in real-time in order to provide better customer service.
Why use this kind of software?
While phone and chat are perfect for certain situations, sometimes it’s really difficult to describe, analyze and fix a problem through verbal or written communication alone. Co-browsing software enables your customer service agents to see exactly what the customer is seeing, leading to faster resolution of whatever problem the customer is having.
With co-browsing capabilities, your agents can help a customer:
- Fill out complicated forms
- Change account settings
- Navigate their way through a purchase
- Find the right page or product on the website
- Demonstrate features of a device or application