{"id":4142,"date":"2021-04-09T07:34:19","date_gmt":"2021-04-09T07:34:19","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=4142"},"modified":"2026-06-12T06:29:41","modified_gmt":"2026-06-12T06:29:41","slug":"co-browsing-for-seamless-customer-interaction","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/co-browsing-for-seamless-customer-interaction\/","title":{"rendered":"What Is Co-Browsing? Benefits for Better Customer Interactions"},"content":{"rendered":"

How easy would customer support be if you could be on the same page as the customer, literally? Imagine, you\u2019d be able to guide them to a solution while seeing the exact problem.\u00a0<\/span><\/p>\n

What once seemed like a dream too good to be true is now absolutely possible.<\/span><\/p>\n

So, what is co-browsing?<\/h2>\n

In the literal sense of the word, you\u2019d conjure up an image of an agent sitting side-by-side with a client, surfing the same page together. However, that wouldn\u2019t be quite accurate.<\/span><\/p>\n

Co-browsing is actually short for collaborative browsing, which allows agents to navigate the same page as the customer\u2013\u2013virtually. It is also a secure way of support as only the customer controls the navigation and the agent simply supervises. Moreover, clients can hide other applications on their devices by only sharing a specific tab or window.<\/span><\/p>\n

How does co-browsing work?<\/h2>\n

Based on Web Real-time communication technology, or WebRTC for all you tech-savvy people, co-browsing requires no downloads, installation, or even plugins to work with its full potential. Unlike online streaming, it is actually a browser-based technology that transmits simple HTML codes to initiate a session between two browsers and deliver instant communication.<\/span><\/p>\n

Since it is based on the cloud, the technology doesn\u2019t require any on-premise hardware. It is the use of HTML, to pass data between customers and agents, that makes it instant. And a one-time install javascript that can render the customer\u2019s browser HTML inside an iframe for the agent helps to do away with plug-ins.\u00a0<\/span><\/p>\n

We know what you\u2019re thinking\u2013\u2013if multiple people are using the same page at the same time, the website might slow down. But it doesn\u2019t! This is because no data is transferred to the agent until the co-browse session is initiated.\u00a0<\/span><\/p>\n

Why should you be using co-browsing?<\/h2>\n

Undoubtedly, the COVID-19 pandemic made it hard for businesses to retain the same quality of customer service as before\u2014even more so with the sudden shift to a remote working environment. Agents at home lacked the resources and proper equipment to accomplish tasks. This definitely made customer satisfaction suffer.\u00a0<\/span><\/p>\n

An article by <\/span>Forbes<\/span><\/a> states that co-browsing shoots up the customer satisfaction rate to up to 89.3%, which is six points higher than the average.<\/span><\/p>\n

The reason? Quite apparent\u2014agents are able to know exactly where the customer is stuck, which leads to an effortless conversation and quicker resolutions. With constant visual cues, agents can guide the customer to the solution with ease.\u00a0<\/span><\/p>\n

Another trouble businesses ran into during the pandemic is the crunch of funds. Many firms hit an all-time financial low, and yet needed superior technology to help perform better than their competitors.\u00a0<\/span><\/p>\n

A <\/span>report<\/span><\/a> by Aberdeen Group shows how co-browsing helped reduce support costs while also increasing the customer satisfaction rate. It can be a pivotal technology for any support center, being easy to use and quick to the solution.\u00a0<\/span><\/p>\n

How does co-browsing empower your agents?<\/h2>\n

Collaborative browsing is loaded with useful features<\/a> to help agents in most situations. It gives your team full insights into customer problems, ensuring that the process is carried out smoothly. Let\u2019s take a look at a few unique features that agents are entitled to.<\/span><\/p>\n