What isCobrowsing?
Cobrowsing (collaborative browsing) is a powerful technology that enables customer service agents and sales teams to view and interact with a customer's web browser in real-time, with their permission, creating a shared browsing experience.
The Technical Definition
Unlike traditional screen sharing that streams entire screens as video, cobrowsing works by capturing the HTML, CSS, and JavaScript that makes up a web page and then replicating it pixel-perfectly for the viewer. This approach is faster, more secure, and provides true interactive capabilities where both parties can control the same web page simultaneously.
How Cobrowsing Works
A simple, three-step process that transforms customer interactions
Customer Requests Help
Customer initiates support through chat, phone, or email and grants permission to share their browser
Agent Connects Instantly
Agent sees the customer's browser tab in real-time without any downloads or installations
Collaborate Together
Both parties can click, scroll, and type, working together to resolve issues quickly
Key Features of Modern Cobrowsing
Real-Time Browser Sharing
View and interact with customer's browser instantly, seeing exactly what they see
Privacy-First Approach
Only access the specific browser tab, with automatic masking of sensitive information
Pixel-Perfect Replication
Works by capturing and replicating web page code, not streaming video
Interactive Control
Click, scroll, type, and guide customers through any process seamlessly
No Downloads Required
Works instantly in the browser without any software installation
Permission-Based
Always requires customer consent before starting a session
Cobrowsing vs. Traditional Screen Sharing
Understanding the fundamental differences
Traditional Screen Sharing
- Streams entire desktop as video
- High bandwidth requirements
- One-way viewing only
- Privacy concerns with full desktop access
- Often requires software installation
Modern Cobrowsing
- Replicates web page code directly
- Minimal bandwidth usage
- Interactive collaboration
- Only shows specific browser tab
- Works instantly in browser
Common Use Cases
Customer Support
Resolve issues faster by seeing exactly what customers are experiencing
- ✓Reduce resolution time
- ✓Improve first-call resolution
- ✓Decrease customer frustration
Sales Enablement
Guide prospects through complex purchases and demonstrations
- ✓Increase conversion rates
- ✓Shorten sales cycles
- ✓Build customer confidence
Onboarding
Help new users navigate your platform successfully
- ✓Reduce churn
- ✓Accelerate time-to-value
- ✓Improve user adoption
Form Assistance
Help customers complete complex forms and applications
- ✓Reduce abandonment
- ✓Ensure accuracy
- ✓Speed up completion
The Business Impact
Companies using cobrowsing report significant improvements across key metrics
Faster Resolution
Average reduction in support ticket time
Higher Conversion
Increase in sales conversion rates
Customer Satisfaction
Positive feedback from assisted customers
Implementation Options
Cloud-Based Solution
Ready to use in minutes
Quick setup with JavaScript snippet. Perfect for teams wanting immediate results.
UserView PlatformAPI Integration
Build your own experience
Full control and customization with our developer-friendly API and SDKs.
Developer APIEnterprise Solution
Tailored for your needs
Custom deployment options, dedicated support, and enterprise features.
Contact SalesReady to Transform Your Customer Experience?
See why leading companies trust Upscope for their cobrowsing needs