Ever got stuck while surfing a website, praying and hoping someone could just step in and help you navigate right away? If yes, co-browsing software, short for collaborative browsing software, is what you are looking for.
Designed to enhance your digital experience, these tools place a support agent by your side who can view your screen in real time and guide you step by step. Whether it is about filling out a form or making a payment, co-browsing technology, as the name implies thus, makes the whole process faster and less agonising for all.
For businesses, it means happier customers and quicker problem-solving. For users, it means getting things done without frustration. A win-win situation for everyone.
Learn more about the said tech and explore its various leading solutions available in the market to discover the right fit for your needs today itself, because two heads are better than one any day, aren’t they now?
Co-browsing software is a customer support software designed to make mobile/web-browsing hassle-free for all. When implemented, it lets support or sales agents to jointly navigate a web page with customers in real time. This, so customers don’t feel stuck when using a platform and brands don’t lose out on potential buyers owing to confusion or drop-offs.
These tools, all in all, help improve the overall customer experience and increase conversions by solving issues faster and more efficiently. The best part is you aren’t required to make any downloads in the process, keeping things as simple as it gets.
Co-browsing technology is significantly different from screen sharing software that lets only one person handle the screen while the other views it with little to no control. It is also poles apart from remote desktop software that gives an agent full access and control of a user’s entire computer system, rising privacy concerns.
A co-browsing tool works by placing a support agent in a user’s live browser session in real time. Once the user grants access, both the agent in question and the user get to view the same webpage and navigate it together.
Things start when a user shares a code or clicks a link to kickstart the session. This gives the agent access to what the user sees, so they can start guiding them by clicking, scrolling, or highlighting steps. Unlike screen sharing, however, here the agent only gets permission to view the specific webpage in question and not the entire screen. This, so sensitive information can be protected.
The session runs for some time and ends as soon as the issue gets resolved, leaving no access behind. Plus, most tools work directly in the browser, so there is no need for downloads.
Co‑browsing software gets classified in the following ways…
Co‑browsing software offers multiple advantages that go beyond traditional customer support tools. Here’s how…
1. Real-Time Issue Resolution
One of the biggest advantages of co‑browsing technology is its ability to solve problems almost instantaneously. Since agents can see exactly what the user sees, they can identify problems faster and guide users accordingly, eliminating guesswork and long explanations.
2. Improved Customer Experience (CX)
Co‑browsing tools transform support from text-based instructions to interactive guidance. Customers receive clear and personalized help, which makes their overall experience as smooth as it can be. In fact, businesses that deliver superior customer experience can generate significantly higher revenue compared to competitors.
3. Higher First Contact Resolution (FCR)
Since co-surfing allows agents to directly guide users, most issues get resolved in a single interaction. This increases First Contact Resolution (FCR), a key support metric, and reduces the need for further follow-ups.
4. Reduced Miscommunication
Earlier, support used to heavily rely on verbal instructions, which often led to confusion. Collaborative browsing removes this problem by giving both the agent and customer a shared visual context, ensuring max clarity.
5. Increased Conversions & Reduced Drop-Offs
Customers often abandon purchases due to confusion during checkout or form filling. Co‑browsing helps businesses guide users through complex steps in real time, reducing friction and increasing conversion rates.
6. Lower Customer Effort and Frustration
Some online tasks can be overwhelming for users. Co‑browsing platforms reduce effort by offering direct assistance, helping customers complete tasks without any confusion.
7. Enhanced Security and Privacy
Unlike screen sharing, co‑browsing limits visibility to a specific webpage and often includes data masking features to protect sensitive information such as passwords or payment details.
8. Better Business Outcomes and ROI
By improving resolution speed, customer satisfaction, and conversions, co‑browsing directly impacts business performance. It helps reduce churn, improve retention, and demonstrate measurable ROI for CX initiatives.
Some of the leading co-browsing software solutions are listed below for your convenience…
Surfly is a co‑browsing tool that allows two or more users to view and interact with the same website session in real time. It is commonly used by support and sales teams to guide users, fill out forms, and solve issues together online.
The platform, once implemented, lets companies assist customers directly on their screen without requiring downloads, making online interactions smooth and collaborative.
Key Features of Surfly:
Pro and cons of Surfly:
Pros
Cons
Surfly Pricing & Plans: Price on request
Zoho Assist is a co‑browsing and remote support solution that allows support teams to view and interact with a user’s screen in real time through a shared session. It helps agents guide users through websites, troubleshoot issues, and complete tasks together without requiring complex setup.
The tool is commonly used by customer support teams to deliver faster assistance directly within a web browser.
Zoho Assist
Starting Price
₹ 4800.00 excl. GST
Key Features of Zoho Assist:
Pro and cons of Zoho Assist:
Pros
Cons
Zoho Assist Pricing & Plans:
| Plan | Price |
|---|---|
| Forever Free | INR 0 |
| Standard | INR 400/technician/month |
Cobrowse.io is a co‑browsing software that allows service teams to see and interact with a user’s web session in real time. It lets agents guide customers through websites, complete forms, and resolve issues together on the same screen. The platform works directly in the browser without requiring downloads, making it easy for businesses to provide fast and interactive support online.
Key Features of Cobrowse.io:
Pro and cons of Cobrowse.io:
Pros
Cons
Cobrowse.io Pricing & Plans:
| Plan | Price |
|---|---|
| Website Co-Browsing | USD 18/agent/month |
| All Platform Co-Browsing (Web + Mobile Apps) | USD 36/agent/month |
| Enterprise | Price on Request |
Glia is a co‑browsing and digital customer service platform that allows support teams to see and interact with a user’s web session in real time. It helps agents guide customers through tasks, answer questions, and resolve issues directly on the same screen.
Glia is commonly used by businesses to improve online support by making interactions easier for customers.
Glia
Starting Price
Price on Request
Key Features of Glia:
Pro and cons of Glia:
Pros
Cons
Glia Pricing & Plans: Price on request
Fullview is a co-browsing software that lets support teams actively assist users while they are navigating a website. Instead of relying on chat or instructions alone, it enables agents to guide actions directly within the user’s browsing session. This reduces confusion, speeds up problem resolution, and improves user experience.
Because it runs instantly in the browser, it keeps interactions simple and uninterrupted for both the customer and the support team.
Key Features of Fullview:
Pro and cons of Fullview:
Pros
Cons
Fullview Pricing & Plans: Price on request
Conclusion
Co-browsing software, all in all, is changing how businesses today interact with their customers. It is no longer “give us a call if you face some trouble but ‘let me help you right here and now’, making the process simple and way less frustrating for all the parties involved.
So, what exactly are you waiting for? If you too are looking to enhance your customer experience, give us, at Techjockey, a call today itself and get a good co-browsing tool for your business right away, because every brand deserves one!
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