Customer support has evolved dramatically over the past decade. From phone calls and emails to live chat and video calls, support teams have continuously adopted new technologies to help customers more effectively. Today, we're seeing another major shift with co-browsing technology.
What is co-browsing?
Co-browsing allows support agents to see exactly what customers see in their web browser, without requiring screen sharing software or downloads. It's like looking over someone's shoulder, but entirely virtual and secure.
Unlike traditional screen sharing, co-browsing:
- Works instantly without downloads
- Only shows the specific browser tab, not the entire screen
- Maintains customer privacy by masking sensitive data
- Provides better performance with lower bandwidth requirements
Why traditional support falls short
Traditional support methods often lead to frustration for both customers and agents:
- Phone support: Agents struggle to understand what customers are seeing
- Email support: Multiple back-and-forth messages slow down resolution
- Screen sharing: Requires downloads and exposes the customer's entire screen
- Live chat: Text-based communication can be inefficient for complex issues
These limitations result in longer resolution times, frustrated customers, and burned-out support teams.
The co-browsing advantage
Co-browsing solves these problems by creating a shared visual context. When a customer encounters an issue, an agent can:
- See exactly what the customer sees in real-time
- Guide them through the solution with visual cues
- Resolve issues in a fraction of the time
Our data shows that teams using co-browsing resolve issues 60% faster than traditional methods.
Real-world example
Consider a customer trying to complete a checkout process but encountering an error. With traditional support:
- The customer describes the error (often inaccurately)
- The agent asks clarifying questions
- Multiple screenshots are exchanged
- The agent tries to reproduce the issue
- Resolution takes 20-30 minutes
With co-browsing:
- The agent sees the exact error instantly
- They identify the issue immediately
- They guide the customer to the solution
- Resolution takes 5 minutes
Security and privacy first
One common concern with co-browsing is privacy. Modern co-browsing solutions address this with:
- Bank-level encryption for all session data
- Automatic masking of sensitive fields (passwords, credit cards)
- Customer control to pause or end sessions anytime
- Compliance certifications (SOC 2, GDPR, HIPAA)
Customers maintain full control of their data while receiving the support they need.
Getting started with co-browsing
Implementing co-browsing is straightforward:
- Integrate with your existing support platform (Zendesk, Intercom, etc.)
- Add a simple code snippet to your website
- Train your support team on the new workflow
- Start delivering faster, better support
Most teams see immediate improvements in key metrics:
- Average handle time: Down 40-60%
- First contact resolution: Up 35-50%
- Customer satisfaction: Up 25-40%
The future of customer support
As customer expectations continue to rise, support teams need every advantage they can get. Co-browsing isn't just a nice-to-have anymore—it's becoming essential for competitive support operations.
The technology continues to evolve with new capabilities like:
- AI-powered session analysis
- Automated issue detection
- Integrated knowledge bases
- Advanced collaboration tools
Teams that embrace co-browsing today are positioning themselves for success in an increasingly digital world.
Ready to transform your customer support? Get started with Univerx and see the difference co-browsing can make for your team.
