Co-browse is technology that allows an agent and a customer to operate the same web page at the same time during a voice or digital interaction. It enables the agent to guide the customer through the company website, highlight areas of interest on a web page to help the customer focus, and support them to fill in web forms. Co-browse is used in customer service situations to enable the agent to provide more effective service by seeing what the customer is seeing (for example, a long online application that the customer is struggling to complete).
Co-browse is simple for the customer to use because it doesn't require any downloads. For example, when a customer and agent are talking on the phone and find that initiating a co-browse session will help in resolving the customer issue, the customer simply needs to provide the contact center agent with a PIN that signals the customer’s agreement to initiate co-browsing. Co-browse can typically also be used during online chat sessions.
Co-browse is typically very secure, because the agent can only see the specific site that the customer has enabled them to see. Agents can't see any other browser tabs, nor can they see the customer's desktop. Additionally, companies can mask specific fields on their website so that agents can't see anything they aren't authorized to see. Customers can choose to end the co-browse session whenever they want, which provides another level of security. And because it's a peer-to-peer solution, it's resistant to hacking and malware.
In the right situations, co-browse is another tool organizations can use to improve customer satisfaction.
