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Cobrowsing 101: Screen-sharing Creates the In-person Customer Experience Online


Businesses are constantly seeking innovative ways to connect with their customers. While chatbots and email have their place, these technologies don’t replicate the in-person experience quite like cobrowsing and screen-sharing technologies.  Offering customers cobrowsing can transform customer interactions by bringing the in-person experience to the digital realm and taking guided selling to a new level.

Understanding Cobrowse

Cobrowsing is a real-time, online collaboration tool that allows a customer and a support agent to share a web browser view. Unlike traditional screen sharing, cobrowsing focuses specifically on webpages, enabling both parties to interact with the webpage simultaneously. This technology has gained popularity because of its ability to bridge the gap between online and in-person customer experiences. Did you know that there are different modes and types of cobrowsing? Not all cobrowsing or screen-sharing tools fit every situation, but platforms like Vee24 excel in matching the right tool to the right use case. Take a look at a quick guide to Vee24’s cobrowse and share modes and the corresponding use cases. 


The Power of In-Person Interaction

One of the challenges businesses face in the digital world is replicating the personal touch of in-person interactions. Customer service over the phone or via text can feel detached, leaving customers longing for a more personalized experience. Cobrowsing steps in to fill this void.

Imagine a scenario where a customer is struggling to find the right product, use a configuration tool, complete a complex online form, or navigate a convoluted checkout process on your e-commerce website. Frustration sets in, and they’re about to abandon their shopping cart. This is where cobrowsing shines. A support agent can initiate a cobrowsing session, and within seconds, they’re right there with the customer, navigating the webpage together, answering questions, and providing guidance in real-time. It’s like having a friendly assistant right by your side in a physical store.

The Benefits of Cobrowsing

  • Enhanced Customer Satisfaction: Cobrowsing reduces customer frustration by swiftly resolving issues. Customers appreciate the immediate assistance, which can lead to higher satisfaction and improved customer loyalty.
  • Increased Sales and Conversions: In the world of e-commerce, abandoned shopping carts are a significant concern. Cobrowsing can help salvage these situations by guiding customers through the checkout process, resulting in increased sales and conversions.
  • Improved ROI from Product Configuration Tools: Retailers are spending billions of dollars annually on tools like augmented reality, product configuration, and virtual try-on. These tools can confuse customers, however, real-time cobrowsing can help shoppers through the process and enable these tools to reach their full ROI potential. 
  • Reduced Returns: Written communication can lead to misunderstandings, but with cobrowsing, support agents and customers are on the same page—literally. This minimizes miscommunication and can reduce costly returns. .
  • Faster Problem Resolution: Cobrowsing expedites problem-solving by providing visual context. Agents can pinpoint issues quickly and offer precise solutions, reducing call duration and increasing efficiency.

Industry Use Cases 

Cobrowsing is a versatile tool that can be used in various industries and applications. Here are a few examples:

Finance: Financial advisors can use cobrowsing to guide clients through online account management, investment portfolios, and financial planning tools.

Healthcare: Doctors can use cobrowsing to review medical records and test results with patients, enhancing telemedicine consultations.

Retail: Retailers can create virtual boutiques. This can help to create a luxury experience online so customers who go in-store to shop for luxury goods and customers who choose to shop online will receive the same experience. 

B2B and Saas Companies: These types of businesses can use video chat and cobrowsing technologies to generate leads and engage with their potential clients before their competitor has had the chance to respond.

Cobrowsing through screen sharing is a game-changer for businesses looking to create the in-person customer experience in the digital world. Its ability to provide immediate, hands-on assistance, reduce frustration, and increase conversions makes it a valuable tool for customer support and beyond.