Using co-browsing software to improve customer support
Co-Browsing software (aka collaborative browsing or co-browser software) allows a customer service agent to access the customer's active internet browser tab on the customers' screen to help with customer or technical support issues by being visually able to see the same thing as the customer.
There is a difference between co-browsing software and screen sharing. Screen sharing enables viewing of the entire desktop so the customer service agent is able to see everything on the customer's desktop whereas co-browsing only enables the customer service agent to see the active tab meaning other content on the customer's screen is not able to be viewed by the support person.
One of the primary benefits of using co-browsing software is a quicker resolution of problems resulting in an improved customer experience and reduced costs in handling customer enquiries and technical support.
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