Whether you are exploring a new solution or re-evaluating your current screen-sharing system, cobrowsing features for customization often make or break your decision. The right platform allows you to tailor branding, data masking, and interactive elements so that you maintain full control over the end-user experience. Below, you will find the key features you should compare when assessing various co-browsing tools. These are the capabilities that not only impress potential buyers but also drive tangible ROI through higher customer satisfaction, reduced handle times, and smoother onboarding.
Discover the value of customization
Customizing your co-browsing environment gives you the power to create a seamless user experience. Instead of relying on a one-size-fits-all interface, you can address your organization’s specific workflows, branding, and compliance requirements. From ensuring sensitive fields stay private to matching your corporate color palette, these modifications help you maintain trust and consistency.
Why it matters
- You reinforce brand identity, making each interaction feel aligned with your company.
- You uphold data privacy standards, which builds credibility with both customers and stakeholders.
- You reduce friction for support agents by tailoring the co-browsing interface to your unique processes.
Prioritize privacy and data masking
One of the most critical cobrowsing features for customization involves data masking. You need to ensure that any personally identifiable information or payment details remain hidden during live sessions. Some co-browsing tools use advanced redaction techniques to keep sensitive input fields invisible to agents.
Points to compare
- Built-in masking: Does the co-browsing tool automatically redact sensitive information like credit card fields?
- Granular controls: Can you customize which site elements or app fields are masked?
- Compliance support: Are you covered for regulations such as GDPR or PCI-DSS?
Highlighted examples from the field
Many industry giants exemplify the value of privacy controls. Klarna, a leading payment solutions provider, chose a co-browsing tool that supports data privacy by redacting sensitive information before it reaches the agent’s screen (Cobrowse.io). This assurance helps them maintain a 90% customer satisfaction rate during support sessions.
Access robust SDK and API
Once you confirm a tool meets your privacy standards, check its SDK and API capabilities. You may want to seamlessly integrate co-browsing into your existing CRM, ticketing system, or communication platform. An SDK offers flexibility for deeper customization—ranging from adjusting how sessions are launched to customizing user consent prompts.
Points to compare
- Platform compatibility: Does it support both web and mobile platforms (iOS, Android)?
- API depth: Are you able to trigger advanced interactions or retrieve session logs programmatically?
- Ease of integration: Does the vendor provide documentation and sample code for quick deployment?
When Quicken integrated co-browsing technology, they ran over 40,000 sessions per month and saw a 26% decrease in handle time (Cobrowse.io). This demonstrates the impact that smooth API-based setups can have on operational efficiency.
Consider advanced annotation tools
Annotations during co-browsing are powerful for guiding customers through forms, checkouts, or troubleshooting steps. You can circle, highlight, or point directly on the user’s screen without lengthy verbal instructions. Advanced solutions also allow customers to annotate, making it easy to showcase their confusion points or requests.
Points to compare
- Real-time drawings or pointers: Does the system allow two-way highlighting or annotation?
- Permission control: Can customers disable agent annotations if they feel uncomfortable?
- Speed and responsiveness: Ensure that the annotation layer updates in real time with minimal lag.
Co-browsing solutions can elevate customer experiences and solve issues faster. For instance, co-browsing users achieve up to a 25% increase in first-call resolution rates, which can be attributed partly to effective on-screen guidance (REVE Chat).
Optimize for mobile devices
Today’s customers expect support anywhere, anytime. This includes on their smartphones or tablets. A robust co-browsing tool should be just as powerful on iOS and Android as on desktop browsers. Look for dedicated mobile SDKs that offer smooth gestures, real-time annotation, and device-specific controls.
Points to compare
- Support for different OS versions: Does the co-browsing solution remain stable across a range of iOS and Android builds?
- Touch interactions: Are an agent’s annotations or navigation cues intuitive on a touchscreen?
- Performance: Does mobile co-browsing feel as responsive as desktop sessions?
With over 1 million mobile app downloads, Quicken depends on a system that is just as efficient on smartphones and tablets. Their co-browsing solution contributes to a 92% satisfaction rate among agents, showing the payoff of robust mobile optimization (Cobrowse.io).
Look for PDF co-browsing
Companies that handle contracts, manuals, or other important documents often want the ability to co-browse PDFs. This feature lets you walk your customer through each page in real time, clarifying details and signing instructions. Having PDF co-browsing bolsters the impression that your support team is ready to handle any scenario seamlessly.
Points to compare
- Page synchronization: Will both parties see each other’s scrolling and zoom actions?
- Annotation on PDFs: Can you highlight text or add notes to guide the conversation?
- Data security: Are sensitive or personal details masked within the PDF?
Strengthen transparency with recordings
Session recordings and audit logs provide a record of each co-browsing interaction. These logs can be invaluable for training, compliance checks, and disputes. By reviewing session data, you ensure you are following privacy standards and can resolve any misunderstandings about what occurred during a support call.
Points to compare
- Automatic recording: Does the solution automatically store session history for compliance?
- Granular logs: Do you have a detailed record of interactions, including annotations and masked fields?
- Storage guidelines: How long are recordings maintained, and is data encrypted at rest?
Check brandable interfaces
Your co-browsing widget or pop-up should reflect your brand’s design guidelines. From logos to color schemes, the ability to customize the user interface reassures customers that they are in a trusted environment. Some solutions, like Cobrowse version 5.7 and later, let you modify everything from button colors to language settings via a single customization dashboard (Glance Networks).
Key customization elements
- Colors and logos: Align widget bars, buttons, and backgrounds with your brand palette.
- Fonts: Upload custom font files for a polished look.
- Localization: Add or modify language files to support international customers quickly.
Compare real-world performance
You want to see proven success before you commit. Industry data points to significant gains in efficiency and satisfaction when co-browsing is implemented correctly. According to research, companies using co-browsing can reduce support costs by 2.4% annually, versus just 0.4% for those without the technology (REVE Chat). Organizations also report a 30% boost in customer satisfaction, making the value of a feature-rich co-browsing tool evident.
Case in point
- Klarna uses co-browsing to tackle complex cases and achieve a 15% higher resolution rate, running over 75,000 sessions per month (Cobrowse.io).
- Firms can raise sales conversion rates by 7.2% simply by guiding buyers in real time. That number towers over the 0.2% increase seen by businesses lacking co-browsing software (REVE Chat).
Here is a quick comparison table of the core features to look for in any co-browsing platform:
| Feature | Why It Matters | Potential Impact |
|---|---|---|
| Data masking | Protects user privacy | Builds trust and compliance |
| SDK and API | Smooth integration with existing systems | Faster rollout, improved agent flow |
| Annotation tools | Real-time visual assistance | Higher first-call resolution |
| Mobile support | Seamless help on iOS and Android devices | Broader customer reach, more loyalty |
| PDF co-browsing | Detailed walkthrough of documents | Reduced confusion, faster sign-offs |
| Session recordings | Transparent record of all interactions | Training opportunities, compliance |
| Brandable UI | Consistent look and feel across support steps | Stronger brand identity, user comfort |
Next steps for your team
Consider these features carefully when deciding on your next co-browsing platform. The right mix of data masking, mobile optimization, and brandable interfaces can drastically improve your customer experience. If you want to evaluate multiple cobrowsing solutions side by side and see how they stack up, view our cobrowse features comparison. Once you solidify your particular requirements, you will be ready to choose a solution that meets your security, branding, and performance goals.
Ready to uncover how these customization features can streamline your customer interactions and boost ROI? Book a Demo today and experience the difference for yourself.
