Purchasing a cobrowsing solution involves evaluating critical cobrowsing platform features that will directly impact your customers’ support experiences, security, and overall satisfaction. By understanding the capabilities that matter most—such as data masking, annotation tools, and easy integrations—you can streamline your process and confidently choose the right platform for your business. Below, you will find an in-depth comparison of the essential features to consider, along with insights on how cobrowsing stands apart from traditional screen sharing.
Compare primary cobrowsing features
When you first learn about cobrowsing, you quickly realize it is much more than just screen sharing. Cobrowsing enables both you and your customer to view and interact with a webpage or app in real time. Unlike full desktop sharing, cobrowsing focuses strictly on the browser window or specific portion of an application, helping maintain security while ensuring you can guide visitors through each step.
Key features to look for include:
- Data masking: Hides confidential fields such as credit card numbers. This is common in various cobrowsing solutions to help protect sensitive information (Cobrowse.io).
- Annotation tools: Let you draw, highlight, or otherwise emphasize specific parts of the screen. They are particularly valuable when walking customers through technical issues.
- Real-time collaboration: Enables you to navigate, click, and even type on behalf of your customer if needed, making support both personal and efficient.
- Remote control options: Offers a way to take direct control of your customer’s screen (within the limited browser view) when tasks become too complex for verbal or visual guidance alone.
Your customers benefit from faster resolutions and a supportive, hands-on experience, while your support team gains clarity by observing the customer’s exact steps. Simple features such as “dual-cursor navigation” and “observation mode” can speed up interactions, especially when you are pinpointing an issue that a customer has difficulty describing over the phone.
Examine security requirements
Security requirements often vary based on your industry, regulatory obligations, and internal policies. Financial institutions, for example, rely heavily on cobrowsing tools that enhance data privacy while allowing remote collaboration. According to Unblu, co-browsing is 100% browser-based and often grants only partial permissions to the agent, ensuring the rest of the customer’s computer remains off-limits.
Here is what you might look for when evaluating security:
- Data masking and button blocking. Ensure the solution can mask input fields (passwords, payment details) and even block certain clicks if needed.
- Granular agent permissions. Some solutions let you restrict exactly what the agent can see and interact with.
- Secure encryption standards. Confirm that private sessions are encrypted.
- Audit logs and session recordings. If you require oversight for compliance or quality control, make sure the platform logs every collaborative action in detail.
Cobrowsing can also minimize the risk of malware exposure and limit the chance of irrelevant windows popping up, since only the active webpage is shared (ScreenMeet). This advantage becomes critical for fields like retail banking or insurance, where safeguarding personal data is non-negotiable.
Explore ease of deployment
With any new software, convenient implementation is a big consideration. Many cobrowsing providers offer code-based or codeless solutions, so you can choose the approach that aligns with your technical environment. According to LogMeIn, implementing a cobrowsing solution can be done in two primary ways:
- Codeless setup:
- Quick to deploy.
- Does not require major changes to your existing website code.
- You can expect an immediate start to your cobrowsing sessions through a simple script or plugin.
- Code-based setup:
- Allows deeper integration with your domain and web application, if you have the right development resources.
- Offers advanced customization options for branding and data routing.
- Tends to be favored by businesses that want to own and manage the entire workflow seamlessly.
A purpose-built platform that offers both codeless and code-based solutions can deliver the best of both worlds, letting you launch cobrowsing instantly and integrate more deeply whenever you are ready. This path is ideal if you plan to refine your support experiences over time, especially when building specialized onboarding processes or advanced data masking protocols.
Consider user engagement tools
A key differentiator in many cobrowsing solutions is how effectively they engage your customers. Annotation capabilities, highlighted cursors, and the ability to co-navigate your site keep users active and focused on resolving their issue or finalizing their purchase.
Some platforms also provide:
- In-app chat, voice, or video integration: Greatly improves the sense of “being there” for your customer (ScreenMeet).
- PDF cobrowsing: Lets you walk customers through forms and brochures in real time.
- Step-by-step guidance: Agents can highlight or circle specific elements, removing ambiguity and saving time.
Improved user engagement is especially critical for businesses that handle complex processes or have long forms. As you highlight each field in real time, customers can see exactly where they need to enter details, reducing confusion and frustration. Industries like technology, finance, and insurance often report an uptick in customer satisfaction and first-call resolution when customers receive clear, visually guided instruction.
Look at integration potential
Another sign of a comprehensive cobrowsing platform is strong integration potential. Modern businesses rely on a variety of tools—CRM systems, ticketing platforms, analytics software, and chatbots—to keep operations running smoothly. According to REVE Chat, cobrowsing solutions can integrate seamlessly with these systems to provide:
- Centralized data: Sync session notes, customer profiles, and conversation history with your CRM.
- Efficiency gains: Let agents launch cobrowsing sessions directly from the same dashboard they use to chat or respond to tickets.
- Actionable analytics: Track metrics like average handling time, cart abandonment reduction, and resolution rates side by side with your existing analytics.
When implementing a new solution, ensure it comes with robust APIs or SDKs if you plan to connect it to a wide range of applications. This approach allows a frictionless flow of user information, so your support team can focus on personalizing the customer journey instead of switching between multiple interfaces.
Make an informed choice
Choosing a cobrowsing platform that matches your team’s workflow and addresses your users’ needs can provide an immediate boost in service quality and sales. For instance, companies using co-browsing technology report annual improvements in customer satisfaction of 5.1% and a 7.2% rise in sales conversion, while others see minimal change (REVE Chat).
Below is a brief comparison table highlighting some important features to keep top of mind:
| Feature | Why It Matters | Where to Look |
|---|---|---|
| Data Masking | Protects confidential details, ensuring compliance | Cobrowse.io, Unblu |
| Annotation & Highlighting | Guides customers visually, speeding resolution | ScreenMeet |
| Remote Control Options | Allows agents to take over for complex tasks | RingCentral |
| Simple Implementation | Facilitates fast adoption with or without code | LogMeIn |
| CRM & Chatbot Integrations | Elevates collaboration and data sharing | REVE Chat |
Whether your goal is reducing shopping cart abandonment, increasing first-call resolution, or better guiding customers through onboarding, a well-rounded cobrowsing platform can elevate the experience. The real-time visual context offered by co-browsing keeps your customers informed and supported every step of the way.
Consider exploring our cobrowse features comparison to see side-by-side highlights of leading solutions. As you review your options, remember that critical features like security, collaboration, and integration often set the best platforms apart.
Finally, look for a vendor that focuses on delivering a personalized touch—one that is “Powered by Blitzz Cobrowse” or similarly robust. When you go beyond screen sharing to actively guide and annotate in real time, your customers feel valued. This leads to stronger loyalty and positive recommendations that can help you stand out in a competitive marketplace.
Ready to see everything in action? Book a demo to experience how different cobrowsing features can transform your customer engagements. By trying a hands-on session, you will be better equipped to choose a platform that meets your current demands and adapts to future growth. Your next step toward effortless support and higher customer satisfaction begins now.
