Cobrowsing software can transform the way you interact with customers and streamline your internal processes. Whether you are heading up customer experience or overseeing IT initiatives, having a comprehensive cobrowsing software features list will help you identify the best solution for your team. Below, you will discover the core elements to consider, including data masking, SDK and API integrations, privacy controls, and collaboration tools. Keep reading to see how these features can boost your customer satisfaction, speed up resolutions, and turn more visitors into loyal users.
Discover the value of cobrowsing
Cobrowsing (or co-browsing) is an advanced form of customer engagement that allows you and your team to guide users on your website or application in real time. Rather than merely showing the entire desktop view like screensharing does, cobrowsing securely shares only the browser tab or app while masking private information. This targeted visibility makes support sessions more secure and more comfortable for customers.
Boost support and sales
Many organizations embrace cobrowsing for its ability to streamline support interactions and enhance sales opportunities. When you can see exactly what your customer sees, you can easily guide them through complicated forms, highlight key features of your products, or explain relevant services.
- Reduce confusion and rework with immediate, visual instructions.
- Encourage upselling and cross-selling by pointing out complementary items.
- Deliver a premium, high-touch experience without burdening your users with extra software downloads.
Recent studies show that cobrowsing significantly raises customer satisfaction. According to one source, 91% of users appreciated co-browsing for support (SupportYourApp). Additionally, businesses leveraging these tools have reportedly seen up to an 83% annual revenue growth, thanks to smoother interactions and more personalized support.
Difference from screen sharing
Screen sharing lets a user display their entire desktop or specific windows. Cobrowsing, on the other hand, securely confines the view to the customer’s active browser tab or app. Data masking technology adds another layer of security by hiding private fields and sensitive data from the agent’s view. The table below highlights some major distinctions.
| Feature | Screen sharing | Cobrowsing |
|---|---|---|
| Scope of sharing | Entire desktop or selected app/window | Only the active browser tab or app, with data masking |
| Security and privacy | Limited masking, entire screen can be visible | Sensitive information is hidden automatically, reducing risk |
| Interactivity | Generally one-way control | Both parties can interact in real time, guide, and annotate |
| Customer experience | Can feel invasive if personal content is shown | More focused, less intrusive, and requires no extra downloads |
| Ideal scenarios | Presentations, team meetings, webinars | Customer support, personalized demos, sales guidance (RingCentral) |
Because of its focus on secure, streamlined interactions, cobrowsing often proves superior for one-on-one support or sales calls. It allows you and your customers to collaborate in real time without exposing private or irrelevant data on the screen.
Focus on privacy and security
A major concern when you compare cobrowsing solutions is how the software handles privacy. Top-tier platforms typically mask sensitive fields, log session activity, and comply with strict standards like ISO 27001 or SOC 2 Type 2 (Cobrowse.io). These certifications demonstrate a commitment to confidentiality and operational integrity.
- Data masking: Ensures credit card numbers, social security information, and other personal data are shielded from view.
- Compliance: Look for adherence to GDPR, CCPA, HIPAA, or PCI DSS if these regulations apply to your industry.
- Formal security programs: Leading vendors maintain frameworks such as ISO 27001 and SOC 2 to validate ongoing security processes.
- Session logs: Detailed audit logs can help track who accessed what and when, making it useful for accountability and performance reviews.
For instance, some cobrowsing platforms follow robust vulnerability management strategies, addressing potential security issues quickly (Cobrowse.io). Keeping your customer data safe not only protects them from threats but also builds trust in your brand.
Consider integration and omnichannel
Your service and IT landscapes often involve multiple communication channels, from live chat to phone calls to external CRM systems. A cobrowsing solution that integrates seamlessly into your existing tech stack can create a unified support environment, saving your team from juggling multiple platforms.
- CRM integration: Pull up customer details directly in your support console for immediate context.
- Omnichannel approach: Let agents switch from voice, text, or chat-based support to cobrowsing in a single click. This streamlined experience boosts first-call resolution.
- SDK and APIs: Access developer tools to embed cobrowsing capabilities inside your own product or mobile app, leaving your branding intact.
- Codeless vs. code-based: Some vendors allow you to enable cobrowsing with a single embed code or even no code at all. Each approach has pros and cons, so choose based on your IT resources and customization needs.
If you want a deeper review of how different solutions stack up in these areas, you can check our cobrowse features comparison.
Review collaboration and annotation
Beyond simply viewing a user’s screen, cobrowsing platforms often come with additional collaboration features. These can transform a routine support session into a powerful problem-solving conversation. Key capabilities include:
- Real-time annotation: Draw or highlight directly on the shared screen, guiding customers step by step.
- Document co-browsing: Some platforms let you co-browse PDFs, images, or other file types without forcing the user to exit the session.
- In-session chat: Chat alongside cobrowsing to clarify instructions or share links and resources.
- Session recording: Capture interactions for training, compliance, or future reference. According to some providers, having a session archive helps your team track recurring issues or measure compliance effectively (Cobrowse.it).
Providing visual context for complex transactions can help you resolve issues faster, reduce bounce rates, and enhance customer loyalty. Nationwide, for example, reportedly saw a 62% boost in mortgage sales when they used a visual engagement tool to guide applicants (SupportYourApp).
Weigh licensing and deployment
Every organization has unique support demands and staff structures, so your licensing model can greatly influence how effectively you deploy a cobrowsing solution. Some vendors base licensing on individual seats, while others on concurrent usage or overall capacity:
- Seat-based licensing: Ideal for small teams where each agent needs a dedicated license.
- Capacity-based licensing: Beneficial if you have multiple sites or high-volume usage with rotating agents. This approach offers more flexibility for large organizations (Acquire).
Investigate how the cobrowsing tool fits into your on-premises or cloud-based setup. Certain vendors provide self-hosting options for organizations with stringent data security requirements, while others operate purely in the cloud. Choose whichever deployment model aligns with your compliance mandates and internal resources.
Examine mobile and device support
Today’s customers expect help whenever and wherever they need it. That means your cobrowsing solution should function across various devices, from desktop to mobile browsers. If you offer mobile apps, look for solutions that:
- Provide iOS and Android SDKs for in-app cobrowsing.
- Allow seamless transition from a voice call to a mobile browsing session.
- Offer consistent performance on tablets and smartphones.
According to one checklist, balancing support for mobile and desktop users is crucial to maintain a frictionless customer experience (Acquire). Ensuring you can co-browse on mobile opens new opportunities to serve customers on the go, further cutting down your resolution times.
Check performance and metrics
A feature-rich platform should also deliver measurable results. Industry research underscores the substantial impact cobrowsing can have on key performance indicators:
- First-contact resolution (FCR): Real-time guidance reduces the need for repeat calls or escalations. Agents can visually confirm each step and solve issues faster (Cobrowse.it).
- Conversion rates: Some businesses witness up to a 2.5x improvement in conversions by helping users navigate complex booking pages or product catalogs in real time (SupportYourApp).
- Customer satisfaction (CSAT): The more direct and efficient your support session, the higher your CSAT can climb. This kind of interactive engagement demonstrates genuine concern for each user’s needs.
- Customer retention: Visual engagement tech can raise retention rates by over 7% annually (SupportYourApp). Retaining customers is often more cost-effective than acquiring new ones, so this translates into long-term savings for your organization.
Use these metrics as you evaluate different vendors in your cobrowsing software features list. Identify which solution aligns best with your support goals and existing workflows.
Make your final decision
Putting everything together, choosing the right cobrowsing software requires a balance of security, reliability, and flexibility. As you refine your selection, remember to:
- Confirm robust privacy compliance. Ensure the tool adheres to GDPR, CCPA, HIPAA, or any other required regulations for your region or industry.
- Check for multi-device compatibility. Cover desktop, mobile, and tablet users with minimal effort. If you have a dedicated mobile app, an SDK for iOS and Android is a must.
- Look for annotation and interactive tools. True collaboration happens when both you and your customer can annotate, highlight, or even fill out forms together.
- Assess deployment models. Decide between seat-based licensing or capacity-based licensing to match your operational scale.
- Compare CRM and channel integrations. A strong omnichannel approach ensures you can launch cobrowsing sessions straight from text, chat, voice, or video.
- Evaluate session logs and analytics. An audit trail, performance reports, and session recordings help you train staff effectively and maintain compliance.
- Align with your company’s security stance. SOC 2, ISO 27001 certifications, and routine external audits indicate a vendor’s commitment to handling sensitive data securely.
If you’d like a more granular look at distinctive capabilities, visit our cobrowse features comparison to see how different solutions stack up in data masking, annotation, and integration specs.
Finally, consider booking a one-on-one demo with your top-choice vendor. A live test drive will confirm whether the tool’s features truly fit your workflow and organizational needs. Seeing how cobrowsing works in real time can make all the difference when it comes to finalizing your investment.
Take the step toward a more personal, secure, and streamlined customer experience. When you adopt the right cobrowsing software, you empower your agents to solve problems faster, create lasting customer relationships, and boost your team’s efficiency. By focusing on privacy, integration, and collaboration tools, you can ensure your cobrowsing solution becomes a vital asset in your organization’s digital toolkit.
Ready to see how these features can enhance your support operations? Book a demo with the platform that meets your requirements, and discover how cobrowsing can transform not only your support capabilities but also your bottom line.
