Co-Browsing or collaborative browsing allows users to surf the internet collaboratively in real-time. These platforms enable the opportunity for both parties to browse a website together and interact. The usage of Co-Browsing has significantly increased during the crucial time of COVID-19, and it has undoubtedly helped organizations grow their customer service and customer relationship.
Conveying a message to the customer on a call so firmly that he or she can completely understand what has to be done next is a bit of hectic work; customers may need help regarding selecting a product, making an account, or even filling a form. It is hard to convey the instructions properly with a huge communication barrier. This is when Co-Browsing enters to make things better. With co-browsing, the conversation can go quickly as both can interact and browse the website in real-time to get the issue solved.
The visual engagement certainly takes the bar of customer service to another scale. Cobrowsing and screen sharing are two of the most used technologies the organizations prefer today for a better engagement with their customers and to enhance customer relationships.
What Is The Difference?
Co-browsing gives the agent and customer a chance to be on the same page, in their minds, and on their desktops, respectively. With just a single click, the agent can view everything happening over the customer's web browser and provide a more healthy and quality service. Not to forget, the agents can only access the pages that are enabled with cobrowse by the customer himself, which leaves no gap for the security breach.
Co-browsing usually works alongside a live chat that enables the agents to communicate with the customer throughout the process. Any changes made are seen on both the person's desktop in real-time with almost no delay. Co browsing, in simple terms, is more of a virtual 'in-store experience for the customer, as your organization ensures interaction. Support at any time.
Cobrowse's security and privacy are better than the others, and it gives the user the ability to hide and show pages depending on their choice. These sessions are also encrypted and are entirely reliable in terms of privacy.
Contrary to co-browsing, Screen sharing allows the agent to show their screens or view the customers. With just a click, both can share the screens and fix the problem caused to the customer. But here, Co-Browsing certainly surpasses screen sharing in terms of security. In screen sharing, a person can access the whole PC of the other person as screen sharing is not just applicable to one single webpage or just the browser.
With screen sharing, agents can guide the customers through the process fluently and give them clarity regarding their doubts in real-time. Moreover, the agents can teach the customer to handle the process on their own, which is a win-win situation for both the customer and the organization.
What Is Better?
There has been a constant debate regarding co-browsing and screen sharing, but the answer to the question depends on the customer's choice. It would be best if you were sure to understand what the customer prefers and not try to impose your preference on them. An ideal solution and choice between the two depend entirely on the importance of the customer.
Apart from the debate, an organization should definitely adopt the technology of co-browsing and screen sharing for better customer relations. Over the years, several reports have indicated the impact both the technologies are implying on the organizations, and especially during these challenging times of COVID-19, these technologies are a boon for both customers and the organization.