Cobrowsing (collaborative browsing) allows a support agent to see and, with customer permission, interact with the customer's active browser tab or application in real time. Unlike full screen-sharing, cobrowsing is typically scoped to a single browser window and automatically masks sensitive fields (e.g., passwords, payment details) to protect privacy.
It is especially valuable for:
- Onboarding assistance: guiding new users through complex setup steps
- Technical troubleshooting: seeing exactly what the customer sees to diagnose UI issues
- Sales support: walking prospects through a product demo page together
Success is often measured by reduction in AHT (Average Handle Time) and improvement in FCR (First Call Resolution), since agents can resolve issues without lengthy back-and-forth descriptions. A typical cobrowse session is initiated via a short code or link sent through live chat, keeping the setup friction low for the customer.