Read on to find our top picks for the best cobrowsing software you should try out in 2022…
With the onset of Covid-19, remote work has quickly become the norm. Having gotten a taste of what it feels like to work from home and set their own schedules, workers are reluctant to return to the office.
To make this transition from office to home a bit easier, many software tools have emerged in the market.
One such category of tools is co-browsing software.
Co-browsing software tools are revolutionizing how businesses interact with their customers and help them in their buyer’s journey.
But what exactly is co-browsing, and how is it different from screens sharing? Let’s find out…
What is Co-Browsing?
Co-browsing, also known as collaborative browsing, allows customers and businesses to collaborate with the customer’s browser in real-time.
Using cobrowsing software, the customer service rep can view a customer’s browser, providing them support or sales assistance with much more ease.
There are many cobrowsing software that allows service reps and customers to browse a website, web app, or mobile app together in real-time.
While cobrowsing is most commonly used in customer service, it can also be used by sales teams and other business operations to improve customer experience and conversions.
By adding cobrowsing functionality to your company’s app or website, businesses can bring in a whole new dimension of visual engagement.
What are the Benefits of Co-browsing Software?
In the day and age of telecommuting, co-browsing is no longer a luxury but a necessity.
Various business functions can tremendously improve if your company deploys a cobrowsing tool to your website or app.
A cobrowsing software provides the following benefits:
- Helps facilitate a culture of collaboration among team members.
- Conduct virtual/remote meetings with employees more effectively.
- Helps in the onboarding of new employees.
- Troubleshoot queries with customers.
- Train sales/support staff.
- Co-browse with clients and partners for better understanding or giving presentations.
Example of Cobrowsing Software in Action
Imagine that a customer wants to update his/her healthcare plan, which requires them to fill out a complex form.
With so many options to choose from, the customer gets confused and calls the insurance company to ask for help.
The insurance provider then connects the customer with an agent to resolve customer queries as soon as possible.
While phone support or online chatbots can be good starting places for providing a humanized customer experience, agents are still asking the same old questions like “Do you see the blue button?” “Are you on the home page?”, “What do you see?.”
Cobrowsing software tools provide an immediate solution to such problems. When the agent initiates a cobrowsing session, he/she is able to view a customer’s screen in real-time, providing quick and easy relief to all queries.
The agent can then work with the customer and help him complete the complex insurance form by taking their hands and guiding them to completion.
What is the difference between Cobrowsing and Screen Sharing?
I know what you are thinking- how is co-browsing any different than screen sharing?
While both co-browsing and screen sharing facilitate visual collaboration, there are significant differences between the two.
|1. Cobrowsing is a more convenient form of visual engagement as it doesn’t require anyone to download any software. Agents can quickly connect to the customer’s browsers with the click of a button. ||Both the agent and customer must install a 3rd party application like Zoom or Google Meet before they can share their screens. |
|2. Cobrowsing provides a much more private and secure experience for the customer as the agent can only view the active window of the customer’s browser and nothing else.||Service reps can see the client’s entire desktop or any notifications that may pop up. |
|3. The agent can execute specific actions on the client’s browser (like highlight, annotate, click, fill out forms), helping customers by quickly resolving their queries. ||Agents can’t do any actions on the customer’s screen and only provide oral instructions during a screen sharing session. |
|4. Most cobrowsing software comes with a feature called data masking that hides customers’ confidential data (like passwords) during a cobrowsing session.||Screen sharing doesn’t provide data masking, allowing agents to see everything displayed on the customer’s screen.|
Best Co-browsing Software Tools You Should Check out in 2022
Now that you know what cobrowsing is and its significance in the business landscape, it’s time to explore some of the best co-browsing software tools in the market.
Here’s our list of some of the best co-browsing software out there:
- Teamviewer Engage
Our pick as the best cobrowsing solution is Fullview Live.
Fullview is a platform that offers cobrowsing and session replays and is primarily used by customer support, customer success, product and engineering teams to create better customer experiences.
Fullview Live is installed on your website or web app, and you can identify your customers and see who is online, idle, or offline. You can start a session with a user and notify them directly in your app without having to share a link with them.
The cobrowsing experience includes high-quality audio and video, as well as the possibility to highlight or click on elements, submit forms, share other tabs and collaborate online.
Fullview Live gives access only to the website or app where it is installed, not to the whole desktop, reducing privacy or compliance issues of legacy remote desktop applications.
With any Fullview Live plan (including the free plan), you also get access to the free tier of Fullview Replays, which allows you to record and rewatch any customer session and see how they use your product or what issues they may have.
Fullview also offers integrations with customer support and CRM software as well as development and ticketing systems.
What customers say about Fullview
“We’ve improved onboarding and response rates by 2X. Ever since we started using Fullview, we mention it to every SaaS company we meet.” Johnathan Bell, CEO and Co-Founder, LicenceOne
Some key features of Fullview Live
- Fully web-based, no downloads required.
- Cobrowse, highlight and click on elements, submit forms, and more.
- Automatically blur out sensitive information.
- Access console data in real-time, including device, browser network, and user journey.
- Free plan available
- 30-day free trial on all paid plans
- Fullview Live Pro: $59 / user / month
Crisp is a multichannel messaging platform built for marketing, sales, and customer service reps.
From CRM and shared inboxes to cobrowsing to live chat, Crisp is THE platform to engage with customers worldwide efficiently.
Like most cobrowsing software, Crisp doesn’t require any software downloads or installation on either the customer or the agent side.
Using Crisp’s live chat option, agents can seamlessly start a cobrowsing session with the customer, providing real-time assistance.
During our testing for this review, we found Crisp to be extremely easy to use and start a co-browse session. The sheer features Crisp provide as a customer communication platform is impressive.
What customers say about Crisp
Crisp is an excellent live chat and communication tool for support and sales. It’s easy to use, has a mobile app that I use to reply to queries, and it also integrates other platforms like Twitter DMs, Telegraph, Line. We use Twitter DMs often as prospects and clients tend to DM us sometimes. In addition to the chat itself, I really do like their help docs solution (knowledge base). It’s very easy to manage, has a very nice and clean design, and offers really good JS SDK for integrating with your website/apps. It’s nice to be able to display articles in modal on our website. – Viktor on SoftwareAdvice
Some key features of Crisp
- Integrate Crisp with Slack, Shopify, Facebook Messenger, WordPress, and many more apps.
- Seamlessly jump into a co-browse session via the live chat option.
- Click, point, scroll and share notes with your team in real-time inside your customers’ browser tabs.
- Free plan with limited features
- Paid plans start from: Pro ($25 per month per website), Unlimited ($95 per month per website)
Read More: 10 Best Coworking Space Management Software Out There in 2022!
Next up on our list of the best cobrowsing software is Surfly. Used by over 200,000 users worldwide, Surfly lets you co-browse any website or digital property with the click of a button.
Simply share a link with your colleagues, client, or customer and instantly share your screen with them.
Surfly provides detailed audit logs of all your cobrowsing sessions, including any activities that take place on 3rd party websites or apps.
The cobrowsing tool easily integrates with other workflow tools like Salesforce, Amazon Connect, Cisco, and more.
What we liked about Surfly is its E-signature feature. Using Surfly, users can upload, review, annotate, and e-sign any document without ever leaving their website.
What customers say about Surfly
The concepts of so-called “screen sharing” and “co-browsing” are not new and it’s relatively straightforward technology, almost all of the modern tools like Zoom, GTM, MS Teams provide such an option. However, all of them miss a single most important component – reliability. I’ve lost count on times when the ongoing product demos with sales prospects have been subject to interruptions due to the incapability of traditional applications to perform consistently. Surfly’s web sharing technology is not simply a matter of convenience, it is a solution that enables organizations to build a relationship with customers and deliver a truly exceptional sales experience. – Aibek on G2
Some key features of Surfly
- Fully customizable to meet your business needs and can be added on top of your existing technology.
- Share offline files and view them together with a client or customer.
- Collaborative document editing and e-signatures.
- 14-day free trial
- Paid plans start from: Pro ($31 per user per month), Business Plan ($62 per user per month), Enterprise (contact sales).
From the makers of Screenhero (acquired by Slack in 2015) comes another screen sharing and cobrowsing app, Pop.
As the name suggests, Pop is a fun and easy tool to use, allowing multiple people to share screens and work together simultaneously.
Pop is excellent for designers, programmers, students, or knowledge workers who collaborate remotely. The app lets everyone control the screen with their mouse and keyboards, making it easy to collaborate.
The software also has a digital whiteboard to discuss ideas without being in the same room. If your team use Slack for communication, they can quickly start a Pop screen sharing session directly from Slack.
What customers say about Pop
“We use Pop for pair programming, and it’s really terrific! (Thanks so much for supporting Linux as a first-class platform.) I’m a big fan of “future of work” applications that make creative use of video. I regularly talk to people who were devoted ScreenHero users and who feel like they have never found another tool to replace it. This is a big day for that community of power users, and for everyone else, too, like me, who missed the original ScreenHero revolution.” – Kwindla on Product Hut
Some key features of Pop
- Supports all platforms and devices- Mac, Windows, Linux, Chrome, Firefox, Safari, and mobile browsers.
- Multi-user screen share where anyone can control and type in real-time.
- Digital Whiteboard functionality
- Free plan with limited features.
- Paid plans start from: Pro (free while in BETA), Enterprise ($25 per user per month).
Cobrowse.io is a service provider that helps you integrate co-browsing functionality inside your existing apps.
The platform provides mobile SDKs for Android & iOS, helping businesses to resolve customer queries using the power of co-browsing and screen sharing.
With no extra plugin to install or software to download, Cobrowse works automatically for both agents and customers.
Once an agent gets permission from the customer, they can effortlessly annotate the customer’s screen or request to remote control the customer’s device.
For training purposes, Cobrowse provides the option of session recording. And, of course, it comes with data masking functionality to protect sensitive customer information.
What customers say about Cobrowse
“Very clean and streamlined product. Really easy setup and makes customer service much less painful.” – Chad on Product Hunt
Some key features of Pop
- Integrates with Zendesk, Freshdesk, Intercom, and other helpdesk/CRM platforms.
- Can be self-hosted
- Available for Web, Android, iOS, Xamarin, React Native,Windows, and macOS.
- Free plan not available
- Paid plans start from: Hosted ($40 per agent per month for all platforms and $20 per agent for one website), Enterprise (contact sales).
Unblu is a great cobrowsing software, especially if you belong to the finance sector. Used by over 160 financial institutions, Unblu is a great platform for customer communication.
Unblu enables companies to better support, sell, and advise customers by allowing them to install Unblue on top of their existing channels.
Businesses can live-chat, conduct high-quality audio and video calls, and co-browse websites and apps using Unblu’s robust software.
The platform provides four different ways to implement its patented co-browsing tech:
- Embedded co-browsing: For companies that require a highly-secure setting and works only on the domains or apps the company owns.
- Universal co-browsing: Allows agents and customers to browse anywhere on the web together.
- Document co-browsing: Allows you to share, view, and sign documents with your clients or customers
- Mobile app co-browsing: Join customers on their mobile apps when they need your help.
Unblu uniquely focuses on financial institutions, providing top-notch security and robust functionality.
What customers say about Unblu
“As a key part of our digital banking initiatives, Unblu’s co-browsing has enabled us to provide unrivalled customer support, allowing our customer care and financial advisors to reach “through” the screen and be right there alongside our customers, whenever and wherever they need us”
– Komerční Banka on Fintech.Global
Some key features of Unblu
- Securely integrate co-browsing into an existing banking infrastructure.
- Encrypted and secure cobrowsing with data masking
- Record co-browsing sessions on any device.
- Request demo
A pioneer in the cobrowsing industry, Samesurf is next on our list. Founded in 2009, Samesurf is widely recognized as the architect of modern co-browsing, backed by five USPTO patents.
The app works seamlessly on any device, browser or mobile app. Users can upload documents, presentations, and videos to the Samesurf cloud and share them in real-time with customers or clients.
Want to share something other than your browser tab? Samesurf allows you to toggle between screen sharing and cobrowsing with one click!
Read More: The 10 Best Samesurf Alternatives You Should Check out in 2022
Control passing is another feature Samesurf is known for, allowing people to take turns navigating and controlling the co-browsing session.
Apart from co-browsing, Samesurf provides HD audio/video calling, session recording, live messaging, and more.
What customers say about Samesurf
The install-free aspect of Samesurf gives it an edge over all other screen-sharing and cobrowsing tools that I’ve had experience with. Being able to conference with a group of people with simply an invite link and nothing else eliminates the process of having colleagues download new software and become accustomed to it. In addition, Samesurf is incredibly secure and allows you to share your screen without exposing anything on your desktop or sensitive information on different tabs/windows.” – Violet on Capterra
Some key features of Samesurf
- Useful analytics for every co-browsing session.
- Record audio, video and screen elements during the cobrowsing session.
- HD audio/video calls and fluent instant messaging.
- Free plan with limited features
- Paid plans start from: Basic ($10 per user per month), Premium ($20 per user per month), Pro ($30 per user per month).
Our next cobrowsing software comes from the software giant Cisco. Used by 95% of the Fortune 500 companies, Webex is an all-in-one app for business communication.
To make remote work more manageable, Webex provides plenty of features. Companies can efficiently conduct audio/video meetings, message customers, conduct webinars, and share screens with customers and clients.
Webex’s video conferencing class apart. With features like automatic transcription, noise removal, emoji reactions, gesture recognition, custom layouts, and of course, screen sharing make Webex a powerful video conferencing platform.
The platform provides highly flexible screen sharing, allowing you to choose exactly what you want to share:
- Particular files or documents
- Entire web browser or 3rd party apps
- Watch videos together via your multimedia player.
- Your entire screen.
Basically, you can share whatever you want on your computer without worrying about privacy or security.
What customers say about Webex
“Cisco Webex Meeting came to our rescue just when we are having difficulties connecting our clients and the internal team. our biggest concern was how to keep our regularity at pace. We tried a lot of video meeting software’s but cisco seems the best out of all. It is not complicated at all. You don’t need any video tutorials for first-time users. It is just a one-click operation which is the best part. it helps to connect better with no glitch in the video during calls and meetings.” – Tarun on G2
Some key features of Webex
- Background noise removal and speech enhancement feature to make your video meetings better.
- Record automatic transcriptions for every video conferencing.
- Highly flexible screen sharing with powerful meeting controls
- Free plan with limited features.
- Paid plans start from: Starter ($14.95 per user per month), Plus ($19.95 per user per month), Business ($29.95 per user per month), Enterprise (contact sales)
9. Rescue by LogMeIn
A remote support platform by LogMeIn, Rescue is next up on our list of the best co-browsing software tools.
Rescue allows you to connect to a remote desktop in no time, no matter where you are in the world.
Made with service teams in mind, Rescue users can cobrowse websites with customers, open and annotate any document, provide chat support, reboot or reconnect with a device, run diagnostics and much more.
With data masking, Rescue removes any business risk by controlling what customer support agents can see or do during a cobrowsing session.
Rescue requires no plugin, mobile app or software to download, making the deployment super fast and easy.
What customers say about Rescue
“In my industry, I tend to the needs of users inside the office and outside. LogMeIn Rescue seamlessly allows me to take over my user’s computers and address their needs wherever I happen to be. Quite frankly, it is the most important software I use. Not only can I control the user’s computer remotely, but the Rescue console also allows me to peek inside the file directory. This allows me to move and transfer files directly between our two computers.” – Bryan on Capterra
Some key features of Rescue
- Restrict what agents see and do during a co-browsing session with data masking and admin controls.
- Record co-browsing sessions for training and quality assurance.
- Customize the look and feel of the software to match your brand identity.
- Free trial available
- Paid plans start from: $108.25 per month
The last cobrowsing app on our list is Coview. The platform is tailor-made for customer interaction and engagement, providing you with powerful cobrowsing and screen sharing features.
Using Coview, customers can send a screenshot of the entire page and highlight the issue they are facing. They can also record their problems and send the video recording to the agent for faster resolution.
On the other hand, service agents can highlight anything on the customer’s window and add comments.
They can also request a cobrowsing session with the customer, without having them download any software.
A great feature we loved during our testing was how Coview could detect and showcase any problems the customer might be having during a co-browsing session. This includes any errors, caching problems, slow performance, and more.
What customers say about Coview
No reviews found.
Some key features of Coview
- Take screenshots, highlight areas, and add comments to any webpage.
- Automatically check for any problem in your customer’s browse
- Records cobrowsing sessions at a code level – not just a flat video recording of the screen.
- Free plan with limited features
- Paid plans start from: Starter ($35 per user per month), Business ($65 per user per month), Enterprise (contact sales).
10. Teamviewer Engage
Engage is a next-gen digital engagement platform by the legacy software maker, Teamviewer.
Teamviewer has been a pioneer of the remote desktop access movement since 2005, and Teamviewer Engage is its answer to various co-browsing software available on the market today.
Engage is built with Enterprise in mind, providing security features like SSO (single sign-on) integration and cloud or on-premises deployment options.
Engage’s cobrowsing allow agents and customer to be on the same page, empowering agents to draw, guide, scroll, point, click, and take control of the customers’ screen.
Along with co-browsing functionalities, Engage provides features like chatbots, video calls, live chats, appointment scheduling, and E-signature.
What customers say about Teamviewer Engage
“Co-browsing is a key instrument in our new hybrid world. By guiding our customers, be it through the app or the web, we create an “aha” moment with the customer which increases customer satisfaction and improves our service in the long run. Thus, we unite both worlds. Every customer service department should have Co-Browsing in its portfolio.” -Head of Operations, German Insurance Company
Some key features of Engage
- Annotate, draw, click, highlight, and take control of the customer’s screen during a co-browsing session.
- Ask for customer feedback via a customizable form after a cobrowsing session.
- Automatically hide sensitive customer info from the agents using data masking.
- Free trial available
- Paid plans start from: Lite ($30 per month), Pro ($60 per month), Enterprise (contact sales).
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So there you have it, folks! This was our list of some of the best cobrowsing software out there.
You cannot go wrong with any of the cobrowsing tools mentioned on this list, as all of them are incredible at what they offer.
It all boils down to your business needs and personal preference. Here’s hoping you find a suitable co-browsing software for your team!
Did we miss out on your favourite cobrowsing sites or software? Do let us know by commenting down below!
If you want us to feature your tool on our list of co-browsing software tools, email us at firstname.lastname@example.org.