In a landscape teeming with cobrowsing vendors, selecting the optimal solution for your company can be daunting. But we've got you covered! Delve into all the details of leading cobrowsing applications, including their features, benefits, and limitations. From budget-conscious options to comprehensive platforms, we've curated a spectrum to match various needs.
We've covered cobrowsing before, so we won't go into details here. But you can check our our detailed explainer on what cobrowsing is if you need more information.
How to choose the right cobrowsing software
How to choose the right co-browsing software
With more cobrowsing software vendors on the market than ever before, how do you choose the best one for your company?
When evaluating which co-browsing solution is right for you, here are a few things to consider:
- What's your use case? Before choosing a cobrowse solution, you need to ask yourself what you're trying to achieve. Are you looking to speed up ticket resolution times with an easy way to control a customer's screen? Are you looking for a way to create more interactive sales demos? The answers to these questions will point you in the right direction.
- What's your budget? You'll need to determine what you want to pay for your cobrowsing software. Co-browsing software comes in a range of price points to fit every budget, from free tiers for small businesses to custom enterprise options.
- What do the reviews say? It's important to do your research before choosing your cobrowser, so look at software review websites to see what other users have to say about that particular solution.
- What does their customer support look like? Is the cobrowsing vendor you're considering known for great customer support? Are they responsive to customer inquiries and helpful when users have reached out with an issue? User reviews are a great resource when you need to answer this question.
- How intuitive is the product? One of the most crucial things is choosing a product with an intuitive interface and good UI/UX.
- Does the product work with your existing tech stack? Carefully consider what integrations the product offers to evaluate if it can fit in seamlessly with existing workflows and processes. For example, Fullview offers integrations with customer support software because it is a cobrowse software primarily meant for customer support teams.
7 best cobrowsing software in 2024
We've evaluated some of the most well-known cobrowsing solutions on the market to bring you a list of the top ones. We've broken things down by features, pros, cons, pricing, and customer reviews to give you a comprehensive overview of the cobrowsing landscape.
The best cobrowsing tools on the market in 2024 are:
- Fullview
- Upscope
- Cobrowse
- Cohere
- Surfly
- Glia
- Crisp Chat
Fullview: An end-to-end solution for support and product teams
Fullview is a comprehensive cobrowsing software designed to enhance customer support and technical support. It facilitate seamless collaboration between support agents and customers.
With Fullview, customer support agents can initiate zero-download embedded cobrowsing calls directly in their digital property in just a few clicks and gain access to a customer's screen. There are zero downloads, links, or confusing codes involved. Your customer will receive the call request in an open tab of their product. They can click 'accept' to initiate the cobrowsing session or decline it. From here, the customer support agent can solve customer support issues faster with live on-screen assistance, screen control, joint navigation, and screen sharing. This improves both customer interaction and customer engagement, while reducing frustration and exceeding customer expectations.
Fullview includes annotation tools, audio, video, and text chat, and an in-call side panel with console information (including device info, user steps, errors, and warnings) to make troubleshooting much easier.
Fullview is fully GDPR compliant and gives companies the option to store their data on US or EU servers. Sensitive customer data is automatically redacted during cobrowsing calls, with additional data masking options so you can choose what customer data to record and what not to.
Fullview offers both free and premium plans, catering to a wide range of budgets and making it a cost-effective choice for organizations seeking to improve their customer support capabilities.
Features
- Cobrowsing: Embedded browser-based cobrowsing that supports both logged-in and anonymous users without the need for downloads, links, codes, or special access.
- Session replays and console information: Insights into user journeys, network issues, and device information for comprehensive support and debugging.
- In-call communication: Options for audio, video, and text chat during cobrowsing sessions, enhanced with annotation tools for interactive support.
Pros
- Fullview's zero-download cobrowsing calls can be initiated in a few clicks.
- Comprehensive GDPR compliance and data privacy measures.
- Integrations with various platforms like Intercom, Zendesk, and Salesforce so customer support agents can initiate cobrowsing calls directly from a customer support ticket on the support platform they already use.
- Fullview can be used for customer support, technical support, user onboarding and more. It can be used by contact centers, banks, insurance agencies, and other industries to improve customer satisfaction scores while reducing AHT (average handle time).
Pricing
Fullview offers a free plan which includes 4 cobrowsing calls/seat/month. It also offers pro and enterprise plans with custom pricing.
User reviews
Fullview has earned a rating of 4.7 out of 5 stars on G2. Many users appreciate the convenience of zero-download screen control, managing to cut resolution time by over 30%. Additionally, the swift response of the customer support team has garnered high praise from customers.
Upscope: Great for sales
Upscope is an interactive cobrowsing solution that can help sales teams improve product demos. With Upscope, sales reps can get access to a prospect's screen in a few clicks and use multi-cursor screen control, annotation tools, and more to make sales demos more engaging.
Pros
- Cobrowsing solution for sales teams
- Reporting and audit tools
- Personal Upscope call link
Cons
- No free plan
- Slightly on the expensive side
Pricing
Upscope's plans start at $30/month and include advanced user management, live chat support, cobrowsing on third-party websites, and more. It also offers enterprise plans with access to its REST API and custom discounts. There is a 14-day free trial on paid plans.
User reviews
Upscope has a 4.7-star rating on G2. Customers love the integration of Upscope with Intercom. However, some customers have expressed concern over certain aspects of the integration, such as team permissions being hard to set up.
Cobrowse.io: Great single-purpose cobrower for small teams
Cobrowse.io is a straightforward cobrowsing solution ideal for small teams, enabling screen sharing without complex setups or the need for plugins. It simplifies remote screen control and supports mobile cobrowsing. However, it has a more limited feature set compared to more comprehensive tools.
Pros
- Simple, effective cobrowsing for small teams.
- Mobile support and self-hosting capabilities.
Cons
- Limited features.
- Considered costly with a complicated setup process by some users.
Pricing
Cobrowse.io's pricing starts at $18 per month per agent for web access, with an enterprise option beginning at $9500 annually plus license costs. This structure aims to accommodate both small teams and larger enterprises.
User reviews
With a 5-star rating on G2, Cobrowse.io is praised for its ease of use and customization options, though noted for its expense and setup complexity by a small number of reviewers.
Cohere: Best for automation (recently acquired by Ramp)
Cohere offers a cobrowsing solution complemented by AI-powered automation tools and analytics to streamline customer support. It simplifies the initiation of cobrowsing sessions, allowing support to commence with just one click, and enhancing user guidance via phone or chat. Beyond cobrowsing, Cohere's AI tools automate tasks during customer interactions, targeting companies aiming to streamline customer service workflows rather than prioritizing highly personalized support experiences.
Pros
- AI automation for efficient support interactions.
Cons
- Lacks user session replays.
- Pricing information is not transparent.
Pricing
Cohere does not publicly list its pricing details, indicating a need for potential customers to inquire directly for cost information.
User reviews
Cohere boasts a 4.8-star rating on G2, with praise for its efficiency in supporting customers. Criticism includes internal disorganization and its relatively high cost compared to competitors.
In essence, Cohere is suited for businesses looking to enhance customer support with AI automation, offering straightforward cobrowsing with the caveat of opaque pricing and missing features like session replays.
Related Reading
Surfly: Best for e-signing and documentation
Surfly offers a cobrowsing platform with added features like e-signing, designed for seamless document review and finalization within cobrowsing sessions. It stands out for its easy-to-use approach, requiring no changes to existing tech stacks, allowing immediate use upon signup. Users can start a cobrowsing session through a simple shared URL, enhancing the flexibility and accessibility of the tool.
Pros
- Enables e-signing within cobrowsing sessions.
- No need for implementation; use immediately with a unique link.
Cons
- Lacks transparent pricing and automatic session replays.
- Provides limited console information.
Pricing
Surfly has recently removed transparent pricing details from their website, indicating potential users need to contact them directly for pricing information.
User reviews
Surfly has a 4.8-star rating on G2. Customers have noted that they are thoroughly impressed with the level of assistance Surfly provides and the the ease of integration. However, some users noted that "since it's a web-based session management platform, slight connectivity issues can impose significant session timeout" and that the "user interface is not very friendly."
Glia: Best for credit unions and small business banking
Glia is a cobrowsing solution especially suited to video banking. As more and more banking interactions move online, it is imperative for banks and other financial institutions to think of better ways in which to collaborate with clients virtually. Cobrowsing can provide context, clarity and meaningful experiences when implemented as one part of a bank’s larger digital banking strategy, which is what Glia helps with.
Pros
- Best for credit unions and small business banking.
Cons
- No session replays
- No console logs
- No transparent pricing plans
Pricing
Glia doesn't have a standardized set of tiers for users to purchase, but it offers a live demo that can be accessed by contacting the company.
User reviews
Glia has a 4.8-star rating on G2. Customers have noted that "Glia has been very user-friendly for our team." and that "logging in and being able to quickly connect with our members daily over chat has helped enhance the member experience." However, customers have deducted points from the platform because "the ability to see, from a technical perspective, the quality of our calls is not available" and "there is a lack of communication on the status of feature integrations."
Crisp: Best for multichannel support
Crisp is a customer communication platform that provides a range of features for marketing, sales, and customer service reps. It is designed to help businesses engage with customers efficiently. Cobrowsing with Crisp does not require you to install or download the software. Agents can start a cobrowsing session with the customer in real-time, providing assistance as needed.
Pros
- Easy-to-use
- No software downloads or installation required
- Real-time assistance for customers
Cons
- Lack of project management activities
- Difficulty triggering the chat box for specific user behaviors
Pricing
Crisp offers a forever-free plan with limited capabilities. Pricing for Crisp varies depending on the plan you choose but starts at $25/month per workspace.
User reviews
Crisp has a 4.6 rating on G2. Customers have raved that the product is clean, easy to use, and has all the necessary functionalities for support tickets. However, users have noted that "managing contacts could be better and with more features".
Wrapping things up
Cobrowsing is a great way to increase sales, provide customer support and improve user engagement by providing real-time help to your customers.
The best part is that there are many cobrowsing apps to choose from. We've outlined the main features, pricing plans, and what sets each app apart so you can make an informed decision about which one is right for your business.
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