Fullview is loved by customer support teams across the globe
What is co-browsing?
Collaborative Online Interaction
Cobrowsing (also known as collaborative browsing, co-browsing, or co browsing), is an innovative technology that allows two or more individuals to collaborate online by simultaneously viewing and interacting with the same webpage, browser tab, or app during a video call or online session. It's utilized for collaborative work, remote troubleshooting, and interactive customer support.
Beyond screen sharing
Unlike traditional screen sharing, where one participant shares their screen for others to passively observe, cobrowsing enables all participants to actively engage with the content. Users can navigate through web pages, click on links, and interact with various elements on the shared screen, fostering a highly collaborative and interactive online experience.
Fullview are experts in the cobrowsing field
With years of experience and happy clients.
How does co-browsing software work?
Most modern cobrowsing technology is based on either WebRTC or rrWeb. These technologies were created to allow for seamless peer-to-peer communication over the internet and require no downloads or plugins. Cobrowsing typically follows these steps:
What does a cobrowsing solution look like?
Agents and customers have ...
- Independent cursor
- Annotation tools
- Audio and video controls
- Chat box
Both users and agents will enjoy a seamless cobrowsing experience and faster issue resolution without the need for any downloads with Fullview Cobrowse.
In addition, agents can see ...
- Console errors & warnings
- User steps
- Network, device & browser info
In addition, agents can see exactly what users do in their app while on a cobrowsing call to troubleshoot easily and quickly.
Video guide to collaborative browsing
Curious how collaborative browsing works? Click through the tabs below to see exactly what you can do on a Fullview cobrowse call.
What can you do during a web cobrowsing call?
From drawing and highlighting on screen to taking screen control, here is what you can do during a collaborative browsing call.
Screen control and screen sharing
Use annotation tools to highlight or draw on screen
Click buttons and navigate
Fill fields and submit forms together
Screen share on 3rd party content and websites
Why choose Fullview's cobrowsing tool?
Offer top-notch cobrowsing directly from your app with one-click initiation to enhance remote support and solve customer issues more efficiently.
Instant
No links or codes. Cobrowse with
users directly within your product
and see your customer's screen instantly.
Privacy
You choose what to see and
what to hide with customizable data
masking options.
Console
See console events and user journeys
during live calls to troubleshoot
effortlessly.
Provide a customized experience
Cobrowse, screen share and interact with your users' screens for real-time collaboration and problem-solving.
"Wow" your customers
Improve CX, CSAT and customer journey
Screen control when needed
Get instant context with console logs and replays
Record user sessions and see user activity before and after a call — including user steps, page visits, device, network information, errors, and events.
See device, network and system information
Filter by errors, warnings, and events
Available both inside and outside of calls
Stay compliant
Fullview protects sensitive customer data with data masking and strong encryption standards. Fullview is 100% GDPR compliant.
Customizable censoring of sensitive information
Fully GDPR compliant
All data stored in the EU or US depending on your needs.
Book a demo
Get a 1-on-1 demonstration of Fullview to see how it can help you support customers at the most critical CX moments.
Integrate with the tools
you already use
Cobrowse and replay user activity
right from your helpdesk and ticketing software
Intercom
Full context on customer issues, directly in your Intercom dashboard.
Zendesk
Replay user sessions and start in-app calls from Zendesk.
Salesforce
See what your customers see, directly in your Service Cloud dashboard.
Features
Co-Browsing Software BenefitsÂ
Improve efficiency & decrease costs
Reduce all the unnecessary back-and-forth with users, do more with fewer support agents, and get to resolution faster.
Increase customer satisfaction and loyalty
Reduce user frustration or avoid it altogether by solving challenging issues for them with remote screen control. Create personalized experiences at scale to improve retention.
‍
Improve FCR and AHT
Cobrowsing makes it easy to solve customer support issues in a single browsing session, so your first contact resolution rate and average handle times are about to get a major boost.
Key Uses of Cobrowsing Technology
From customer support to product development to remote collaboration, cobrowsing can be used to do any number of things. Fill out forms, solve complex technical support requests, create presentations together, process claims, change account settings and more with the best way to collaborate online.
Co-Browsing Examples
SaaS
Financial servicesÂ
InsuranceÂ
Government agenciesÂ
Hospitality and travelÂ
Call centers
Why Use Cobrowsing Software?
Cobrowsing is used by call centers, SaaS companies, financial services, government agencies, insurance companies and more for the following reasons.
Most common questions
What is Fullview Cobrowsing Software?Â
Fullview Cobrowsing lets customer support agents initiate in-app calls with users who are online. Once the user accepts, the agent can request screen control to solve customer issues that are hard to resolve over chat, the phone, or email. Fullview Cobrowsing includes video and audio conferencing, annotation tools, and an in-call chat feature. Console information (like user steps, errors, warnings, frustration signals, device, network information, and page visits) is visible to the agent in a side panel during the call so they can see exactly what is happening on the user’s side for easier troubleshooting.
How to implement Fullview Cobrowsing?Â
In order to implement Fullview Cobrowsing, you will have to add our script to your web app (by copy-pasting a few lines of code) and do a simple API implementation to pull your users into your Fullview dashboard. Once you have done that, you will be able to see whether your users are offline, idle, or online, start a cobrowsing call with them, and view any recordings of user sessions in your app. Installing Fullview takes no more than 10 minutes and can also be done using tools like Google Tag Manager to make it even easier.Â
Is Cobrowsing safe?Â
Fullview Cobrowsing is completely safe and GDPR compliant. All our data is stored on EU or US servers depending on your needs. Sensitive data is automatically blurred out during calls, and we give you additional options to customize what customer data you want to capture and what you want to censor during a cobrowsing call. Fullview complies with SOC 1-3, PCI DSS, ISO 27001, and is HIPAA-BAA eligible. Learn more about how Fullview keeps your data safe on our security page.
How much does Fullview Cobrowsing cost?Â
Fullview has both free and paid versions of cobrowsing plans. The free version includes 4 cobrowsing calls per seat per month. Our pro plan starts at $49 per seat per month and includes access to unlimited cobrowsing calls and unlimited integrations. You can add unlimited team members to your organization on both plans. For enterprise companies, please get in touch with us for custom pricing and discounts. Find more information on our pricing page.Â
What is the difference between cobrowsing and screen sharing?
Cobrowsing and screen sharing both facilitate collaboration during online interactions. Cobrowsing allows users to jointly navigate web content with shared control, annotation, and privacy features. In contrast, screen sharing involves one-way streaming of a user's screen content without collaborative control.
What makes cobrowser essential for customer support?
Cobrowser is particularly beneficial for handling level 2 and 3 support tickets that are complex to resolve via chat. It enhances the support process by providing real-time collaboration, making it a valuable addition to a multi-channel support strategy. Cobrowser significantly reduces customer frustration by speeding up time-to-resolution. Agents can troubleshoot problems faster by taking control of a user's screen, especially for non-tech-savvy users who may find following instructions challenging.
How does cobrowsing websites improve customer engagement?
Cobrowsing increases customer engagement by offering a seamless support experience within the application, eliminating the need for users to leave the platform or download additional tools. This results in higher response rates and more efficient issue resolution.
How to cobrowse with co-browsing API?
Fullview's cross-platform cobrowsing capability allows you to cobrowse on any browser or device by simply signing up and installing the Fullview co-browsing API, which involves copy-pasting a few lines of code—a process that typically takes about 15 minutes. Once installed, all your users are automatically integrated into your Fullview dashboard, where you can easily look up a user to contact through the search function. To initiate a cobrowse session, press 'Cobrowse'; the user will then see a popup request in an open tab of your product, asking if they wish to accept the call. By clicking 'Accept,' they can start the cobrowse session. During the session, each participant has their own cursor for pointing, highlighting, and drawing on the screen, enhancing remote collaboration and support. You can also chat with users during a session to share links or offer further help, making the process efficient and user-friendly.
See Fullview in action
We will show you how cobrowsing and sessions replays
can help your support and product team.
We'll discuss your use case
and any requirements you might have.
If interested, you'll have the chance to set up
a free trial account for your team.
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