What is Cobrowsing
and how does it work?

Elevate Your Customer Experience with This Game-Changing Technology

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Loved by customer support teams across the globe

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What is Cobrowsing?

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.

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.

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Learn more about Cobrowsing

from our CX Manager,Emma Bakh

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Browser-based, no downloads

Cobrowse seamlessly on all major browsers, including Chrome, Safari, and Firefox.

Easy setup

Enable cobrowsing directly within your app with just a few lines of code. Guide users live in your websites, web app, or other digital properties.

Initiate sessions effortlessly

Unlike other tools, Fullview's cobrowsing can be initiated by support agents with just one click. No confusing meeting codes or links to slow you down or confuse customers.

Join with a click

Participants easily join the co-browsing session by clicking the provided URL or 'Accept Call' pop-up in your web app, making it a breeze to get everyone on the same page.

Stay in sync

Fullview's cobrowsing platform ensures everyone sees the same web page or app interface in real-time, guaranteeing a synchronized experience.

Interactive collaboration

Collaborate effectively by taking turns navigating and interacting with web content, with changes instantly reflected on all participants' screens.

Audio and video chat

Fullview is one of the few cobrowsing tools that offers optional audio and video chat during cobrowsing sessions.

Enhanced features

Enjoy additional features like live chat, annotation tools, and screen highlighting with Fullview's cobrowse solution.

Seamless closure

When the co-browsing session is complete, easily terminate the connection, allowing users to continue browsing independently.

What can you do during a cobrowsing call?

Cobrowsing, or collaborative browsing, enables two or more users to interact with the same web content or screen simultaneously during a video call or online session.

Browse a website or web app together in real-time

See what the other person is seeing

Control an independent cursor

Use annotation tools to highlight or draw on screen

Screen control, click buttons, and navigate 

Fill fields and submit forms together

Screen share on 3rd party content and websites

Why choose Fullview cobrowsing?

Experience best-in-class cobrowsing that you can initiate straight from your app with one click. Provide remote assistance to your users, take control of their screens, and solve tricky customer support issues in half the time.

Instant

No links. Cobrowse with users directly within your product.

Privacy

You choose what to see and what to hide.

Console

See events and user journeys during live calls.

Provide a customized experience.

Cobrowse with your users, draw on their screen, click on links and forms, and collaborate in real-time.

Request Access
  • "Wow" your customers

  • Faster problem solving

  • 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

GDPR compliant.
Privacy focused.

Only see what you need to see.
Sensitive information is automatically censored, and you have full control over your privacy settings.

Request Access
  • Customizable censoring of sensitive information

  • Fully GDPR compliant

  • All data stored in the EU or US depending on your needs.

Integrate with the tools you already use

Cobrowse and replay user activity right from your helpdesk and ticketing software

Cobrowse vendor comparison

See how Fullview stacks up against other remote access and cobrowsing solutions like TeamViewer, AnyViewer, Glia, Cobrowse.io, Glance and more.

No downloads

No link sharing

Limited to own app

Access to console logs

Synced to customer-base

Session replays

Customizable privacy settings

Start call from support software via integration

Option to record calls

GDPR compliance

Supports mobile apps

Fullview

No downloads

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No link sharing

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No link sharing

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Access to console logs

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Synced to customer-base

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Synced to customer-base

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Customizable privacy settings

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Start call from support software via integration

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Option to record calls

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Option to record calls

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Supports mobile apps

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Other cobrowsing solutions

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Some providers

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Some providers

Some providers

Some providers

Often storing data outside of the E.U.

Some providers

Remote desktop solutions

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Some providers

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Hear from our customers

Learn how Fullview has helped leading customer support teams increase customer satisfaction, lower average handle time, and effectively address user needs.

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The responsive Fullview team, coupled with a smooth implementation process and native integration with Personio's ticketing system, has resulted in faster issue resolution and increased overall customer satisfaction.

Marco Ricciardi
Senior Program Manager, Personio

The great thing about using Fullview is that we're able to resolve our customer issues in record time. And we're achieving that, while asking fewer questions in the process

Adam Castleton
CEO at Startle

The last thing that users want to do is recount what they've done to get to where they are if they're having an issue. So the replays and cobrowsing are a huge feature for us. We've seen Intercom threads be resolved about 30% quicker since installing Fullview.

Greg Leizerowicz
CTO and Co-Founder

For support agents, being able to watch a session replay without the pressure of a customer on the phone asking “can you fix it?” is great. And on the development side, not being able to reproduce a bug is no longer a blocker, because we’ve got video evidence that it did happen.

Lee Oldham
Platform Support Manager, Autoprotect Group

Fullview has absolutely become one of our go-to tools when we need to figure out what happened on the customer's side. Understanding what happened and trying to recreate bugs used be challenging. But with Fullview Session Replays, we can just go watch the relevant replay to spot what happened.

Emil Petersen
CEO and Co-Founder, Subit

Fullview has been super helpful for us to get a precise understanding of what our customers feel frustrated with the most, and build up empathy into how customers use our product versus how we think they use it. It definitely compliments and powers up the product analytics data we get from other tools like Mixpanel – powerful combo!

Tarek Khalil
CTO and Co-founder, Rasayel
Daniel Ruskim

Fullview gives us unparalleled insight into how real customers are using our product in their day-to-day lives. It's the single highest ROI discovery tool we use at Checkr Pay.

Daniel Ruskin
Product and Engineering Lead, Checkr, Inc.
Chloe Gloger

We approached Fullview to enhance troubleshooting and QA. Beyond those gains, which were realized immediately, the real value lies in swiftly testing customer behavior during new feature launches. We recently had such a launch, and I identified a problem, but I couldn’t get the full picture from the other tools we used. I checked Fullview Replays and was able to identify the root cause and have the UX fixed within the same week.

Chloe Gloger
Product Manager, Tabit

Video guide to cobrowsing

Click through the tabs below to see exactly what you can do on a Fullview cobrowsing call — from initiating an in-app call to remotely controlling someone’s screen to viewing console logs for easier troubleshooting, cobrowsing makes the support process faster, easier, and more collaborative. 

What does cobrowsing look like?

Agents and customers have ...

  • Independent cursor
  • Annotation tools
  • Audio and video controls
  • Chat box

Both your users will enjoy a seamless cobrowsing experience and faster issue resolution without the need for any downloads.

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In addition, agents can see ...

  • Console errors & warnings
  • User steps
  • Network, device & browser info

See exactly what your user does in your app and take control of their screen in one click to troubleshoot effortlessly and solve problems quickly

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Features

Cobrowsing benefits 

100% compliance

All our data is stored on EU or US servers, depending on your needs. Sensitive data is automatically blurred out with customizable controls for additional security.

Browser-based

Enable cobrowsing directly within your app with just a few lines of code, eliminating the hassle of sending Zoom links or scheduling meetings.

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

Reduce user frustration or avoid it altogether by solving challenging issues for them with remote screen control.

Influence customer loyalty

Create personalized support experiences at scale and build relationships with your customers to increase loyalty and retention.

Improve FCR rates

Because cobrowsing makes it easy to solve customer support issues in a single browsing session with your user, your first contact resolution rate is about to get a major boost.

How does cobrowsing 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:

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Establish a connection

To cobrowse, you'll need to use a software or platform that supports that functionality. With Fullview, companies can install a few lines of code in their software to enable cobrowsing directly within their app. Support agents can then look up specific customers and initiate a cobrowsing call with any who are currently online directly from within their app, which eliminates the need to send Zoom links or schedule meetings.

Initiate sessions effortlessly

Start cobrowsing sessions by sharing a unique session ID or URL, or, in the case of Fullview, implement our cobrowsing API to start cobrowsing sessions directly from your web app. Once the Fullview cobrowse API has been implemented, all your users will be pulled into your Fullview dashboard, from where you’ll be able to see which ones are live, idle and offline.

Join the session

Once the other participants have received the URL or session ID, they can click through to join the call. In the case of using Fullview for cobrowsing, the customer you initiate a call with will see an 'Accept Call' pop up in your web app and can click 'Accept' to start the cobrowsing call. There are zero-downloads involved for the end-user.

Synchronizing browsing on the web page or app

Once all participants are connected, the cobrowsing platform will synchronize their browsers. This ensures that everyone sees the same web page or application interface simultaneously.

Navigation and interaction

Participants can then take turns navigating the web page or application. When one user interacts with the content—such as scrolling, clicking links, filling out forms, or submitting data—the changes are replicated and instantly displayed on the screens of all participants.

Collaboration features

Cobrowsing platforms often include additional collaboration features to enhance the experience. These may include live chat, audio or video communication, annotation tools, or the ability to highlight specific elements on the screen. Fullview's cobrowsing has all these features.

Session termination

Once the cobrowsing session is complete, participants can choose to end the session. The platform terminates the connection, and users can continue browsing independently.

Key uses of cobrowsing

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.

Customer support

Diagnose issues faster, see exactly what your users are seeing and offer personalized customer support — all without leaving your app. Cobrowsing can help you solve complex technical support tickets without any back-and-forth over email or chat.

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Product development

With cobrowsing, you can demo new features to your customers to get feedback instantly! You can show them how to use new functionalities while observing points of friction.

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Customer success

If you have new features or products launching, and you want to show your existing customers how they can leverage them, cobrowsing is the perfect solution to have them see the product firsthand. You can take them on a tour of the new features and show them how the product works and how it can benefit them.

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Team collaboration

Hybrid team? No problem! Cobrowsing can make it much easier and more convenient for teams to collaborate on projects such as presentations, data analysis, brainstorming, and more.

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Sales experience

When it comes to complex sales processes such as finance or insurance, cobrowsing can be used to help customers understand what they're signing up for. You can use co-browsing to show them exactly what they're buying and help them fill out any paperwork or applications.

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Customer onboarding

With cobrowsing, you can make sure your newly landed customers are off to a great start and seeing immediate value from your product. You can take them on a tour of your product, show them how to use it, and answer any questions they may have.

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Consultations

Cobrowsing is particularly useful for businesses that offer consulting services as it can help to build trust and credibility with potential clients. By cobrowsing with them, you can help them understand difficult information or help them complete complex forms or processes.

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Online banking and wealth management

Transform the in-branch customer experience for a digital world by aligning advisors and clients with shared viewing and live on-screen interaction.

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Insurance

With cobrowsing, insurance agents have the tools to demonstrate each plan on offer, as well as guide users through the difficult business of signing up for them. It can also help ease friction during the claims process.

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Online hospitality and travel

Helping customers through the process of choosing the right travel packages, booking airplane tickets and making hotel reservations would be a lot simpler if you could just point and click. With cobrowsing, you can do just that.

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Industries that use cobrowsing

SaaS

Financial services 

Insurance 

Government agencies 

Hospitality and travel 

Call centers

Is cobrowsing safe?

Unlike remote access, which is vulnerable to scams, cobrowsing is a safe alternative because it gives access only within a specific application or browser window, rather than a user’s entire system.

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Limited access

During a cobrowsing session, you only have access within a specific application or browser window. Unlike remote access, cobrowsing does not allow you to control a user’s entire system, which makes it much safer and less prone to scams. The user must also grant you permission to cobrowse. With Fullview, if a user does not want to start a cobrowsing session, they can simply decline the incoming call.

Passport protected

Some stand-alone cobrowsing solutions require that users input a unique code or one-time pin before a cobrowsing session is initiated. With Fullview, this is unnecessary as support agents can directly initiate cobrowsing calls with users live in their product after implementing our cobrowsing api.

Fully encrypted

Cobrowsing solutions like Fullview employ the highest standards of encryption to ensure that your data remains safe. Our SSL connection encryption maintains an A+ grade from Amazon Web Services. All user data is stored using Amazon Cognito, which is encrypted at rest in accordance with industry standards. Amazon Cognito is compliant with SOC 1-3, PCI DSS, ISO 27001, and is HIPAA-BAA eligible.

GDPR compliant

Some cobrowsing solutions, like Fullview, are fully GDPR compliant. All our data is stored on EU servers located in Germany. We give our customers the option to store their data on either EU or US servers, depending on their needs.

Data masking

Fullview gives you full control over the data you want to capture during a cobrowsing call with your users. GDPR-sensitive data, such as credit card numbers and addresses, is not captured by default, but we give you granularity and customization options so you can ensure you remain compliant while offering exceptional customer experiences.

No downloads

Since Fullview is a completely cloud-based platform, all it requires is a simple installation by copying a few lines of code into your app to begin working. There are absolutely no downloads involved for you or your end users, which means no one’s going to be infected with a computer virus or other malware.

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Enterprise Grade Infrastructure

All of Fullview’s data is securely stored with Amazon Web Services which is fully automated and monitored by continuous functional tests to detect any sort of downtime.

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GDPR compliant

We’re GDPR compliant and offer a data processing agreement (DPA) for our European customers. All data is stored in AWS Europe (Frankfurt) eu-central-1 datacenter.

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User & Passwords Policies

All user data is stored using Amazon Cognito. Amazon Cognito provides authentication, authorization, and user management for web and mobile apps. Data within Amazon Cognito is encrypted at rest in accordance with industry standards. Amazon Cognito is compliant with SOC 1-3, PCI DSS, ISO 27001, and is HIPAA-BAA eligible.

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Application Security

Our SSL connection encryption maintains an A+ grade from Amazon Web Services.

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Backup procedure

For backup purposes Amazon has a dedicated service called AWS Backup. See more info here.

Cobrowsing vs Screen Sharing

Cobrowsing is real-time shared web browsing, often for collaboration, remote assistance and more, while screen sharing shares a user's entire desktop or specific apps. Cobrowsing is safer, more collaborative and more interactive than screen sharing.

Features

Video call

Chat

Share screen

Share entire desktop

Browse at the same time

Both parties can click on elements

Both parties can submit forms

Draw on user’s screen

Automatically hide sensitive data

Lightweight

Cobrowsing

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Screen Share

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Why use cobrowsing?

Cobrowsing is used by call centers, SaaS companies, financial services, government agencies, insurance companies and more for the following reasons.

Improve CSAT

Reduce customer effort

Boost customer loyalty

Increase online conversions

Reduce average handle time

Exceed customer expectations

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How to cobrowse

Fullview’s cross-platform cobrowsing capability means you can cobrowse on any browser or device.

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Implement the API

Sign up and install the Fullview cobrowsing API by copy pasting a few lines of code (typically a 15-minute process).

Log in to your dashboard

Once you've installed Fullview, all you users will be pulled into your Fullview dashboard.

User lookup

Look up the user you want to contact using the search function.

Initiate cobrowse session

Press ‘Cobrowse'

Accept the call

The user sees a popup request asking if they want to accept the call. They can click ‘Accept’ if they want to begin the cobrowse session.

Get down to business

Once on a call, each person on the call will have their own independent mouse cursor. You can point to sections, highlight stuff and even draw on the screen to make remote collaboration and support so much faster and easier. You can even chat with a user while on a cobrowsing call in case you need to send links, for example.

Most common questions

What is Fullview Cobrowsing? 

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? 

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. 

Is Fullview Cobrowsing safe? 

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? 

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. 

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 cobrowsing essential for customer support?

Cobrowsing 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. Cobrowsing 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 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.

Book a demo

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.

Loved by customer support teams across the globe.

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Connective
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Personio
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Mews
Connective
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Personio
Delogue
Tabit
CheckrPay
Autoprotect
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Mews
Connective
Flock Safety
Personio
Delogue
Tabit
CheckrPay
Autoprotect
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Mews
Connective
Flock Safety
Personio
Delogue
Tabit
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Autoprotect
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