Cobrowse and watch session replays directly in Salesforce 🙌 Read about our latest integration
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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.
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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.
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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.
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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.
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Stay in sync
Fullview's cobrowsing platform ensures everyone sees the same web page or app interface in real-time, guaranteeing a synchronized experience.
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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.
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Enhanced features
Enjoy additional features like live chat, annotation tools, and screen highlighting with Fullview's cobrowse solution.
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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.
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Browse a website or web app together in real-time
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See what the other person is seeing
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Control an independent cursor
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Use annotation tools to highlight or draw on screen
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Screen control, click buttons, and navigate
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Fill fields and submit forms together
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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.
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Privacy
You choose what to see and what to hide.
Console
See events and user journeys during live calls.
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Provide a customized experience.
Cobrowse with your users, draw on their screen, click on links and forms, and collaborate in real-time.
"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.
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
No link sharing
No link sharing
Access to console logs
Synced to customer-base
Synced to customer-base
Customizable privacy settings
Start call from support software via integration
Option to record calls
Option to record calls
Supports mobile apps
Other cobrowsing solutions
Some providers
Some providers
Some providers
Some providers
Often storing data outside of the E.U.
Some providers
Remote desktop solutions
Some providers
Some providers
Hear from our customers
Learn how Fullview has helped leading customer support teams increase customer satisfaction, lower average resolution 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.
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
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.
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.
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.
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!
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.
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.
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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.
One-click cobrowsing
Unlike other cobrowsing tools, Fullview can be initiated with just 1 click to see your customers' screens. No downloads, links, or codes are needed.
Remote screen control
Hands-on support at a distance. Once you’re on a cobrowsing call with a user, you can request screen control, and use an independent cursor and annotation tools to interact with your user’s screen.
Full context for troubleshooting
No need to ask users to explain issues. See all relevant console information — including customer steps, console logs, errors, page visits, rage clicks, device info, and more — in a side panel during a cobrowse call.
Session replays
Automatically record all user activity in your app to playback issues when customers request support and see what actions they took leading up to their support requests. Lightweight and privacy-friendly.
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
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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.
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Improve efficiency & decrease costs
Reduce all the unnecessary back-and-forth with users, do more with fewer support agents, and get to resolution faster.
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Increase customer satisfaction
Reduce user frustration or avoid it altogether by solving challenging issues for them with remote screen control.
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Influence customer loyalty
Create personalized support experiences at scale and build relationships with your customers to increase loyalty and retention.
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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:
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.
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Key uses of cobrowsing
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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.
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.
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.
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.
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.
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.
Industries that use cobrowsing
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SaaS
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Financial services
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Insurance
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Government agencies
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Hospitality and travel
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Call centers
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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.
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.
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.
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.
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.
Application Security
Our SSL connection encryption maintains an A+ grade from Amazon Web Services.
Backup procedure
For backup purposes Amazon has a dedicated service called AWS Backup. See more info here.
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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
Screen Share
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
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Reduce customer effort
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Boost customer loyalty
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Increase online conversions
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Reduce average handle time
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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.
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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