What is Co-browsing?

Co-browsing is a customer support technique in which customers give associates access to view and navigate websites on the customers’ screen in real time. Also known as collaborative browsing, this technique lets customers and associates work together to solve problems quickly.

There are many benefits to co-browsing, especially when it comes to providing technical support. It lets associates streamline their interactions with customers, eliminating confusion and making interactions more productive. This reduces associate attrition and boosts eSAT, eNPS, and other metrics.

Customers, meanwhile, benefit from quicker resolutions to their problems and questions, which can increase post-engagement metrics like CSAT and NPS.

Integrate co-browsing into your tech support strategy can benefit your customers and associates alike.

Additional Co-browsing Resources