Cobrowsing allows support & sales agents to reduce time wasted on phone support by providing immediate, hands-on help by seeing exactly what the customer sees.
Visually guide customers through processes and troubleshooting steps. Reduce confusion and frustration, leading to higher customer satisfaction.
Choose what to show and hide with customizable data masking options. Ensuring customer privacy and data security while providing effective support.
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.
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.
Download our guide to understand how you can enhance CSAT scores, reduce resolution time, and boost customer loyalty with Fullview Cobrowsing.
Cobrowse seamlessly on all major browsers,
including Chrome, Safari and Firefox and mobile apps.
Enable cobrowsing directly within your app with
just a few lines of code. Guide users live in your websites,
mobile apps, or other digital properties.
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.
With Fullview, your customers can send you a cobrowsing
request when they need help. All requests will be sent
to a queue on your Fullview dashboard, from where
you can easily initiate a session.
Fullview's cobrowsing sessions are automatically recorded
so you can watch back past sessions for context,
reproducing issues or training new staff members.
Fullview's cobrowsing sessions also record technical
console and network data from your customer's browser
so you can look under the hood, and understand technical
issues faster too. Easily send to developers after live sessions.
Cobrowse seamlessly on all major browsers,
including Chrome, Safari and Firefox and mobile apps.
Enable cobrowsing directly within your app with
just a few lines of code. Guide users live in your websites,
mobile apps, or other digital properties.
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.
With Fullview, your customers can send you a cobrowsing
request when they need help. All requests will be sent
to a queue on your Fullview dashboard, from where
you can easily initiate a session.
Fullview's cobrowsing sessions are automatically recorded
so you can watch back past sessions for context,
reproducing issues or training new staff members.
Fullview's cobrowsing sessions also record technical
console and network data from your customer's browser
so you can look under the hood, and understand technical
issues faster too. Easily send to developers after live sessions.
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.
Most modern cobrowsing technology is based on either WebRTC or Web. 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:
Access Fullview's features directly in your support chat or tickets with our powerful integrations.
Understand what happened by replaying recent or ongoing sessions, and jump to pre-detected events.
Guide your customers with multi-cursor screen control, replacing traditional screen sharing tools.
See the user journey, network data, rage clicks, warning and errors. Both in live calls and session replays.
Access Fullview's features directly in your support chat or tickets with our powerful integrations.
Understand what happened by replaying recent or ongoing sessions, and jump to pre-detected events.
Guide your customers with multi-cursor screen control, replacing traditional screen sharing tools.
See the user journey, network data, rage clicks, warning and errors. Both in live calls and session replays.
Cobrowse, screen share and interact with your users' screens for real-time collaboration and problem-solving.
Record user sessions and see user activity before and after a call — including user steps, page visits, device, network information, errors and events.
Fullview protects sensitive customer data with customizable data masking and strong encryption standards. Fullview is 100% GDPR compliant.
Empower your users to request help exactly when they need it. With Fullview, they can send your support team a request when they want you to hop on a call with them.
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.
.webp)
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.
.svg)
Reduce all the unnecessary back-and-forth with users, do more with fewer support agents, and get to resolution faster.
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.
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.
Discover how diverse industries enhance customer support and efficiency with cobrowsing technology.
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.
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.
Fullview Cobrowsing is completely safe and GDPR compliant. All our data is stored on EU or US servers depending on your needs. Fullview offers you a granular way to programmatically redact sensitive information such as PII, PHI, or financial data. The data redaction happens on the client side, which is the most compliant way of redacting data, considering that data marked sensitive does not leave the customer’s machine. 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.
Fullview has both free and paid versions of cobrowsing plans. The free version includes 4 cobrowsing calls per seat per month. Our pro plan is custom priced based on your needs 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.
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.
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. 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.
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.
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.
