Cobrowsing vs. Screen Sharing: Which is Better for Customer Support?

When it comes to providing customer support, businesses have a range of tools at their disposal. Two popular options are cobrowsing and screen sharing. Both allow agents to see and interact with a customer's screen in real-time, but they work in slightly different ways. In this post, we'll explore the pros and cons of each approach to help you decide which is best for your business.

‍

What is Cobrowsing?

Cobrowsing is a collaborative browsing technology that allows agents to see and interact with a customer's web browser in real-time. With cobrowsing, agents can highlight, scroll, click, and type on the customer's screen, as if they were sitting right next to them. This makes it a great option for customer support, as agents can guide customers through complex processes and troubleshoot issues more effectively.

‍

What is Screen Sharing?

Screen sharing, on the other hand, involves sharing an agent's screen with a customer, rather than the other way around. The agent can show the customer how to perform tasks and troubleshoot issues, but they can't directly interact with the customer's screen. This means that customers have to follow the agent's instructions and perform tasks on their own.

‍

Cobrowsing vs. Screen Sharing: Pros and Cons

So, which approach is better for customer support? Let's take a look at the pros and cons of each.

‍

Cobrowsing Pros

• Agents can interact with the customer's screen directly, making it easier to guide them through complex processes and troubleshoot issues.
• Cobrowsing works well for web-based applications and websites, as agents can see exactly what the customer is seeing.
• Cobrowsing is often more user-friendly than screen sharing, as customers don't have to navigate between screens.
• Cobrowsing uses less bandwidth than screen sharing, which makes it great for customers will slow internet.

‍

Cobrowsing Cons

• Cobrowsing can raise security concerns, as agents have access to sensitive customer data.
• Cobrowsing is limited to the websites it is installed on. It does not offer assess to the desktop.

‍

Screen Sharing Pros

• Screen sharing can be more secure than cobrowsing, as customers have control over what the agent can see on their screen.
• Screen sharing can be used for non-web-based applications and software.
• Screen sharing has access to the desktop where cobrowsing does not.

‍

Screen Sharing Cons

• Screen sharing can be less user-friendly than cobrowsing, as customers have to navigate between screens.
• Agents can't directly interact with the customer's screen, making it harder to troubleshoot issues and guide them through complex processes.
• Screenshot typically requires a third-party app to be downloaded or installed on the customer's computer.

‍

Conclusion: Which is Better?

Both cobrowsing and screen sharing have their pros and cons, and the best option for your business will depend on your specific needs and priorities. If you prioritize direct interaction and collaboration with customers, cobrowsing may be the better option. If you prioritize security and flexibility, screen sharing may be the better choice. Ultimately, it's important to test both options and see which works best for your business and your customers.

‍