Co-browsing stands for "collaborative browsing" and refers to an online interaction method where two or more people can navigate the same web experience simultaneously, often in real time. This technology is particularly prevalent in customer service applications and allows a service agent to help a customer resolve issues without the need for full remote control of the computer. Essentially, during a co-browsing session, both parties can see what is happening on the screen, but only one person controls the actions.
A common application example is support for complex transactions on a website. A customer might have difficulty filling out a form or purchasing a product. With co-browsing, a customer service agent can intervene in real time and help the customer through the process by directly controlling the navigation or showing the customer where to click or what information to enter.
Co-browsing offers a number of advantages. It reduces resolution time as the agent can see and solve the problem directly. It also improves customer satisfaction as it is easier and less frustrating for the customer to get help. In addition, it is safer than a full screen takeover as only the browser content is shared and the agent does not have access to other parts of the customer's computer. This technology encourages a more interactive and personalised relationship between customer and business, making it a valuable part of the modern customer experience.