Co-browsing is short for 'collaborating browsing' - simultaneously navigating the same web page with your customer. We all know the frustration of having to try to explain in ord where to click on a web page, or how to fill out a form correctly… Not efficient, not very engaging, not helpful - even if you’re screen sharing.

There’s a much easier way to interact with customers on a screen: co-browsing. It allows you and your customer to navigate the same web page tillsammans, vid same time! Learn what co-browsing is and how to use it for remote customer contact in this blog.
 

Vad är co-browsing?

Co-browsing står för "collaborative browsing", vilket innebär att två personer navigerar på samma webbsida - samtidigt.

På så sätt kan båda deltagarna i en co-browsing-session se vad den andra personen gör på skärmen. Och de kan visa hur de själva navigerar på webbsidan genom att skriva, navigera, flytta musen och rita på den delade webbsidan.

For remote contact with customers, co-browsing allows your agents to securely browse a website together with a customer. On a Bird video call, agents browse the same web page together with a customer real-time during the video call. Den great thing is, it all works over the internet - no-one has to download and install any software to co-browse. 

In short, co-browsing helps you to make talking to your advisors via a video call even more personal and interactive for your customers. 

Vad är skillnaden med skärmdelning?

Den number 1 difference between co-browsing and screen sharing, is that co-browsing is interactive - or ‘collaborative’. It’s no one-way traffic but instead allows both your agent and the customer joining in a video call to actively browse together.

And on top of being collaborative, co-browsing is simultaneous or synkron. Screen sharing, on the other hand, is always asynchronous: only one person at a time can share deras screen. For example, only after the customer is done screen sharing can an agent take over to show what they’re looking at on their screen.

Co-browsing har också en mer strikt avgränsad åtkomst. Medan en co-browse-session endast ger tillgång till samtidig surfning på en specifik webbsida, ger skärmdelning tittaren möjlighet att se delarens hela flik, webbläsare eller applikation.

Hur fungerar co-browsing?

 
Co-browsing is easy to use. For most Customer Interaction solutions, it works with just a click on a button or an invitation link, then followed by a check for either the agent or the customer to authorize the co-browse session.

You can easily start co-browsing while on a video call with a customer. In Bird Video, there are 2 ways to prompt a session: 

1. You can co-browse during a video call, by sending the customer an invitation link to co-navigate a specific, pre-selected web page together. 
   
   

2. Eller så kan agenter starta co-browsing ad hoc, genom eskalering. När en kund redan navigerar på en webbsida själv initierar agenten en co-browsing-session från den sidan. Kunden uppmanas sedan av ett popup-meddelande att acceptera co-browsing-sessionen.
   
   

Both the customer and the agent can end a co-browsing session any time during the video call. 

Det som är coolt? Din kund behöver inte nödvändigtvis redan befinna sig i ett videosamtal på Bird . Det innebär att du även kan använda co-browsing för ditt Contact Center, till exempel som en uppgradering av en chattkonversation eller ett telefonsamtal som du redan har med en kund. Så snart kunden accepterar börjar han navigera på samma webbsida som agenten, i realtid.

Hur skiljer sig det från Teams eller Zooms lösning?

You can share you screen, but Zoom and Microsoft Teams don’t offer the option to co-browse by default. It is only available by adding an extension by a third-party co-browsing provider (Zoom has a solution for requesting 'Remote control' over another user’s desktop, but this is a one-way control - without interaction).

That’s because solutions like Zoom or Teams are not optimised for videosamtal med kunder. The benefit of using technology for Customer Engagement is that it’s always secure for your customers and doesn’t require anyone to download any software.

Är co-browsing säkert? Hur är det med integriteten?

Ja, cobrowsing med kunder är säkert. Om du vill co-browsa i en kundinteraktionsmiljö bör den teknik för kundengagemang som du använder ha flera säkerhetsmekanismer på plats.

Co-browsing with Bird Video is entirely secure. It protects your customer's privacy. A cobrowse session can only be activated with the client’s permission: when an agent would like to start co-browsing, customers always receive a popup-meddelande för att ge åtkomst. They are then asked to ange ett lösenord before the co-browsing session can start.

And for privacy reasons, sensitive customer information can be hidden from agents to see. You can choose to add custom Maskfält to ‘my environment’ or personal login pages on your website, so the agent won’t be able to view a client’s credit card number or balance, for example.

Agenter kan inte ta över kontrollen av kundens dator. När de co-browsar kan de bara se, klicka eller rita på kundens skärm när de navigerar på förvalda webbsidor (med en särskild kod installerad). Både agenten och kunden kan när som helst välja att avsluta en co-browsing-session.

Sätt att använda co-browsing för att interagera med kunder

These are some already validated examples of how to use co-browsing to make remote contact with your customers more interactive.

Interaktivt stöd

Offer live support to help customers navigate your website and show them where to find helpful information.

Fylla i formulär med kunder

Fill out forms and applications together with your customer, guiding them through the process in real-time. For example, you can help clients fill out an insurance claim, or review it together after it has been filed.

And if you add co-browsing to video banking, you can assist customers with their online mortgage application, for example.

Försäljningssamtal

Give two-way interactive sales demos, more engaging for your prospects.

And when customers are logged in to their personal client portal while talking to a financial advisor about a new mortgage, loan or insurance product, co-browsing can help to show them how to make calculations or how to use other resources in the client portal.

Feedback på användarupplevelsen

While observing how customers navigate through a web page, your agents can use co-browsing as an opportunity to review its usability and UX (user experience) real-time. That way you can keep improving your app or website pages' user experience.

Fördelar med co-browsing

 To sum it all up, the biggest benefit of co-browsing is: ‘Show, don’t tell’. You no longer have to ‘tell’ your customers, but you can actively show and even guide them through a page on your website or client portal - while you’re talking to them.

Co-browsing är den bästa lösningen för att efterlikna ett personligt samtal med en kund, men ändå på distans och bekvämt.

Fördelar för dina kunder

Handläggare och rådgivare kan på ett säkert sätt navigera på en webbsida tillsammans med sina kunder. De kan peka, kommentera och klicka på den gemensamma skärmen (men bara med kundens tillåtelse, förstås).

Dina kunder får en extra interaktiv tjänst. Dessutom är co-browsing superenkelt att använda och säkert.

Fördelar för agenter

Låt dina handläggare ge en ännu mer personlig upplevelse av videosamtal

• Hjälp kunderna snabbare: agents can answer questions as soon as they arise, by showing customers the answer on the website or in the client portal
  
  

• Avoid misunderstandings & improve customer satisfaction.You can guide clients through complex information, forms, processes or documents together in real-time
  
  

• Effektivisera arbetsflödena i kundtjänsten. Showing and doing helps customers to discover information for themselves. Which in turn increases the number of tickets solved, and decrease the amount of ticket re-opens.
  
  

• Förbättra konverteringsgraden. By explaining your products with an even more visual & interactive experience during sales demos
  
  

• Fortsätt att förbättra användarupplevelsen för kunder. Thanks till live customer feedback you're receiving during co-browsing sessions.