Co-Browsing Vs. Screen Sharing: What Are the Differences?

Ziad Hussien
3 min Read
Mar 29, 2020

In the new world of digitalization, companies have to figure out which visual engagement tool makes sense for them and their customers. The objective is one: create an outstanding customer service experience, solve issues effortlessly, and drive customer retention and loyalty.

If customers like you, they are most likely to stick around, period.

Co-Browsing or screen sharing software are indeed a demand for best practices in customer support. Companies, trainers, consultants, and schooling platforms are utilizing this smart tech to connect with their audience across the globe.

The world has become a ‘global village’ interconnecting companies with customers. Many software and programs are designed to enhance customer experience and support, however, companies need to figure out which software is suited for their particular customer needs.

Both Co-Browsing and screen sharing have differences, but their usage is very similar:

What Is Co-Browsing?

Co-Browsing is a secure technology that allows a support agent to see what a customer sees on their screen, without downloads or installations. Being optimized for web and mobile, Co-Browsing enables an agent to click or scroll, highlight key information, and, therefore, quickly guide a customer to a solution. .

How Does Co-Browsing Work?

To implement Co-Browsing on your website, one JavaScript snippet needs to be added to it. Unlike traditional screen sharing, with Co-Browsing, neither the agent nor the customer will ever have to download or install anything.

Here is a simple outline of how Co-Browsing works:

  • On the website, a click of a button on the customer’s end initials a Co-Browsing session.
  • The customer receives an ID and shares it with the agent.
  • The agent uses the ID to connect with the customer’s screen.
  • The agent instantly receives an accurate visual representation of the customer’s screen.
  • The agent guides the customer by clicking, scrolling, and highlighting key information.
  • Once the issue is resolved, the agent or the customer can end the Co-Browsing session.

With Co-Browsing; You Can:

Provide Real-Time Assistance: - Co-Browsing is a visual engagement solution that is an excellent choice when it comes to engaging with your customers and providing an overall better customer experience. Agents and customers can collaborate to solve particular issues. For example: filling out an online application, facilitating a contract signing, helping with complex transactions, and much more.

Faster Process Resolutions: When a customer support agent can visually identify the problem, it simply improves the speed of getting things done. When Co-Browsing is combined with live video or audio calls, issues are processed instantly. Contact centers, banks, insurances, web hosting companies, and other companies with digital services utilize Co-Browsing to connect with their customers effectively.

Dedicated Service On The Spot: Next, we have got the dedication and personalization features. You can personalize your conversations based on the customer’s problems. It also helps in delivering high-tech solutions owing to both parties with a virtual in-person experience.

The best part is there are NO downloads or installations needed. Co-Browsing solutions work on click-to-play phenomenon, and there are absolutely no plugins or add-ons required. Using Co-Browsing ensures that there’s no risk to your customer’s computer data as it just shares the screen.

What Is Screen Sharing?

Screen sharing, on the other hand, is a solution needed when agents are interested in showcasing anything other than their browser’s screen. It provides complete control over the visibility of your desktop; for example, you can share your presentations, videos, documents, graphs, charts, or images. With this particular software, you don’t need to distribute files in advance, which saves enormous amounts of time and effort. Screen sharing requires program installation and a registered account to start sharing screens.

Is TeamViewer The Same As Co-Browsing?

The short answer is ‘NO.’ Let me elaborate:

  • TeamViewer offers complete access to the agent’s end. The agent can download, install, copy, delete any files, just like its personal space. On the other hand, Co-Browsing is limited to the browser’s screen only. The agent can just navigate through web pages and offer live assistance.

  • Screen sharing tech is powered by third-party add-ons, which are a threat to privacy. On the other hand, Co-Browsing is an online utility to share the browser’s page. This way, Co-Browsing is safe when it comes to privacy.

The Bottom Line

Customer Satisfaction is the primary goal of every business. Choosing whether to implement Co-Browsing or screen sharing solely depends on your business, and it’s requirements. Screen sharing supports integrated collaborative customer/agent interactions, while Co-Browsing provides more agile solutions that facilitate the customer experience and requires NO downloads or installations.

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Ziad Hussien

In his dynamic role as Head of Content at Xaleon, Ziad is known for his tenacity and passion for shaping the future of company-customer communication. In this blog, Ziad shares his insights on how to improve and deliver the best possible customer experience when being in touch with customers digitally. Outside of Xaleon, he is an avid reader, blogger, pianist, poet, and a proud husband.

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