Definition

collaborative browsing (co-browsing)

Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include e-mail, fax, regular telephone, and Internet phone contact as part of an interaction. Effectively, collaborative browsing allows a company and a customer to "be on the same page."

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This was last updated in March 2007

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Samesurf is the inventor of modern co-browsing - a real time visual engagement technology that’s specifically designed for sales, support and instant collaboration.  Protected by an extensive patent portfolio that dates back to 2010, our platform enables multiple remote users to interact with one another on any form of content without installs or coding of any kind from any device, app or browser.   

 

Samesurf also integrates features like HD video chat, in-page control passing, live messaging, enterprise grade encryption, analytics and screen recording to properly simulate the experience of being together in real life for an unlimited number of users.  Specific use cases include remote support, fully interactive demos, webinars, onboarding, and sales presentations. 

 

Samesurf’s integration ready offering is markedly improving conversion rates, handling times, satisfaction rates, transaction sizes and first call resolution rates.  Meanwhile, our technology is

hastening the transition away from traditional screen sharing due to its (1) security profile (GDPR, PCI, HIPAA and ISO 27001 compliant without exposing the desktop or sensitive screen elements); (2) superior performance (1080px screen clarity featuring zero latency and no installs); and (3) ability to be easily integrated within existing customer journeys.


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