Cobrowsing

Co-browsing:
Improve your customer engagement

Engage in real-time interactions, guiding your customers to solve problems faster and ensuring a smooth, effortless experience.

Co-browsing:<br>Improve your

Trusted by teams at

Coopairs

Fnac Darty

Groupe Atlantic

habitat Audois

Kiloutou

Le Petit Vapoteur

What is co-browsing used for?

Showcase your products

Guide your customers through the selection and customization of your products.

Sell remotely

Assist your customers in finalizing their purchase or subscription.

Issue troubleshooting

Respond and quickly troubleshoot your customers from a distance.

Customer assistance

Guide your customer through the use of apps and websites.

3 Steps for Maximizing Customer Engagement with Co-browsing

Send a link

Send a link

During pre-sales or after-sales phases, the customer service representative sends a link to the customer via SMS or email.

View the customer’s screen

View the customer’s screen

By clicking on the link, the client initiates the co-browsing session. The agent sees the customer’s screen and cursor in real time.

Interact and guide

Interact and guide

The agent guides the customer in solving their issue or finalizing their purchase without friction.

Co-browsing for Higher Customer Satisfaction

Vente en visio

Boost Your Conversion Rate

Guide the visitors of your website and products and accelerate purchase decisions, and maximize customer engagement.

Co-browsing and screen sharing
Remote appointment scheduling and calendar management
Web-based solution, accessible on smartphones, tablets, and computers

Cliente satisfaite

Increase CSAT (Customer Satisfaction)

Co-browse and screen sharing empower your customer service teams to respond more promptly, elevating customer satisfaction.

Integrated co-browsing and screen sharing with your contact center tools (CCaaS)
Instant start via a simple web link
End-of-session satisfaction survey

Agent du service client qui réalise une visio-assistance

More Efficient Customer Service Teams

Your sales and customer service agents become more productive and efficient with co-browsing.

Sales cycles speed up
First-Call Resolution (FCR) rate increases
Faster resolution of support and troubleshooting cases, reducing mean-time to fix.

Solution de visio-assistance sécurisée

Protection of Confidential Data

Co-browsing allows you to view your customers' screens. A high-security level of data is key to a trustful relationship.

Compliance with GDPR (including customer consent collection)
Hosted in Europe
Hosting provider certified ISO27001, and HDS (Health Data Hosting)

Interested in our solutions?

Key figures

0%

Customer satisfaction

0%

First-contact resolution rate

0%

More sales conversions in remote

0%

Europe-based hosting

What they are saying

"Deployed in several of our sites throughout France, we are fully satisfied with the solution and the collaboration with the Apizee teams. We appreciate the responsiveness, project follow-up and support provided by the teams to ensure success!"

Stéphane Cailleau

Field Service Manager / Groupe Atlantic

"Thanks to Apizee we've reduced the number of times our technicians have to travel, speeding up the processing of service requests and decision-making on the type of service and the area of expertise of the technician who is to carry out the service."

Lionel Mailhol

Technical Manager / Habitat Audois

"We had privileged contact with the Apizee team throughout the implementation of the project which enabled us to carry out a rapid and efficient deployment."

Matthieu Juglas

Customer Training Manager / Polysoude

"During a call-out for an apartment fire, the Apizee solution was implemented after the initial rescue operation. The initial resources could be reinforced before the emergency services arrived, saving time for the rest of the operation."

Fabrice Weber

Chief Warrant Officer / SDIS Haut-Rhin

"We're really fans of this solution! Our customers are asking for it, and they're starting to get the reflex of requesting a videoconference. It saves us a lot of travel, and optimizes our technicians' interventions."

Guillaume Chevalier

Technical Manager / Kiloutou

"Thanks to the Apizee solution, every day we troubleshoot our customers remotely, optimizing our diagnostics and above all ensuring people's safety. Thank you for your support!"

Henri Briere

Assistant Manager - Troubleshooting Call Center / Enedis

"The Apizee solution is very useful for troubleshooting machines that don't have a remote connection. Thanks to the solution, we can troubleshoot our customers more quickly and limit travel."

Franck Raguin

Customer Service Manager / Heidelberg

"We appreciated the Apizee team's availability and responsiveness in setting up our project. Integration of the solution was rapid thanks to excellent support from the teams."

Julien Duprat

Technical Project Manager / Kiloutou

"Apizee is an efficient solution that enables us to be in direct visual contact with the insured and his damages. The collaborative tools also enable us to explain to our interlocutor certain rectifications on the claim or points of disagreement."

Laurent Buon

Expert / Eurexo

"We can maintain close proximity to our customers when they have technical questions. This device is a major source of savings for our customers. Decision-making time can be reduced from a few days to a few hours."

François Planaud

Executive Vice President / Safran Aircraft Engines

"ENEDIS Bretagne implemented the Snap Racco solution using Apizee to avoid systematic travel. Thanks to the use of Apizee, ENEDIS Bretagne has succeeded in reducing travel by its connection technicians."

Rémy Verdier

Department Manager / Enedis

Learn More About Co-browsing

Co-browsing, also known as collaborative browsing or co-browse, is a technology that allows users to navigate and interact together on a web page in real time. This enhances customer interactions by smoothly guiding them through sales or support journeys. Co-browse provides an opportunity for an advisor and a customer to navigate simultaneously and synchronously on the same web page, making it easier to resolve incidents or navigate complex situations.

Here are some of the key benefits of using co-browsing. Instant intervention at crucial moments: customer service agents can initiate a co-browsing session to interact with customers during their current browsing session, enabling quick identification and resolution of issues. Verify information before subscription: co-browse enables customer service agents to verify and complete information submitted by customers during their subscription. Streamline the use of digital tools: agents visually guide customers to specific information on a page, facilitating user understanding and adoption of tools. Enhance brand presence: co-browsing adds a collaborative element to digital processes. Customers are no longer alone facing web interfaces; customer service agents accompany them at every step. Improve Customer Experience: using co-browsing can lead to a 15% increase in first-call resolution and a 40% increase in conversion rate, significantly reducing customer support costs and enhancing the overall customer experience.

Reduce Call Durations: co-browsing allows for quicker problem resolution by enabling advisors to see what the customer sees, reducing mutual explanations and saving time. Enhance Customer Experience: by allowing advisors to see the context of the customer journey, co-browse facilitates empathy and rapport-building, optimizing the customer experience. Minimize Customer Effort: by providing relevant support directly on the website, co-browsing minimizes customer effort, thus optimizing overall satisfaction. Reduce Churn Rate: co-browsing retains customers on the website during interactions and provides valuable historical data for marketing teams to analyze the customer journey. Increase First Contact Resolution: especially on complex websites, co-browse increases first contact resolution by enabling advisors to directly understand and solve customer issues.

Increase Cross-Selling: co-browse allows advisors to actively showcase alternative products or services and extras that the customer might not have seen or considered, thus boosting conversions and cross-sales. Shorten Sales Cycle: by unifying communication channels (website, online chat, phone, video) into one platform, co-browsing helps keep the customer on your website throughout their journey, facilitating a quicker and more informed sale conclusion. Reduce Churn Rate: co-browse triggers additional interactions with your customers, reducing the churn rate. Additionally, co-navigation provides data to analytics tools. Increase Customer Engagement: by allowing sales reps to see and interact with what the customer sees, the co-browsing improves customer engagement by enabling a high-quality interaction at a crucial moment.

Co-browsing, or shared browsing, is a technology that allows two or more people to browse together on the same website while being in different locations. Here are the 5 best use cases for co-browsing. Real-time customer support: co-browsing is often used by support teams to assist customers in resolving issues or understanding specific features of a website or app. Instead of just explaining over the phone or chat, agents can directly show customers how to solve a problem. Training and onboarding: companies can use co-browsing to train new employees or customers on using software or an online platform, providing an interactive and hands-on learning experience. Sales and consulting: sales teams can use co-browsing to show potential customers how a product or service works, thus increasing the chances of conversion. Team collaboration: teams working on joint projects can use co-browse for real-time collaboration, discussing changes to a document or design, and making decisions together. Banking and financial services: in the financial sector, co-browsing can be used to assist customers in filling out complex forms, understanding their investment options, or navigating online banking services. These use cases showcase the versatility of co-browse and how it can enhance user experience and collaboration at various levels.

Professionals in customer support, technical assistance, online sales, and financial consulting greatly benefit from co-browsing. It enhances customer interactions by providing a more immersive and guided experience.

Apizee co-browsing solution empowers agents to view exactly what the customer sees on their screen. This direct and tailored assistance simplifies the customer journey by proactively and insightfully addressing issues.

By delivering immediate and visual support, co-browsing alleviates customer frustrations and expedites issue resolution. This results in heightened customer satisfaction through a smoother and more personalized interaction.

Apizee co-browsing curtails customer service expenses by decreasing the duration of each interaction and enabling swifter problem resolution. This prevents extended calls or support sessions.

Apizee co-browsing elevates e-commerce conversion rates by guiding customers throughout their purchasing journey. It addresses real-time challenges and fosters a more supported and individualized online shopping experience.

Co-browse solutions often incorporate data masking features that automatically mask or blur sensitive or confidential customer information. This ensures privacy and compliance during shared browsing sessions.

The impact of Apizee co-browsing on customers is substantial, enhancing their experience by offering direct visual assistance, diminishing frustrations, and increasing the likelihood of swift problem resolution and transaction completion.

Apizee co-browsing solution facilitates video assistance by incorporating live video chat features, allowing agents and customers to visually communicate while simultaneously browsing the web, thus enriching online interaction.

The Apizee co-browsing feature operates by enabling an agent and a customer to share a real-time view of the customer's web browser, without the need for downloads or installations. This allows the agent to guide the customer through web pages and collaboratively interact with page elements.

The Apizee co-browsing solution is web-based and doesn't require the client to install any software or extension, providing a streamlined and accessible user experience.

Co-browsing is designed to be safe and secure, using secured networking protocols, with features like data masking and adherence to privacy and compliance regulations, ensuring a secure experience for both customers and agents.

The Apizee co-browsing feature is hosted and operated by Europe-based infrastructure providers, ensuring 100% compliance with European digital sovereignty.

Co-browsing is compatible with mobile devices, allowing agents and customers to share and interact with web content on smartphones or tablets, facilitating support in a mobile environment. However, co-browse might require the installation of an app on the smartphone that shares its browser.

Training in co-browsing for customer service agents typically involves training sessions on tool usage, hands-on usage scenarios, protocols for data privacy management, and techniques to maximize the effectiveness of visual and interactive assistance.

Blog

Learn how to effectively handle complex customer problems with expert strategies that drive satisfaction, loyalty, and long-term business success.

Read more

Customer service
How to Solve Complex Customer Problems and Boost Loyalty

21 Feb 2025
Learn the best practices for escalation management, how to handle complex customer issues, and the role of AI in improving support workflows.

Read more

Customer service
How to Master Escalation Management and Improve Customer Satisfaction

7 Feb 2025
Read more

Customer service
Best Customer Experience Conferences to Attend in 2025

17 Dec 2024

<< First < Previous 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 Next > Last >>

See all articles

Interested in our solutions?