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 话语 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 在一起, 在 same time! Learn what co-browsing is and how to use it for remote customer contact in this blog.
 

什么是共同浏览？

共同浏览是 "协作浏览 "的意思，即两个人同时浏览同一个网页。

这样，共同浏览会话中的两个参与者都可以看到对方在屏幕上做什么。而且，他们可以通过在共享网页上打字、导航、移动鼠标和绘画，来展示他们自己是如何浏览网页的。

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. ǞǞǞ 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. 

与屏幕共享有什么区别？

ǞǞǞ 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 同步. Screen sharing, on the other hand, is always asynchronous: only one person at a time can share 他们的 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.

另外，共同浏览有更严格的权限划分。共同浏览会话只允许在一个特定的网页上同时浏览，而屏幕共享允许观看者看到共享者的整个标签、浏览器或应用程序。

共同浏览是如何工作的？

 
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. 或者代理可以通过升级的方式，临时开始共同浏览。当客户自己已经在浏览一个网页时，代理从该网页发起一个共同浏览会话。然后，客户会被一个弹出的信息所提示，接受共同浏览会话。
   
   

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

最酷的是什么？您的客户并不一定已经在Bird 视频通话中。这意味着您也可以在联络中心使用协同浏览，例如，作为您与客户聊天或通话的升级。一旦客户接受，他就会开始与座席人员实时浏览同一个网页。

这与Teams或放大的解决方案有什么不同？

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 与客户视频通话. 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.

共同浏览是否安全？隐私问题如何？

是的，与客户共同浏览是安全的。如果你想在客户互动环境中共同浏览，你使用的客户参与技术应该有几个安全机制。

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 弹出信息以提供访问权限. They are then asked to 输入密码 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 掩码字段 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.

代理人不能接管对客户电脑的控制权。当他们共同浏览时，这只允许他们在浏览预先选择的网页（安装了特殊代码）时看到、点击或绘制客户的屏幕。代理人和客户都可以在任何时候选择结束共同浏览会话。

利用共同浏览与客户互动的方法

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

互动支持

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

与客户填写表格

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.

销售对话

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.

用户体验反馈

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.

共同浏览的好处

 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.

共同浏览是模仿与客户当面交谈的最佳解决方案，但仍然是远程和方便的。

对你的客户的好处

代理人和顾问与客户安全地共同浏览一个网页。他们可以指出、注释和点击共同浏览的屏幕（当然，只有在客户允许的情况下）。

你的客户得到了一个额外的互动服务。此外，共同浏览是超级容易使用和安全的。

对代理人的好处

让你的代理提供更加个性化的视频通话体验

• 更快地帮助客户： 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
  
  

• 提高客户服务工作流程的效率。 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.
  
  

• 提高转换率。 By explaining your products with an even more visual & interactive experience during sales demos
  
  

• 不断改善用户体验 为客户. Thanks 到 live customer feedback you're receiving during co-browsing sessions.