Capacity Cobrowse is a secure, real-time cobrowsing solution that enables support agents to view and interact with customers’ browser screens during live support sessions. It eliminates confusion from chat or phone support by allowing agents to see exactly what the customer sees, enhancing communication and accelerating issue resolution. With built-in privacy controls, annotation tools, and remote control capabilities, Cobrowse transforms support into a hands-on, collaborative experience.

Features

• Secure Cobrowsing
  • Agents can request a secure cobrowsing session during live chat.
  • Customers can accept or deny the request.
  • Agents view the customer’s browser tab to understand issues clearly.
• Remote Control
  • With permission, agents can take limited control of the customer’s browser.
  • Enables direct troubleshooting and resolution.
• Annotation and Highlighting
  • Agents and customers can use annotation tools to mark up the screen.
  • Improves clarity and collaboration during support.
• Integrated Communication
  • Supports live chat, video, and voice during cobrowsing sessions.
  • Ensures seamless, uninterrupted communication.
• Live Chat Jump-In
  • Proactively engage website visitors based on the page they’re viewing.
  • Invite users to join live chat for contextual assistance.
• Analytics and Session Tracking
  • Track session data to evaluate performance and identify areas for improvement.
• Security and Privacy
  • Meets the highest security standards.
  • Ensures customer data and session integrity are protected.

Benefits

• Faster Issue Resolution
  • Agents can see and act on customer screens, reducing time spent diagnosing problems.
• Improved Customer Experience
  • Eliminates confusion and frustration from traditional support channels.
• Enhanced Collaboration
  • Annotation tools and real-time interaction foster better communication.
• Increased Conversion and Onboarding Success
  • Sales and onboarding teams can guide users through processes with confidence.
• Secure and Compliant
  • Built with enterprise-grade security to protect customer data.
• Scalable Support
  • Trusted by over 20,000 organizations and 1.5 million users.
  • Supports over 36.3 billion automated interactions.