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You might be asking yourself, "But isn't co-browsing just a fancier version of screen-sharing?" While both tools allow for remote collaboration, co-browsing goes beyond screen-sharing by allowing you and your customers to interact with the same webpage in real time, without the need for your customer to install any additional software.
In this article we will walk you through the brief definitions, key differences between these two technologies and explain why co-browsing should be your go-to solution.
What is screen sharing?
Screen sharing lets one person broadcast their entire screen or specific applications to others in real-time. It’s most commonly used in presentations, remote demos, or basic tech support scenarios. Popular screen-sharing apps include Zoom, Skype, and Microsoft Teams.
What is co-browsing?
Co-browsing, on the other hand, allows two or more users to simultaneously interact with the same webpage. Unlike screen sharing, co-browsing doesn't require software downloads. Platforms like Surfly provide instant collaborative browsing, enabling users to click, scroll, type, and navigate web content together in real-time.
The key differences between co-browsing and screen sharing
While both technologies allow you to collaborate remotely, they differ significantly in critical areas:
Speed and quality
Screen sharing often relies on streaming entire screens or applications, which can lead to pixelation, lag, or buffering. On the other hand, co-browsing provides real-time synchronization directly within your browser, resulting in instant responsiveness and high visual quality.
Interaction vs observation
Screen sharing limits participants to passive viewing, reducing active engagement. In contrast, co-browsing allows simultaneous interaction; you and your customer can click, navigate, and input information together.
Security and compliance issues
Screen sharing lacks inherent privacy safeguards, increasing the risk of accidentally exposing confidential data. Co-browsing solutions offer built-in data masking, ensuring sensitive information remains protected and compliant with privacy regulations.
Third-party integrations
Screen sharing usually operates independently, providing limited integration capabilities. Alternatively, co-browsing tools integrate seamlessly into existing workflows, websites, CRM systems, and customer support software.
Why co-browsing is essential for better customer support and collaboration
Want the TLDR? Watch our 3-minute recap below:
Co-Browsing vs. Screen Sharing: compared in 3 mins
Boost customer satisfaction
Co-browsing creates an interactive experience by allowing customers to actively participate in solving their own issues. This direct involvement significantly boosts customer satisfaction.
For example, the customer support teams at insurance company Achmea successfully reduced their issue-resolution times and improved customer satisfaction rates after implementing Surfly co-browsing.
Provide faster, more efficient support
Unlike passive screen sharing, co-browsing enables customers and agents to interact and address issues simultaneously. This real-time collaboration reduces back-and-forth communication, streamlines troubleshooting, and saves valuable time.
For instance, the insurance provider MS Amlin enabled its agent use Surfly's co-browsing technology to improve their digital customer journey, enabling real-time remote collaboration and significantly reducing the time to obtain quotes and initiate policies.
Ensure security and privacy
Co-browsing solutions such as Surfly offer built-in security features, including data masking, which protects sensitive customer data. This is especially important in industries like healthcare, finance, and insurance, where the protection of personal and financial data is critical to maintaining customer trust and adhering to strict regulatory requirements.
In contrast, screen sharing can unintentionally expose confidential information, potentially leading to security and compliance issues.
Create engaging, memorable interactions
Co-browsing naturally increases user engagement as customers actively participate rather than merely observe.
HSBC Life, a leading financial services provider has enabled thousands of agents to remotely connect with customers and complete policies using Surfly's co-browsing and video chat technology, recreating the in-person meeting experience and improving customer engagement.
Start co-browsing today with Surfly
Co-browsing clearly stands apart from traditional screen sharing, offering speed, enhanced interactivity, stronger security, and seamless integration capabilities. By choosing Surfly, you can turn passive customer interactions into engaging collaborations, increasing customer satisfaction and loyalty.
In fact, for companies in industries like healthcare, finance, and insurance, where security, compliance, and personalized service are non-negotiable, co-browsing isn't just a better alternative—it's an essential tool for delivering exceptional customer experiences and staying ahead of the competition.
Start your journey towards better customer interactions today with Surfly’s co-browsing.
