Co-browsing (Collaborative Browsing)
Co-browsing (short for collaborative browsing) is a technology that allows two or more people to navigate a website or application together in real time
What you need to know about Co-browsing (Collaborative Browsing)
Co-browsing (Collaborative Browsing) enables users to navigate the same website in real time—ideal for secure digital support where privacy matters. Unlike screen sharing, co-browsing (as offered by Surfly) masks sensitive data, requires no downloads, and works instantly across platforms. It’s highly relevant for industries like banking or insurance, where customers often need help completing complex forms or making big decisions online. Surfly’s proxy-based co-browsing turns any site into a shared, compliant experience—support, sales, or advisory teams can guide users live. Think of it as handing someone a digital pen to circle things on your screen. This enhances collaboration, boosts trust, and shortens resolution times.
The importance of Co-browsing (Collaborative Browsing)
Understanding co-browsing helps buyers recognize a powerful way to reduce customer effort and increase first-contact resolution—key metrics in both UX and service performance. By enabling real-time, visual collaboration without compromising security, co-browsing shortens resolution times, reduces abandonment, and boosts satisfaction. For stakeholders, it’s a low-friction, high-impact way to humanize digital service and support complex decisions remotely—without lengthy dev work or data risks.
How Co-browsing (Collaborative Browsing) relates to Surfly
A customer visits an insurance provider’s website to compare life insurance plans but gets confused by the policy options and terminology. Instead of explaining everything via phone or chat, the advisor launches a Surfly co-browsing session, instantly joining the customer on the same webpage. The advisor highlights key differences, explains benefits in real time, and helps the customer complete the application—all without seeing sensitive personal data. The result: faster decision-making, higher conversion, and a better digital experience.
Frequently asked questions about Co-browsing (Collaborative Browsing)
We’ve compiled answers to the most frequently asked questions about
Co-browsing (Collaborative Browsing)
.
Yes. Co-browsing solutions like Surfly are built with privacy in mind. Sensitive data (e.g. passwords, payment info) is automatically masked, and only the specific browser tab is shared—not the whole screen. Sessions can also be logged or audited for compliance.
No. Co-browsing works directly in the browser with no downloads or plugins required. This makes it frictionless for users and easy to integrate into existing digital journeys.
Unlike screen sharing, co-browsing only shares a live view of a web session—not the user’s entire screen or device. It’s more secure, doesn’t expose personal notifications or files, and allows for real-time collaboration on websites without giving up full control.