Co-browsing
See what your customers see, in real time
Resolve complex issues faster and improve productivity with Co-Browsing, allowing teams to see what customers see and provide immediate guidance.
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Cross-channel Co-Browsing
Eliminate friction by adding Co-Browsing to phone, chat, or Video & Voice calls, resolving queries faster without losing session context
Visualize phone calls
Eliminate troubleshooting blindness by adding secure Co-Browsing to calls via PINs or invites, speeding up resolution and preventing fraud.
Speed up chat resolution
Resolve issues faster and eliminate friction by adding Co-Browsing to Live Chat, enabling agents to guide customers visually through complex steps.
Level-up live meetings
Resolve complex issues faster and build trust by adding Co-Browsing to Video & Voice, offering high-touch visual guidance during live meetings.
Effortless for both customers and agents
Reduce cost-to-serve and boost digital adoption with secure Co-Browsing that removes friction to resolve complex queries faster
Secure instant access
Eliminate security risk and build trust with instant Co-Browsing that requires no downloads or external software for agents or customers.
Simplified agent tools
Improve efficiency and reduce effort with easy-to-use Co-Browsing tools that allow teams to highlight page areas or navigate with customer consent.
Transparent customer experience
Customers always see exactly what is being browsed together, ensuring full transparency and control for more satisfied customers.
Expertise in the moments that matter
Resolve complex queries and build loyalty by using Co-Browsing to deliver immediate, visual guidance at the most critical points of the journey.
Master the onboarding journey
Eliminate abandonment during complex account setups with Co-Browsing, converting new users into loyal, long-term customers from day one.
Streamline portal support
Improve support efficiency and client autonomy by using Co-Browsing to guide users through transactions, reducing friction and future inquiries.
Deliver premium digital advisory
Build deep trust during key moments by using Co-Browsing to walk clients through complex portfolio reviews and financial planning.
4x digital sales conversion rate after 9 months
“We need to be where the customer wants to interact and provide a variety of options based on preference. This is what Unblu helps us to do.”
Security and compliance at the core
Ensure data privacy and regulatory compliance with built-in protections and audit logs.
Field masking and function blocking
Hide sensitive fields (e.g. passwords, personal data) from customer service agents to protect customer information.
Page-level access control
Only pre-approved web pages can be browsed together, preventing accidental exposure of unrelated content and protecting customer privacy.
Session recording & storage
All Co-Browsing sessions can be recorded and securely stored for compliance, audit, or training purposes.
How it works
Fast, secure, and easy to implement.
Real-time DOM capturing
Embedded Co-Browsing relies on DOM (Document Object Model) for capturing and recreating the customer’s browser on the agent’s computer or device. DOM capturing runs in the customer’s browser and transfers a “clone” of the visual state of the browser to the agent.
Simple implementation
Enable Co-Browsing by adding a lightweight JavaScript snippet to the <head> section of your website’s HTML.
Topic
Co-Browsing
Browser-Based sreensharing
Application-Based Screensharing (Zoom, Teams)
Installation requirements
No installation
Browser-native functionality
Needs system permission change and browser restart
Needs pre-installed app or plugin
Requires permissions + application restart
Scope of visibility
Only specific web session or element visible to advisor
Sharing scope pre-set by app (e.g., browser tabs only)
User can only approve or deny
Full application or screen shared
Navigation handling
Seamless across navigation
Advisor remains in session
Navigating to a new page or reloading the current page ends the sharing session
Users must approve screensharing again each time this occurs
User must manually manage what is shared
No automatic privacy safeguards
Browser/device compatibility
Works across all modern browsers and mobile devices.
Works for full screen or window sharing
Sharing is restricted to a single browser tab
Not supported on Safari and Firefox
Broad compatibility on desktops
Limited or clunky on mobile
Remote control permissions
Banks define which on-screen functions (e.g., button clicks) are available to advisors during a session
Does not support remote control
Advisors cannot assist the customer with the navigation
Remote control grants full access
No native function blocking (e.g., field masking, disabling button clicks) supported
Field masking
Specific fields (e.g., passcode, account number) can be masked from advisors.
No masking available – the entire application or desktop is shared.
Session recording
Selective interaction recording
Compliant with financial regulations
Full screen recording increases risk of Client Identifying Data (CID) exposure
Compliance impact
Supports GDPR and PCI-DSS compliance with controlled access
High risk of exposing Client Identifying Data (CID) and sensitive information
Unblu Co-Browsing
Installation requirements
No installation
Browser-native functionality
Scope of visibility
Only specific web session or element visible to advisor
Navigation handling
Seamless across navigation
Advisor remains in session
Browser/device compatibility
Works across all modern browsers and mobile devices.
Remote control permissions
Banks define which on-screen functions (e.g., button clicks) are available to advisors during a session
Field masking
Specific fields (e.g., passcode, account number) can be masked from advisors
Session recording
Selective interaction recording
Compliant with financial regulations
Compliance impact
Supports GDPR and PCI-DSS compliance with controlled access
Browser-Based screensharing
Installation requirements
Needs system permission change and browser restart
Scope of visibility
Sharing scope pre-set by app (e.g., browser tabs only)
User can only approve or deny
Navigation handling
Navigating to a new page or reloading the current page ends the sharing session
Users must approve screensharing again each time this occurs
Browser/device compatibility
Works for full screen or window sharing
Sharing is restricted to a single browser tab
Not supported on Safari and Firefox
Remote control permissions
Does not support remote control
Advisors cannot assist the customer with the navigation
Field masking
No masking available – the entire application or desktop is shared
Session recording
Full screen recording increases risk of Client Identifying Data (CID) exposure
Compliance impact
High risk of exposing Client Identifying Data (CID) and sensitive information
Application-Based Screensharing (Zoom, Teams)
Installation requirements
Needs pre-installed app or plugin
Requires permissions + application restart
Scope of visibility
Full application or screen shared
Navigation handling
User must manually manage what is shared
No automatic privacy safeguards
Browser/device compatibility
Broad compatibility on desktops
Limited or clunky on mobile
Remote control permissions
Remote control grants full access
No native function blocking (e.g., field masking, disabling button clicks) supported
Field masking
No masking available – the entire application or desktop is shared
Session recording
Full screen recording increases risk of Client Identifying Data (CID) exposure
Compliance impact
High risk of exposing Client Identifying Data (CID) and sensitive information
Frequently asked questions
How does Co-Browsing improve advisor efficiency?
Co-Browsing improves advisor efficiency by sharing the web page, form, or similar collaboration material in a secure manner. Clients and advisors can collaborate effectively as though they were in the same room – including full annotating and highlighting features – to boost efficiency.
Can Co-Browsing be used on mobile devices?
While Co-Browsing can technically be used on mobile browsers, the more convenient and recommended option is known as Mobile Co-Browsing or Co-Apping. This is a mobile-native alternative that provides the same functionalities as Co-Browsing but in an app environment.
How does Unblu ensure compliance with data protection regulations?
The Unblu platform meets the highest international security standards, including ISO 27001:2022 and SOC 2 Type 2, and undergoes regular testing. All interactions between advisors/agents and clients/customers are securely stored and easily accessible according to regulatory requirements.
What are the benefits of using Co-Browsing for customer onboarding?
Co-Browsing offers a more efficient, visual, and collaborative customer onboarding experience. All parties present in the session can see and interact with each other to complete account setup, submit documents, or verify information effortlessly. It is download free and more secure than screen sharing.
