CoBrowse
Remote support software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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Small
Medium
Large
- Retail and wholesale
- Banking and insurance
- Accommodation and food services
What is CoBrowse
CoBrowse is a remote support and co-browsing platform that lets support agents view and interact with a customer’s web or mobile app session in real time to troubleshoot issues. It is used by customer support and contact center teams to guide users through digital workflows without requiring full device control. The product typically embeds via SDKs and can support masking and permission controls to limit exposure of sensitive data. It focuses on in-app, session-based assistance rather than general-purpose remote desktop access.
In-app co-browsing workflow
CoBrowse is designed for assisting users inside a specific web or mobile application session rather than taking over an entire device. This approach fits common customer support scenarios such as form completion, onboarding, and troubleshooting UI issues. It can reduce friction compared with tools that require end users to install a separate remote access client. It also aligns well with support teams that want session-based help tied to a customer interaction.
SDK-based integration options
The product commonly supports embedding into web and mobile apps using SDKs, enabling support to be launched contextually from within the application. This can allow deeper control over what is shared and how sessions are initiated compared with generic screen-sharing tools. SDK integration also enables linking sessions to user identity, app state, or support tickets. These capabilities are useful for product-led support models.
Privacy and data masking controls
Co-browsing tools like CoBrowse typically provide mechanisms to mask or restrict sensitive fields and UI elements during a session. This helps organizations support customers while limiting exposure of personal or payment data. Permission prompts and role-based controls can support internal governance requirements. These controls are particularly relevant for regulated industries and customer-facing applications.
Not full remote desktop
CoBrowse’s core model centers on co-browsing within an app session, which may not cover use cases that require full device control or OS-level troubleshooting. IT help desk scenarios such as driver issues, system configuration, or unmanaged endpoints often need remote desktop capabilities. Organizations may need an additional tool for those broader support cases. This can increase tool sprawl for teams supporting both digital apps and employee devices.
Requires app instrumentation effort
To get the most value, organizations typically need to integrate SDKs and configure what content is shareable or masked. This introduces engineering work, release coordination, and ongoing maintenance as the application UI changes. Teams without dedicated development resources may find deployment slower than browser-based screen sharing. Implementation complexity can vary by platform and security requirements.
Feature depth varies by channel
Capabilities can differ between web and mobile implementations, and some advanced functions may depend on the specific SDK and platform constraints. Enterprises may need to validate support for their exact frameworks, authentication flows, and embedded webviews. Reporting, agent tooling, and integrations can also vary compared with more general remote support suites. Due diligence is required to confirm parity across all customer channels.
