Live screensharing VS co-browsing
Same Objective, Different Approaches - Comparing the Technical Solutions for Real-time Customer Support
Live screen sharing feature is available in Pro plans and Enterprise plans.
Use case: identifying and resolving customer issues in real time
When it comes to real-time customer support for identifying and resolving issues, there are two common approaches: live screen sharing and co-browsing. Both aim to provide efficient support while minimizing back-and-forth interactions.
Live Screen Sharing:
Allows support agents to have a video call with customers and view their screen.
Agents can understand the customer's experience and guide them through tasks.
It does not provide the capability for the support team to take control of the customer's interface.
Co-browsing:
Similar to live screen sharing, it enables support agents to have a video call and view the customer's screen.
Additionally, co-browsing allows the support team to take control of the customer's interface, interacting with their screen directly.
Why Live Screen Sharing is the Optimal Solution:
Live screen sharing offers several advantages as the preferred technical solution:
Plug-and-Play Integration: Live screen sharing seamlessly integrates with your helpdesk without requiring any additional code implementation from your engineering team. It's a hassle-free feature ready to use.
Security and Privacy Considerations: Taking control of the customer's interface, as provided by co-browsing, can raise security and privacy concerns on the customer's side. Live screen sharing avoids these potential issues, ensuring a more secure and privacy-conscious support experience.
By utilizing live screen sharing, you can provide efficient real-time support within your helpdesk environment without compromising security or privacy.
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