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:

1. 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.

2. 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.