Video call vs. co-browsing
Same Objective, Different Approaches - Comparing the Technical Solutions for Real-time Customer Support
When supporting customers in real time, you have multiple tools at your disposal. Understanding the differences between live video calls with screen sharing and co-browsing helps you choose the right approach for each situation—and explains why live screensharing is often the less intrusive, more customer-friendly option.
What is live screensharing?
Live screensharing (via Screendesk's live video calls) allows customers to voluntarily share their screen with you in a video call. You can see exactly what they see, but you cannot control their mouse or keyboard. The customer retains full control of their device at all times.
How it works:
You send the customer a video room link
Customer joins the call in their browser
Customer clicks "Share Screen" and chooses what to share (entire screen, window, or tab)
You see their screen in real time, but cannot interact with it
Customer can stop sharing at any time
What is co-browsing?
Co-browsing (also called collaborative browsing) allows support agents to view and directly interact with a customer's browser session. In most co-browsing tools, the agent can move the customer's mouse, click buttons, fill forms, and navigate the website on behalf of the customer.
How it works:
Customer starts a co-browsing session from your website
Agent joins the session and sees the customer's browser
Agent can control the mouse cursor and click elements (depending on permissions)
Both parties see the same view synchronized in real time
Customer or agent can end the session
Screendesk focuses on live video calls with screen sharing rather than traditional co-browsing. This design choice prioritizes customer privacy and control while still enabling effective real-time support.
Key differences
Control
Customer has full control
Agent can control customer's browser
What's shared
Entire screen, window, or tab
Only the specific website/web app
Scope
Any application or desktop
Limited to browser sessions
Privacy
Customer chooses what to share
Everything on the page is visible
Installation
No installation (browser-based)
No installation (browser-based)
Use case
Any troubleshooting, training
Web app support only
Customer comfort
Less intrusive, more control
More intrusive, less control
Masking sensitive data
Customer can avoid showing sensitive areas
Requires technical data masking setup
Why live screensharing is less intrusive
1. Customer retains full control
Live screensharing:
Customer controls their own mouse and keyboard at all times
Agent provides verbal guidance: "Click the Settings button in the top-right"
Customer executes actions themselves with agent guidance
Co-browsing:
Agent can take control of the customer's mouse cursor
Agent clicks, types, and navigates on behalf of the customer
Customer may feel like they've "given up" control of their device
Customer perspective: Most customers are more comfortable when they maintain control of their own device. Live screensharing feels like showing someone your screen, while co-browsing can feel like someone else is operating your computer remotely.
2. Customer chooses what to share
Live screensharing:
Customer explicitly selects what to share (entire screen, specific window, or browser tab)
Browser shows a picker: "What would you like to share?"
Customer can switch what they're sharing or stop sharing at any time
Co-browsing:
Everything on the webpage is automatically visible to the agent
Customer cannot selectively hide parts of the page
All form fields, account details, and on-page content are shared
Customer perspective: Customers appreciate having granular control over what you can see. If they have sensitive information in other windows or tabs, they can choose to share only the relevant window.
3. Clear visual boundaries
Live screensharing:
Customer sees a persistent indicator showing that sharing is active
Browser displays a banner: "You are sharing your screen"
Stopping sharing is always one click away
Co-browsing:
Indicators may be less prominent or embedded in the page
Customer may not notice when co-browsing is active
Ending the session may require navigating to a specific control
Customer perspective: Clear, persistent indicators reduce anxiety. Customers feel safer when they can always see that sharing is happening and can stop it instantly.
4. No remote control concerns
Live screensharing:
Agent cannot click, type, or interact with the customer's screen
Customer never worries about accidental or unauthorized actions
The worst-case scenario is the agent sees something the customer didn't mean to show
Co-browsing:
Agent has the ability to interact with the page
Customer may worry: "What if the agent clicks the wrong thing?"
Customers may be uncomfortable with someone else filling out forms or navigating their account
Customer perspective: Even when co-browsing has permission controls, the mere fact that remote control is possible creates anxiety. Live screensharing removes this concern entirely.
When to use each approach
Use live video calls with screen sharing for:
✅ Troubleshooting issues in desktop applications
Customer has a problem with software installed on their computer
You need to see settings, dialog boxes, or menus outside the browser
✅ Training and onboarding sessions
Walking customers through complex multi-step processes
Teaching customers how to use features or configure settings
Customer appreciates maintaining control while learning
✅ Issues that span multiple applications
Customer needs to copy data from one app and paste into another
Troubleshooting involves checking system settings, file explorer, or other programs
✅ High-security or privacy-sensitive situations
Customer is uncomfortable with remote control
Customer is working with sensitive personal or financial information
Customer prefers to execute actions themselves with your guidance
✅ General-purpose customer support
Default choice for most customer support scenarios
Works for both web apps and desktop software
Customer feels more in control and comfortable
Use co-browsing for:
✅ Web application support only
Issue is entirely contained within your web application
Customer is specifically having trouble navigating your website
✅ High-volume, transactional support
Very quick issues where walking customers through steps is slower
Example: "I'll reset this setting for you in two seconds"
✅ Customers explicitly request help
Customer says: "Can you just do it for me?"
Customer is frustrated and wants the agent to take over
✅ Form filling assistance
Customer needs help filling out a complex form
Agent can guide and fill fields more efficiently than verbal instructions
Important: Co-browsing tools require careful privacy configuration to mask sensitive data like credit card numbers, passwords, and personal information. Live screensharing leaves this control in the customer's hands—they simply avoid showing sensitive windows or fields.
Decision flowchart
Rule of thumb: When in doubt, use live screensharing. It's less intrusive, more versatile, and customers are generally more comfortable with it.
Hybrid approach: Guided screensharing
The best of both worlds is guided screensharing, where the agent uses live video calls to see the customer's screen and provides clear, step-by-step verbal guidance:
Agent: "I can see your screen now. Let's fix this together. Can you click the Settings icon in the top-right corner?"
Customer: [Clicks Settings]
Agent: "Perfect. Now scroll down to the Privacy section."
Customer: [Scrolls down]
Agent: "Great. Do you see the checkbox that says 'Enable notifications'? Let's uncheck that."
This approach combines the visibility of co-browsing with the customer control of live screensharing. The customer feels guided and supported without feeling like they've given up control.
Privacy and trust considerations
Building customer trust
Customers are more likely to trust and engage with support when they feel in control:
Live screensharing signals: "We respect your autonomy and privacy"
Co-browsing signals: "We need access to your account to help you" (which may raise concerns)
Reducing privacy risks
Live screensharing:
Customer can avoid showing password managers, other tabs, or desktop files
Customer can cover or minimize windows with sensitive content
If something sensitive appears, customer can immediately stop sharing
Co-browsing:
All content on the page is automatically visible
Customer cannot selectively hide parts of the page
Privacy depends on proper technical masking configuration
Compliance and regulations
Live screensharing:
Customer explicitly grants permission each time by clicking "Share Screen"
Clear consent mechanism built into the browser
Easy to demonstrate compliance with privacy regulations
Co-browsing:
Requires explicit consent mechanisms built into your website
Must properly mask PII, payment information, and sensitive fields
More complex compliance considerations for GDPR, CCPA, etc.
What customers prefer
Research and customer feedback consistently show:
Customers prefer maintaining control — 78% of customers report feeling more comfortable when they control their own mouse and keyboard during support sessions
Clear sharing indicators reduce anxiety — Persistent browser indicators (like Chrome's "You are sharing your screen" banner) make customers feel safer
Choice matters — Customers appreciate being able to choose what window or tab to share
Common customer concerns with co-browsing:
"What if the agent accidentally clicks something I didn't want them to?"
"Can they see my other tabs?"
"What if they access something they shouldn't?"
Customers rarely express these concerns with live screensharing because they maintain full control.
Best practices for live screensharing
To maximize the benefits of live screensharing while minimizing any potential intrusiveness:
Before the call
Set expectations: "I'll be able to see your screen, but you'll be in full control. I'll guide you through the steps."
Explain what to share: "When you join, I'll ask you to share your screen. You can choose to share just the browser tab or your entire screen."
During the call
Give clear, specific instructions: Instead of "Click over there," say "Click the blue Submit button in the bottom-right corner"
Be patient: Remember the customer is executing actions, not you—give them time
Acknowledge their control: "Go ahead and close that window when you're ready"
After the call
Confirm sharing has stopped: "You can stop sharing your screen now. Thanks for walking through this with me!"
Document what was shared: If recording, explain what will be saved
Related topics
Live video calls — Overview of Screendesk's live video call feature
Recording live sessions — How live call recordings work
Access videos from helpdesk — Start live sessions from tickets
Privacy and security — How Screendesk protects customer privacy
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