# Video call vs. co-browsing

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:**

1. You send the customer a video room link
2. Customer joins the call in their browser
3. Customer clicks "Share Screen" and chooses what to share (entire screen, window, or tab)
4. You see their screen in real time, but cannot interact with it
5. 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:**

1. Customer starts a co-browsing session from your website
2. Agent joins the session and sees the customer's browser
3. Agent can control the mouse cursor and click elements (depending on permissions)
4. Both parties see the same view synchronized in real time
5. Customer or agent can end the session

{% hint style="info" %}
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.
{% endhint %}

### Key differences

| Feature                    | Live screensharing (Screendesk)            | Co-browsing                           |
| -------------------------- | ------------------------------------------ | ------------------------------------- |
| **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

{% hint style="warning" %}
**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.
{% endhint %}

### Decision flowchart

```
Is the issue in a web browser?
│
├─ No → Use live screensharing
│
└─ Yes
   │
   Is the customer comfortable with remote control?
   │
   ├─ No → Use live screensharing
   │
   └─ Yes
      │
      Does the customer want to maintain control?
      │
      ├─ Yes → Use live screensharing
      │
      └─ No
         │
         Is the issue quick and transactional?
         │
         ├─ Yes → Co-browsing may be appropriate
         │
         └─ No → Use live screensharing (better for complex issues)
```

**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:

1. **Customers prefer maintaining control** — 78% of customers report feeling more comfortable when they control their own mouse and keyboard during support sessions
2. **Clear sharing indicators reduce anxiety** — Persistent browser indicators (like Chrome's "You are sharing your screen" banner) make customers feel safer
3. **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